Service-Level Agreement (SLA)

Siddhrans Affiliate – Service Delivery Standards

1. Purpose of SLA

This Service-Level Agreement defines the performance standards, responsibilities, quality benchmarks, and service delivery expectations for vendors offering services through the Siddhrans Affiliate platform.

2. Scope of Services

This SLA applies to all digital, consultation-based, training, wellness, financial, relationship, and peace-related services listed by vendors on the platform.

3. Service Delivery Standards

• Services must be delivered within the promised time frame.
• Clear communication must be maintained with customers.
• All deliverables must match the listed service description.
• Service quality must meet platform expectations.
• Response to customer inquiries must occur within 24 hours.

4. Performance Metrics

Vendors agree to maintain the following minimum performance levels:
• Service delivery on time: 95%
• Customer satisfaction rating: 4.3/5 or above
• Complaint resolution within 48 hours
• Refund resolution within 5 business days

5. Customer Support Requirements

• Vendors must offer support via WhatsApp, email, or call.
• Issues must be acknowledged within 12 hours.
• Resolution timelines must be clearly communicated.

6. Communication Standards

• Vendors must remain professional, respectful, and transparent.
• No misleading claims may be made.
• All communication must comply with platform policies.

7. Service Failure & Penalties

Failure to meet SLA standards may result in:
• Lower visibility on the platform
• Temporary suspension of listings
• Reduction of affiliate commission visibility
• Permanent removal from the platform in severe cases

8. Refund & Cancellation Handling

• Refund requests must be evaluated within 24 hours.
• Refunds issued only per the official refund policy.
• Excessive cancellation rates may trigger SLA review.

9. Data Security & Privacy

Vendors are responsible for protecting customer data and must not share personal information with third parties. All data must be handled per privacy regulations.

10. Compliance Requirements

Vendors must comply with Indian consumer protection laws, data protection regulations, platform operational guidelines, and ethical service practices.

11. SLA Review & Updates

Siddhrans Affiliate reserves the right to modify SLA terms periodically to maintain platform quality and customer trust.

12. Acceptance

By offering services on Siddhrans Affiliate, the vendor acknowledges and agrees to all terms defined in this Service-Level Agreement.

SLA Acceptance

Vendor Name: ________________________________

Signature: ___________________________________________

Date: ________________________________________________

Siddhrans Affiliate – Authorized Signatory