SERVICE LEVEL AGREEMENT (SLA)

Between

Campus Marg Innovative Tech Services LLP
(Operating as CMI BPO Services)

and

Client: ___________________________

Effective Date: ____________________

Agreement Version: 1.0

1. Purpose

This Service Level Agreement ("SLA") defines the service standards, responsibilities, performance commitments, and operational procedures applicable to services provided by Campus Marg Innovative Tech Services LLP, operating as CMI BPO Services ("Service Provider"), to the Client.

This SLA forms part of the Master Service Agreement (MSA), Work Order, Statement of Work (SOW), Proposal, or Purchase Order executed between the parties.

2. Scope of Services

The Service Provider may provide one or more of the following services:

  • Inbound Customer Support

  • Outbound Customer Support

  • Technical Support

  • Email Support

  • Live Chat Support

  • WhatsApp Business Support

  • Social Media Support

  • Omnichannel Customer Service

  • Back Office Processing

  • Data Entry & Data Management

  • Document Processing

  • Recruitment Process Outsourcing (RPO)

  • HR Support Services

  • Lead Generation

  • Appointment Setting

  • Order Processing

  • Complaint Resolution

  • Customer Verification

  • KYC Support

  • Helpdesk Services

  • Other services as mutually agreed.

3. Service Hours

Unless otherwise agreed:

  • Business Hours: Monday to Saturday

  • Working Hours: As defined in the applicable Statement of Work (SOW)

  • 24×7 support may be provided where contractually agreed.

4. Service Availability

The Service Provider will use commercially reasonable efforts to maintain service availability.

Target Availability: 99.5%

Scheduled maintenance, emergency maintenance, force majeure events, and client-side failures are excluded from availability calculations.

5. Performance Standards

The following targets may apply depending on the project:

Voice Support

  • Average Speed of Answer (ASA): ≤ 30 seconds

  • Average Handle Time (AHT): As defined in the project

  • First Call Resolution (FCR): Project-specific

  • Customer Satisfaction (CSAT): Target as agreed

  • Call Quality Score: ≥ 90%

Email Support

  • First Response Time: Within agreed SLA

  • Resolution Time: As defined by ticket priority

  • Quality Score: ≥ 95%

Live Chat Support

  • Initial Response Time: ≤ 30 seconds

  • Resolution Time: As agreed

  • Customer Satisfaction: Project-specific

Back Office Processing

  • Processing Accuracy: ≥ 98%

  • Turnaround Time (TAT): As agreed

  • Data Validation Accuracy: ≥ 99%

6. Ticket Priority Matrix

Critical (Priority 1)

Examples:

  • Complete service outage

  • Business-critical failures

Target Response:
Within 30 minutes

Target Resolution:
As agreed in the SOW based on severity.

High (Priority 2)

Examples:

  • Major functionality affected

  • Multiple users impacted

Target Response:
Within 1 hour

Medium (Priority 3)

Examples:

  • Minor service interruption

  • Single user issue

Target Response:
Within 4 business hours

Low (Priority 4)

Examples:

  • General queries

  • Enhancement requests

Target Response:
Within 1 business day

7. Quality Assurance

CMI BPO Services maintains quality through:

  • Call monitoring

  • Chat reviews

  • Email quality audits

  • Process compliance checks

  • Customer feedback analysis

  • Regular coaching sessions

  • Performance reporting

  • Continuous improvement initiatives

8. Reporting

Reports may include:

  • Daily operational reports

  • Weekly performance reports

  • Monthly business reviews

  • SLA compliance reports

  • Productivity reports

  • Quality reports

  • Attendance reports

  • Customer satisfaction reports

Reporting frequency shall be defined in the Statement of Work.

9. Client Responsibilities

The Client shall:

  • Provide accurate project requirements.

  • Deliver training materials where applicable.

  • Provide timely approvals.

  • Grant necessary system access.

  • Designate a project contact.

  • Communicate changes promptly.

  • Make payments as agreed.

10. Service Provider Responsibilities

CMI BPO Services shall:

  • Recruit and manage operational staff.

  • Deliver services professionally.

  • Maintain confidentiality.

  • Protect client information.

  • Meet agreed service levels.

  • Provide trained personnel.

  • Monitor operational performance.

  • Ensure business continuity planning.

11. Confidentiality

Both parties agree to protect confidential information exchanged during the engagement.

Confidential information shall not be disclosed except:

  • With written authorization.

  • Where required by law.

  • To authorized personnel on a need-to-know basis.

12. Information Security

CMI BPO Services follows commercially reasonable information security practices, including:

  • Access control procedures

  • Password-protected systems

  • Employee confidentiality obligations

  • Secure document handling

  • Restricted access to client information

  • Data backup procedures

  • Antivirus and endpoint protection

  • Security awareness training

Where required by contract, additional client-specific security controls may be implemented.

13. Business Continuity

The Service Provider maintains business continuity measures designed to minimize disruption in the event of:

  • Power failures

  • Internet outages

  • Natural disasters

  • Equipment failures

  • Other operational disruptions

Recovery procedures will be executed in accordance with internal business continuity plans.

14. Escalation Matrix

Level 1 – Team Leader

Level 2 – Operations Manager

Level 3 – Account Manager

Level 4 – Senior Management

Escalation contacts will be shared separately at the start of the engagement.

15. Change Management

Any changes affecting:

  • Scope

  • Pricing

  • Staffing

  • Technology

  • Service levels

  • Deliverables

must be approved in writing by both parties before implementation.

16. Service Credits

Where specifically agreed in writing, service credits for SLA breaches shall be calculated in accordance with the applicable Master Service Agreement or Statement of Work. Unless expressly agreed, failure to meet an SLA target does not automatically entitle the Client to refunds or credits.

17. Exclusions

The following are excluded from SLA calculations:

  • Client-side network failures

  • Third-party platform outages beyond the Service Provider's control

  • Scheduled maintenance

  • Emergency maintenance

  • Force majeure events

  • Delays caused by incomplete client information

  • Delays due to regulatory or legal requirements

18. Term and Review

This SLA becomes effective on the Effective Date and remains in force until terminated or replaced by mutual written agreement.

Performance and SLA metrics may be reviewed periodically to reflect changing business requirements.

19. Limitation of Liability

Except where prohibited by law or otherwise agreed in writing, the Service Provider's liability arising under this SLA shall be limited as set out in the applicable Master Service Agreement or commercial contract. Neither party shall be liable for indirect, incidental, consequential, special, or punitive damages.

20. Governing Law

This Service Level Agreement shall be governed by and construed in accordance with the laws of India.

Any disputes shall be subject to the jurisdiction of the competent courts where Campus Marg Innovative Tech Services LLP maintains its principal place of business, unless otherwise agreed in writing.

21. Contact Information

Campus Marg Innovative Tech Services LLP
(Operating as CMI BPO Services)

Email: privacy@cmibpo.com

Phone: +91 9700880567

Website: www.cmibpo.com

22. Acceptance

By executing the applicable Master Service Agreement, Statement of Work, Purchase Order, or other written agreement referencing this SLA, both parties acknowledge that they have read, understood, and agree to comply with the service standards and obligations described herein.