Bani Loungewear LLP is now Bani Global Industries LLPBani Loungewear LLP is now Bani Global Industries LLP
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SERVICE LEVEL AGREEMENT (SLA)

Issued by the Legal Department, Bani Global Industries LLP (LLPIN: ACI-6373)

Effective Date: 01/12/2025

1. Introduction

This Service Level Agreement (“SLA”) defines the service standards, performance expectations, responsibilities, and operational commitments applicable to services rendered by Bani Global Industries LLP (“Company”, “We”, “Us”, “Our”) to its stakeholders, including business partners, vendors, B2B clients, technology users, and internal divisions.

This SLA is a general governing framework and may be supplemented by service-specific agreements, contracts, or work orders (“Service Contracts”) executed between the Company and the concerned party (“Client”, “You”, “Your”).

2. Scope of Services Covered

This SLA applies to one or more of the following service categories delivered under the Bani Global group structure:

2.1 Technology Services

  • Website hosting and maintenance
  • API access and uptime commitments
  • Platform availability
  • IT support and system maintenance
  • Software or digital product access

2.2 Corporate & B2B Services

  • Vendor management systems
  • Documentation processing
  • Client onboarding support
  • Partner communication and coordination

2.3 Logistics & Operational Support

  • Coordination with authorized logistics partners
  • Dispatch and tracking architecture
  • Warehouse support functions

2.4 Travel & Hospitality Services (If Applicable)

  • Travel coordination
  • Itinerary support
  • Vendor integrations

This SLA does not apply to retail consumer purchases (handled separately by brand-level policies).

3. Service Availability & Performance Standards

3.1 Technology Platform Uptime

The Company targets an uptime of:

99% monthly availability, excluding:

  • Scheduled maintenance
  • Unforeseen force majeure events
  • Third-party infrastructure outages
  • Internet service provider failures

3.2 Response Times

  • Service request acknowledgment: Within 24 hours
  • Issue classification and assessment: Within 48 hours

3.3 Resolution Targets

  • Critical Issues: 1–3 business days
  • High Severity: 3–7 business days
  • Medium Severity: 7–15 business days
  • Low Severity / Advisory: As scheduled

Timelines may vary based on complexity, third-party involvement, or resource requirements.

4. Client Responsibilities

Clients must:

  • Provide accurate and complete information
  • Follow communication and escalation protocols
  • Maintain confidentiality of API keys, passwords, or access credentials
  • Notify the Company promptly of issues or anomalies
  • Ensure compatibility of their hardware/software systems
  • Refrain from unauthorized system manipulation or reverse engineering

Failure to meet these responsibilities may affect service timelines.

5. Company Responsibilities

The Company shall:

  • Provide services with reasonable skill and care
  • Maintain operational infrastructure
  • Implement cybersecurity and data protection measures
  • Communicate scheduled maintenance in advance
  • Provide escalation support where required
  • Engage qualified personnel or approved vendors

The Company does not guarantee uninterrupted services or error-free platforms.

6. Scheduled Maintenance

The Company reserves the right to perform scheduled maintenance for:

  • System upgrades
  • Security patches
  • Infrastructure optimization

During maintenance windows, services may be slowed or temporarily unavailable. The Company will attempt to provide advance notice through email or platform updates.

7. Exclusions & Limitations

This SLA does not apply to:

  • Downtime caused by force majeure events
  • Issues arising from third-party software or integrations
  • Internet or power outages on the Client’s side
  • Unauthorized system tampering
  • Incorrect or incomplete data provided by the Client
  • Delays caused by government agencies, statutory compliances, or external entities
  • Business decisions or operational changes outside technology control
8. Data Security & Confidentiality

The Company implements reasonable security practices under the IT Act and SPDI Rules. The Company is not liable for:

  • Third-party breaches
  • Client-side vulnerabilities
  • Unapproved sharing of access credentials

Clients must comply with Company-issued cybersecurity protocols.

9. Liability Limitation

To the maximum extent permitted under Indian law:

  • The Company shall not be liable for indirect, incidental, special, or consequential damages
  • Total aggregate liability shall not exceed the amount paid (if any) by the Client for the specific Service Contract
  • No liability shall arise for free services provided for goodwill, testing, or pilot projects
10. Escalation Matrix

Level 1: Support Team

Email: support@baniglobal.in (or service-specific email)

Level 2: Department Head

Email: escalation@baniglobal.in

Level 3: Legal Department

Email: legalteam@baniglobal.in

Escalations must include:

  • Service Contract reference
  • Description of issue
  • Supporting documentation
11. Termination of Services

The Company may suspend or terminate service delivery if:

  • The Client breaches contract terms
  • Unlawful activities are detected
  • Payment obligations (if applicable) are not met
  • Misuse of systems, APIs, or digital infrastructure occurs
  • Security risks are identified

Upon termination, access credentials shall be disabled immediately.

12. Amendments

The Company reserves the right to modify this SLA in alignment with:

  • Business expansion
  • Regulatory changes
  • Operational improvements
  • Technology upgrades

Revised SLAs shall be published on the Website and become effective upon posting.

13. Contact for SLA & Compliance Matters
Legal Department
Bani Global Industries LLP
Email: legalteam@baniglobal.in

Registered Office:
203, A/3, Kundan Mansion, Turkman Gate,
Asaf Ali Road, Central Delhi – 110002