SERVICE LEVEL AGREEMENT (SLA) – BIGISO Portal

This Service Level Agreement (“SLA”) forms part of the Terms & Conditions between BIGISO (“we”, “our”, “us”) and the customer (“Client”, “User”, “You”) who subscribes to our cloud-based ISO documentation and certification management platform (“BIGISO Portal”). This SLA outlines the level of service, uptime commitment, support timelines, maintenance practices, and responsibilities for both parties.

1. Purpose of This SLA

The purpose of this agreement is to ensure:

  • Reliable and predictable performance
  • Clear support procedures
  • Defined responsibilities of BIGISO and its users
  • Transparency in service availability
  • Confidentiality and data protection

This SLA remains valid during an active subscription period.

2. Scope of Services Covered

This SLA applies to:

  • BIGISO web portal access
  • ISO documentation tools
  • Cloud storage of customer files
  • SOP builder, forms, audit tools, NCR & CAPA tools
  • Role-based user access
  • Customer support services
  • System backups & security
  • Notifications and updates

This SLA does not apply to offline tools, external consultants, or certification bodies connected to the platform.

3. Service Availability (Uptime Guarantee)

BIGISO targets 99.5% uptime per calendar month.

Uptime includes:

  • Platform dashboard
  • User login
  • Document management tools
  • Database services
  • Cloud storage access

Exclusions from uptime calculation:

  • Scheduled maintenance
  • Emergency maintenance
  • Issues caused by the user’s internet or device
  • Third-party service outages (hosting provider, payment gateway, ISP)
  • Cyberattacks or force majeure events
  • User-side misconfigurations
  • Account suspension due to non-payment or policy violations

If uptime drops below SLA commitment, the only remedy available is support assistance and priority restoration, not monetary compensation.

4. Scheduled Maintenance

BIGISO may perform maintenance to:

  • Upgrade servers
  • Improve platform performance
  • Apply security patches
  • Deploy new features

Maintenance will usually be scheduled during low-usage hours with prior notification via email or dashboard. Emergency maintenance may occur without notice.

5. Support Services & Response Times

Support Channels

  • Email Support: support@thebigiso.com
  • Ticket-based support (for enterprise clients)
  • Phone or WhatsApp (if applicable)

Support Hours

Monday to Saturday: 10:00 AM – 7:00 PM IST
Closed on Sundays & National Holidays

Response Time Commitments

Issue TypeDescriptionResponse Time
CriticalSystem down, data inaccessible4–8 hours
HighMajor feature not working24 hours
MediumForm issues, minor errors48 hours
LowGeneral help, UI queries72 hours

Resolution time may vary depending on complexity.

6. Data Backup & Recovery

BIGISO performs:

  • Daily incremental backups
  • Weekly full backups
  • Encrypted backups stored securely
  • Best-effort recovery support if required

Backup Limitations:

  • Some data entered by the user just before a failure may not be recoverable
  • BIGISO is not responsible for data loss caused by user actions (deletion, overwrite, incorrect upload)
  • Users are encouraged to periodically download important documents.

7. Security & Compliance

BIGISO ensures:

  • Secure hosting infrastructure
  • Password encryption
  • SSL/TLS encrypted access
  • Role-based access control
  • Activity logs & audit trails
  • Regular security patching
  • GDPR-oriented practices

However, BIGISO cannot guarantee:

  • 100% protection from cyberattacks
  • Recovery of maliciously deleted files by the user
  • Certification approval or audit outcomes

8. Customer Responsibilities

Users must:

  • Provide accurate company information
  • Maintain confidentiality of login credentials
  • Ensure stable internet connection
  • Use updated browsers/devices
  • Follow BIGISO guidelines and policies
  • Avoid uploading harmful or illegal content
  • Report issues promptly
  • Ensure their sub-users act responsibly

BIGISO will not be responsible for issues caused by user negligence.

9. Limitations & Exclusions

This SLA does NOT apply to:

  • Downtime caused by user-side issues (devices, browsers, firewalls, ISP)
  • Third-party integrations (email services, payment gateway, consultants)
  • ISO certification results or decisions
  • Incorrect documentation prepared by the user
  • Loss caused by misuse, unauthorized access, or negligence
  • Force majeure (natural disasters, political events, cyberattacks)

BIGISO does not provide legal, consulting, or certification decisions.

10. SLA Violations & Remedies

If service availability falls below SLA due to BIGISO’s fault:

  • We will prioritize incident resolution
  • We may offer extended support or priority service as compensation
  • No financial refunds or credits are provided

The remedies in this SLA are the exclusive remedies for service-related issues.

11. Changes to This SLA

BIGISO reserves the right to update or modify this SLA at any time. Users will be notified of changes through email or platform notification.

12. Contact Information

For SLA or support inquiries:

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