Client Service Agreement (SLA)

01. Engagement Framework

This Master Service Agreement ("Agreement") defines the technical and operational responsibilities between WebVibez Software Developer ("Engineering Partner") and the client organization ("Client"). Individual projects or feature modules are executed via mutually agreed Statements of Work (SOW) or custom deployment orders.

02. Scope of Engineering & Deliverables

Deliverables may include, as specified in the client plan:

• White-labeled Native Mobile Apps (compiled Android APK/AAB and iOS IPA builds).
• Administrative Web Command Center & Faculty ERP Portals.
• Real-time Examination and Attendance Synchronization microservices.
• Automated Payment Gateway Webhooks and Instant Notification Dispatchers (FCM/APNs/WhatsApp/SMS).

03. Service Level Agreement (SLA) Commitments

WebVibez commits to the following operational metrics:

• Critical Incident Response (P1): Under 30 minutes for server unresponsiveness during active exam or live class sessions.
• High Priority (P2): Under 4 business hours for administrative dashboard or billing webhook disruptions.
• Scheduled Maintenance: Announced 72 hours prior; carried out strictly in off-peak night hours (01:00 AM – 04:00 AM IST).

04. Data Sovereignty & Non-Disclosure (NDA)

Both parties agree to hold all proprietary institutional data, student information, and proprietary algorithms in strict confidentiality. WebVibez will never disclose, resell, or repurpose client telemetry or student records to any third party under any circumstances.

05. Jurisdiction & Dispute Resolution

This Agreement shall be governed by and construed in accordance with the substantive laws of India. Any disputes arising hereunder shall be subject to the exclusive jurisdiction of the competent courts in Ahmedabad, Gujarat, India.