Support & Maintenance
Service Level Agreement (SLA) & Enterprise Support
This Service Level Agreement ("SLA") outlines the performance, uptime standards, response times, and ongoing technical maintenance commitments provided by ARKA Technovation Private Limited (formerly known as Jaikvik Technology India Pvt. Ltd.) to our enterprise partners and digital clients.
Incident Severity Matrix & Response Times
Every support inquiry or telemetry alert is classified into four operational severity tiers based on real-world business impact.
Core production systems down, primary revenue funnel halted, or critical data breach.
Core service degraded, major feature non-functional with high impact on business operations.
Non-critical defect, administrative dashboard anomaly, or workflow workaround available.
General cosmetic update, minor copywriting change, new feature scoping or architecture inquiry.
Enterprise Infrastructure Guarantees
Built on production-grade infrastructure, strict change management, and zero vendor lock-in.
99.95% Infrastructure Uptime Guarantee
All managed Next.js web applications, enterprise ERP portals, and database clusters deployed by ARKA Technovation are architected with automated health checks, edge caching, and failover redundancy to deliver 99.95% production availability.
Automated Daily Backups & Disaster Recovery
Point-in-time relational database snapshots and encrypted object storage backups are executed daily across isolated geographical availability zones, with a Recovery Point Objective (RPO) < 1 hour and Recovery Time Objective (RTO) < 4 hours.
Proactive Security & Dependency Audits
Continuous vulnerability scanning across npm dependencies, Docker containers, and API endpoints. Security patches and critical zero-day fixes are rolled out immediately within 24 hours of disclosure.
Dedicated In-House Specialist Pods
No third-party subcontractors or generic call centers. Support tickets are triaged and resolved directly by senior full-stack software engineers, cloud architects, and systems specialists based in our Sector 63, Noida headquarters.
Direct Executive Escalation
In the unlikely event that a Severity 1 or 2 incident exceeds standard response timelines, enterprise clients have direct access to our Founder & Director, Mr. Kranti Parashar, and our Lead Cloud Architect to ensure uncompromised executive oversight.
Headquarters
Rayos Business Park, Sector 63, Noida
Emergency Support
+91 97114 87316
Support Ticket Desk
support@arkatechnovation.com