Pharma Manufacturing ERP & BMR Solutions

bline_sla

SERVICE LEVEL AGREEMENT (SLA)

BLine Solution Private Limited

This Service Level Agreement (“SLA”) defines the service standards, availability commitments, support response times, and remedies provided by BLine Solution Private Limited (“BLine” or “Service Provider”) to its clients (“Customer”) for the BLine software platform and associated services. This SLA applies to business customers unless otherwise stated. Mandatory local consumer and data protection laws may provide additional rights that cannot be waived.

1. Service Availability Commitment

BLine commits to the following monthly uptime targets based on service tier:

  1. Enterprise:- 99.9% uptime, maximum 43.8 minutes downtime per month, measured on a rolling 30-day calendar.
  2. Professional:- 99.5% uptime, maximum 3.65 hours downtime per month, measured on a rolling 30-day calendar.
  3. Standard:- 99.0% uptime, maximum 7.3 hours downtime per month, measured on a rolling 30-day calendar.
  4. Scheduled maintenance is excluded from SLA calculation, with a maximum of 4 hours per month and 72 hours advance notice.

Uptime is calculated as: (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100. Scheduled maintenance, force majeure events, and downtime caused by Customer’s own actions are excluded from this calculation.

2. Support Response & Resolution Times
  1. P1 Critical:- Complete system outage or data integrity issue affecting GxP regulated operations. Initial response: 30 minutes (24×7×365). Resolution target: 4 hours.
  2. P2 High:- Major feature unavailable, significant performance degradation, no workaround available. Initial response: 2 hours (24×7). Resolution target: 8 business hours.
  3. P3 Medium:- Feature impaired, workaround available, non-critical compliance issue. Initial response: 4 business hours. Resolution target: 3 business days.
  4. P4 Low:- General queries, minor UI issues, how-to questions, feature requests. Initial response: 1 business day. Resolution target: 10 business days.
3. Support Channels by Tier
  1. Support Portal / Ticketing System:- available on Standard, Professional, and Enterprise.
  2. Email Support:- available on Standard, Professional, and Enterprise.
  3. WhatsApp Business Support:- available on Professional and Enterprise.
  4. Phone / Video Call (Scheduled):- available on Professional and Enterprise.
  5. Dedicated Account Manager:- Enterprise only.
  6. Priority Queue (P1/P2 Fast Lane):- Enterprise only.
  7. After-hours Emergency (P1):- available on Professional and Enterprise.
4. Planned Maintenance & Notifications

Scheduled maintenance is announced a minimum of 72 hours in advance via email and in-platform notification. Emergency maintenance for security patches or critical fixes is announced as soon as practicable. Preferred maintenance window is Sunday 00:00–04:00 IST. Maximum planned downtime is 4 hours per calendar month. Major version upgrades are communicated with 14 days advance notice along with detailed release notes.

5. Backup & Data Recovery
  1. Backup Frequency:- Continuous transaction log backup plus full daily backup.
  2. Backup Retention:- 90 days for Standard, 1 year for Professional, 7 years for Enterprise.
  3. Recovery Point Objective (RPO):- Maximum 1 hour data loss in a worst-case scenario.
  4. Recovery Time Objective (RTO):- Service restored within 4 hours of a declared disaster.
  5. Backup Encryption:- AES-256 encrypted, stored in a separate geographic region.
  6. DR Testing:- Quarterly disaster recovery simulation with documented results, in accordance with ISO 22301 and ISPE GAMP 5.
6. Infrastructure, Cloud & Local Server Deployment
  1. BLine uses a hybrid deployment model: Google Cloud Platform (GCP) for solution deployment and BLine Cloud Platform (BCP) server infrastructure for certain workloads, data residency, and client-specific requirements.
  2. Primary cloud is Google Cloud Platform (GCP), BLine Cloud Platform (BCP) server deployment is available in India and other locations as contracted. GCP regions used include EU, UK, India, Singapore, Australia, UAE, Canada, and other regions as required.
  3. Data residency options are available on request and subject to contract, DPA, and local law. Cross-border transfers are governed by our Privacy Policy, Data Processing Agreement (DPA), and lawful transfer mechanisms such as SCCs, UK Addendum, and GCP Cloud Data Processing Addendum (CDPA).
  4. For Vietnam, there is no GCP region; local server deployment and a Transfer Impact Assessment (TIA) may be required. For Canada, local server processing options may be available to mitigate US CLOUD Act exposure where required.
7. Customer Responsibilities

Customers are required to maintain current and supported browser versions for web application access, provide accurate and timely information when logging support requests, and grant BLine reasonable access to systems and logs to diagnose and resolve incidents.

Customers must designate a named primary contact and technical contact for SLA communications, comply with BLine’s Acceptable Use Policy, and report incidents through official support channels only, not via informal messaging to individual staff.

Customers must also obtain all necessary consents and provide required notices for personal data processed through the platform, and comply with applicable local laws including data protection, export control, and anti-corruption laws.

8. Exclusions

The following are excluded from SLA calculations and obligations: scheduled and emergency maintenance notified in accordance with this SLA. force majeure events including natural disasters, war, terrorism, pandemics, government actions, power outages, internet failures, or cyberattacks; downtime caused by the Customer’s own actions, systems, or third-party services not under BLine’s control, and the Customer’s failure to comply with its responsibilities under this SLA or the underlying agreement.

9. Jurisdiction-Specific Notes
  1. EU:- GDPR / Local DPA: SCCs, GCP CDPA, and EU data residency options apply.
  2. UK:- UK GDPR / ICO: UK Addendum and UK data residency options apply.
  3. India:- DPDP Act 2023: Grievance Redressal Officer, local server options, and security safeguards apply.
  4. Singapore:- PDPA / PDPC: Comparable protection required for transfers; access and correction rights apply.
  5. Australia:- Privacy Act / OAIC: APP 8 cross-border disclosure applies; automated decision-making disclosure required from December 2026.
  6. UAE / Dubai:- PDPL / UAE Data Bureau: DPIA required for high-risk processing; DIFC/ADGM regimes may apply.
  7. Canada:- PIPEDA / OPC, Quebec Law 25: CLOUD Act mitigation, local server options, and breach notification requirements apply.
  8. Vietnam:- PDPD / A05: Transfer Impact Assessment, explicit consent, and localisation options required.

© 2026 BLine Solution Private Limited. All Rights Reserved.

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