This Support and Service Level Agreement will apply only if the Customer is on active subscription on Knorish pursuant to a paid signup and completion of payment. Provided that the Customer remains current in its payment obligations to Knorish, Knorish will use commercially reasonable efforts to provide the services specified herein to the Customer and to meet the service levels specified herein.

1. CUSTOMER SUPPORT

1.1 Support Hours

For Severity Level 1 matters, Knorish’s support team is actively monitoring systems and resolving issues 24/7. For all other Severity Levels, support is generally available Monday to Friday, 10 AM to 6 PM IST, excluding public holidays. Critical systems are continuously monitored to ensure minimal disruption to customers.

1.2 Support Contacts

Knorish offers multiple channels for contacting the support team:

1. Ticketing System: Submit a ticket through our knowledge base at support.knorish.com.
2. Phone: Call us at +91-7217724992.
3. Email: Reach out to us at support@knorish.com.
4. Chat: Access live chat support directly from your Knorish dashboard.

1.3 Support Portal

To enable such support, customers must report technical issues in a timely manner using the ticketing system available at support.knorish.com. The system allows for severity level tracking to ensure prompt responses.

2. SUPPORT ISSUE SEVERITY LEVELS, RESPONSE TIMES, ISSUE RESOLUTION, AND ESCALATION

2.1 Severity Levels and Descriptions

1. Severity Level 1: Occurs when the site is inaccessible to all users.
2. Severity Level 2: Occurs when there is a significant loss of system functionality affecting many users but not all.
3. Severity Level 3: Occurs when there is a minor loss of functionality, which allows the system to be used for its core purpose.
4. Severity Level 4: Occurs when the issue has no direct impact on business operations, such as inquiries for feature enhancements or non-urgent bugs.

2.2 Resolution Times

Knorish aims to resolve issues as follows:

• Severity Level 1: Resolution within 4 hours (where possible.)
• Severity Level 2: Resolution within 1 business day.
• Severity Level 3: Resolution within 2 business days.
• Severity Level 4: Resolution as per priority in the development cycle.

2.3 Escalation

Issues may be escalated to Knorish management via the ticketing system or direct escalation requests. Customers can escalate by adding the term "escalate" in the subject line of a ticket or by contacting the Knorish support team.

3. UPTIME

Knorish is committed to providing a 99.99% uptime guarantee with 24/7 monitoring of critical systems. This metric excludes events beyond Knorish’s reasonable control, such as global outages of widely used technology platforms. While Knorish strives to ensure minimal downtime, there may be rare and unavoidable disruptions.

How 99.99% Uptime is Calculated: Uptime is measured as the percentage of total time the systems are operational and accessible during a calendar month. Planned maintenance windows and outages outside of Knorish’s control are excluded from this calculation.

4. EXCLUDED ISSUES AND REMEDIES

4.1 Excluded Issues

The following issues fall outside the scope of Knorish's support services:

• Failures arising from third-party software or hardware, including network outages beyond Knorish’s control.
• Misuse or intentional negligence by the Customer.
• Requests for non-support-related services, such as feature customization or product enhancement inquiries.

4.2 Remedies

The Customer's sole remedy for a breach of this Support and Service Level Agreement by Knorish is the right to terminate the Agreement in accordance with Knorish’s Terms of Service.

This Support and Service Level Agreement ensures our commitment to providing high-quality services, quick resolutions, and reliable system availability for your business needs.