Vahanse Service Level Agreement

Status: DRAFT — FOR LEGAL REVIEW — NOT FOR EXECUTION

Version: 0.9 - Counsel Review Draft

Draft date: 31 August 2026

Operator: Vahanfin Solutions Private Limited (CIN U52290JH2023PTC021512)

Brand: Vahanse

Head office: Vahanfin Solutions Pvt Ltd, Nabibux House, 3rd Floor, Vakola Bridge Road, Santacruz (E), Mumbai 400 055, Maharashtra, India

This document is a Vahanse-specific working draft prepared for Vahanfin Solutions Private Limited (CIN U52290JH2023PTC021512), which operates the Vahanse brand. It is not legal advice and must be reviewed, approved and adapted by qualified Indian counsel before publication, signature or reliance. Commercial values, support contacts, regulatory representations, security commitments, service levels and any customer-specific terms must be validated against actual operations and contracts.

Purpose: Defines platform/support SLA while separating Authority and third-party processing times.

Audience: Enterprise, API and white-label customers

1. Scope

This SLA applies only to Services and components expressly identified as SLA-covered in the Order Form. It does not create service levels for Authorities, government portals, courts, RTOs, insurers, banks, telecommunications providers, Customer systems or other independent third parties.

2. Availability Commitment

Monthly Availability Commitment: [UPTIME_COMMITMENT – approve commercially]. Availability is measured for the designated production API/dashboard endpoints using Vahanse monitoring, excluding permitted exclusions.

3. Availability Formula

Monthly Availability % = (Total minutes in month – Unavailable minutes) / Total minutes in month × 100, after excluding Scheduled Maintenance and SLA Exclusions.

4. Scheduled Maintenance

Vahanse may perform scheduled maintenance with reasonable advance notice where practicable. Emergency maintenance needed for security, legal compliance or critical stability may occur without standard notice.

5. Exclusions

• Government/Authority/source-system outage, blocking, rate limitation or record delay.
• Customer application, network, credentials, configuration or integration failure.
• Internet, telecom, cloud or payment-provider failure outside Vahanse reasonable control.
• Force majeure.
• Unauthorized use, attack or abuse by Customer or its users.
• Beta, sandbox, preview or expressly non-production service.
• Suspension permitted under the Agreement.

6. Incident Severity

P1 Critical: production service unavailable or material security/transaction impact affecting a substantial portion of contracted operations with no reasonable workaround. P2 High: major feature materially degraded with limited workaround. P3 Medium: non-critical defect with workaround. P4 Low: question, cosmetic issue or feature request.

7. Response Targets

P1 initial response: [P1_RESPONSE]. P2: [P2_RESPONSE]. P3: [P3_RESPONSE]. P4: [P4_RESPONSE]. “Response” means acknowledgement and active triage, not guaranteed resolution.

8. Support Hours

Support coverage: [SUPPORT_HOURS]. After-hours P1 handling, if purchased, will be stated in the Order Form. Customer will provide designated support contacts and sufficient diagnostic information.

9. Service Restoration Targets

Restoration/mitigation targets may be stated by plan but are targets rather than guarantees unless expressly defined as service-level commitments. Permanent remediation may follow after service is restored.

10. External Service TAT

RTO, court, virtual-court, insurance, permit, fitness, tax, document and similar execution timelines are “estimated turnaround times” unless the specific step is fully under Vahanse control. Authority approval/disposal time is excluded from platform SLA.

11. Service Credits

If approved in the Commercial Schedule, Customer may claim [SERVICE_CREDIT_FORMULA] for a verified SLA breach. Credits are Customer’s sole monetary remedy for availability SLA failure and may not exceed [CREDIT_CAP] of the monthly affected recurring fee. Claims must be made within [30] days.

12. Reporting and Escalation

Vahanse will provide incident/status information appropriate to severity. Enterprise escalation contacts and post-incident reports for qualifying P1 incidents may be provided as stated in the plan.

13. Customer Responsibilities

Customer must maintain current contacts, secure credentials, supported integrations and reasonable error handling. SLA relief applies where Customer action or information is required and delayed.

14. Changes

SLA values are contractual only when completed in the Order Form/Commercial Schedule. Marketing or documentation examples do not override the signed values.