SERVICE LEVEL AGREEMENT (SLA)

For Airline API Support, Wallet Management, Ticketing Support, Custom Development & Server Management

Primacy Infotech Pvt. Ltd.

1. Overview

This Service Level Agreement (SLA) defines the support and service commitments offered by Primacy Infotech Pvt. Ltd. for:

  • Airline API Support (LCC & GDS)
  • Wallet Balance Management
  • Ticketing & Booking Support
  • Server & Infrastructure Support
  • Software Code Support
  • Custom Development Support
  • Portal/Website Technical Assistance

Our goal is to ensure stable performance, operational continuity, and quick issue resolution for all travel agency partners, OTA platforms, and enterprise customers.

2. Airline API Support (Third-Party API SLA Applies)

2.1 Responsibility Clarification

Airline APIs are provided by third-party vendors such as:

  • LCC Airlines
  • GDS Providers
  • Consolidator Portals
  • Aggregator APIs (like TBO, Riya Travel, Akbar, Mystifly, etc.)

Important:

👉 API uptime, API response, and technical issues related to the airline API are governed by the SLA of the airline API company.

👉 Primacy Infotech does not control third-party airline API availability.

Our Role:

We provide:

  • API error communication with the airline API provider
  • Coordination with airline/GDS support teams
  • API credential verification
  • Assistance with balance mismatch
  • API health monitoring
  • Documentation & logs sharing
  • Developer support for API endpoint errors

Response Time:

Issue Type Our Response Time
API Down / Major Error 30 minutes
Balance Mismatch / Wallet Error 30 minutes
Credential Issue 1 hour
Normal API Query 4–8 hours

3. Wallet Balance Support (Our Responsibility)

Primacy Infotech ensures:

  • Realtime balance monitoring
  • Low balance notifications
  • Wallet recharge assistance
  • Portal support for credit/debit mismatch
  • Daily reconciliation support

Response Time

  • Critical Wallet Issue: 15–30 minutes
  • Recharge Coordination: Immediate
  • Balance Dispute Validation: 1–4 hours

4. Ticketing & Operational Support

We support all operational issues related to travel bookings:

Included Support:

  • Booking confirmation issues
  • Cancellation & refund coordination
  • PNR remarks support
  • Baggage & SSR (Special Service Request) support
  • Ticket errors or booking failure
  • Airline rule clarification
  • GDS or LCC operational support
  • Fare mismatch & tax mismatch support

Support Hours for Ticketing

✔ All Working Days

✔ Saturday & Sunday support available (limited hours)

✔ Extended support during peak travel season

5. Server & Infrastructure Support (Our Responsibility)

We provide complete support for:

  • Server setup & maintenance (AWS, DO, Contabo, Jeleastic, etc.)
  • Odoo/Laravel/React backend support
  • Application deployment
  • Security patches
  • SSL setup & renewal
  • Backup monitoring
  • Performance optimisation
  • Server downtime resolution

Response Time

Priority Issue Type Response Resolution
P1 Server Down / DB Down 15–30 mins 1–4 hrs
P2 High CPU / Memory 1 hr 4–8 hrs
P3 Slow performance 4 hr 24 hr
P4 General Queries 1 day 2–5 days

6. Software & Custom Development Support

We support:

  • Airline API integration
  • Odoo integration
  • Laravel/React backend code
  • Mobile App (Flutter) code support
  • Custom modules & features
  • Bug fixing
  • UI/UX correction
  • Payment gateway integration

Note:

🔵 Any custom development or night-time development/support attracts additional charges.

(10 PM – 8 AM IST is considered after-hours support)

7. Support Channels

You can communicate with our support team through:

✔ Phone Support

✔ WhatsApp Support

✔ Online Ticketing System

✔ Email Support

✔ Dedicated Account Manager (for large accounts)

Support Contact Details:

📞 Phone: +880 1883-500092

📧 Email: support@primacyinfotech.com

💬 WhatsApp: +880 1883-500092

8. Incident Priority Classification

Priority Description Examples
P1 – Critical System unusable Server down, airline API critical failure
P2 – High Major function broken Ticket booking issues, payment errors
P3 – Medium Normal incidents UI bugs, non-critical API errors
P4 – Low Cosmetic or minor issues UI alignment, text changes

9. Exclusions

Primacy Infotech is not responsible for:

  • Airline API-side downtime or errors
  • Network issues from client side
  • Incorrect booking or manual data-entry mistakes
  • External vendor downtime
  • Unsupported browsers or outdated devices
  • Custom changes not covered under contract
  • Payment gateway downtime

10. After-Hours Support (10 PM – 8 AM IST)

After-hours support is chargeable and includes:

  • Server emergency handling
  • API emergency support
  • Custom development
  • Feature updates
  • Deployment work
  • Code fixes outside normal hours

Contact us for after-hours pricing.

11. Escalation Matrix

Level 1 – Support Desk

📞 +880 1883-500092

📧 vg@primacyinfotech.com

Level 2 – Senior Technical Manager

📞 +91 70032 74416

📧 support@primacyinfotech.com

Level 3 – Director

📧 kabir@primacyinfotech.com

12. SLA Validity

This SLA is valid for 12 months and renews automatically unless revised.