Effective date 24 June 2026
This Enterprise Service Level Agreement (“SLA”) forms part of the Enterprise Agreement and Terms of Service between Controlshift Talent Private Limited (“Controlshift”, “Yuruka”, “we”, “our”, or “us”) and the Enterprise Customer (“Customer”).
This SLA applies only to Customers who have purchased or entered into a valid Enterprise Agreement with Yuruka.
Customers using the Pay-as-you-go plan are not covered by this SLA unless expressly agreed in writing.
The purpose of this SLA is to define:
This SLA applies to the following Enterprise Services:
Third-party services integrated into Yuruka are not covered unless expressly agreed in writing.
A Business Day means Monday through Friday, excluding public holidays observed in Haryana, India, unless otherwise agreed in writing.
Business Hours are:
Monday – Friday
09:00 AM – 06:00 PM IST (Indian Standard Time)
Enterprise Customers with Premium Support may receive extended support hours under a separate written agreement.
Downtime means the inability of Enterprise Customers to access the core Yuruka production platform due to an issue solely attributable to Yuruka.
Downtime begins when Yuruka confirms a qualifying production incident and ends once the affected Services are restored.
The following are excluded from downtime calculations:
Yuruka will use commercially reasonable efforts to maintain:
Monthly uptime is calculated using:
\[(Total Minutes − Downtime Minutes) ÷ Total Minutes\] × 100
Only qualifying downtime counts toward this calculation.
To maintain platform reliability, Yuruka may conduct scheduled maintenance.
Where reasonably practicable:
Sundays
01:00 AM – 05:00 AM IST
Maintenance performed during this window is excluded from uptime calculations.
Yuruka may perform emergency maintenance without prior notice to:
Emergency maintenance is excluded from uptime calculations.
Examples include:
Target Initial Response: Within 2 Business Hours
Status Updates: Every 4 Business Hours
Examples include:
Target Initial Response: Within 4 Business Hours
Status Updates: At least once per Business Day
Examples include:
Target Initial Response: Within 1 Business Day
Examples include:
Target Initial Response: Within 2 Business Days
Enterprise support requests may be submitted through:
Email: support@yuruka.com
Support requests should include:
Providing complete information helps reduce resolution time.
To receive support under this SLA, Customers agree to:
Failure to cooperate may affect response and resolution times.
This SLA does not apply to interruptions caused by:
Where Yuruka becomes aware of a confirmed security incident affecting Customer Data, Yuruka will:
Yuruka maintains commercially reasonable backup and disaster recovery procedures designed to support service continuity.
Customers remain responsible for maintaining copies of business-critical information where appropriate.
If an Enterprise Customer believes a production issue requires escalation, the Customer may request escalation through:
support@yuruka.com
Escalated incidents will receive additional internal review and priority based on business impact and technical severity.
Unless expressly stated in a separately executed Enterprise Agreement:
Nothing in this SLA creates an obligation to provide refunds, credits, or financial compensation.
Nothing in this SLA modifies or expands the limitation of liability contained in the Yuruka Terms of Service.
All liability limitations contained in the Terms of Service remain fully applicable.
Controlshift Talent Private Limited may update this SLA from time to time.
Material changes will be communicated to Enterprise Customers where required by applicable agreements or law.
For Enterprise Support:
Controlshift Talent Private Limited
Registered Office:
944, Block C Sushant Lok Phase 1 Gurugram, Haryana – 122001 India
Website: https://yuruka.com
Email: support@yuruka.com
© Controlshift Talent Private Limited. All Rights Reserved.
