Service Level Agreement (SLA)
Last Updated: March 2025
1. Introduction
This Service Level Agreement ("SLA") is a commitment by TicketRoot, a product of Root ID Private Limited ("Company," "we," "us," or "our") to provide reliable, high-quality event technology services to our clients ("Customer"). This SLA outlines the service uptime guarantees, support commitments, incident response times, and escalation processes applicable to TicketRoot’s event management solutions, including ticketing, registration, check-in, networking, lead scanning, managed event services, and cashless payments.
2. Service Uptime Commitment
TicketRoot guarantees a 99.9% uptime for core services, measured on a monthly basis, excluding scheduled maintenance. Core services include:
- Event Ticketing & Registration
- Check-in & Badge Printing
- Networking & Lead Scanning
- Managed Services & Event Analytics
- Cashless Payments & Event Wallets
- Live Polling, Q&A, and Audience Engagement Tools
3. Support Services & Response Times
TicketRoot provides 24/7 support for critical issues and offers the following service levels:
Severity Level |
Severity Level |
Response Time |
Resolution Time |
Critical |
Complete platform outage, event-wide service failure.
30 minutes |
4 hours |
High |
Major feature failure affecting event flow (ticketing, check-in, payments).
1 hour |
8 hours |
Medium |
Non-critical feature issue (e.g., UI bug, minor performance lag).
4 hours |
24 hours |
Low |
General inquiry, minor inconvenience.
12 hours |
Best Effort |
4. Service Credits for Downtime
If TicketRoot fails to meet the 99.9% uptime commitment, customers may be eligible for limited service credits, calculated based on the impact of downtime:
Monthly Uptime % |
Service Credit % (of Monthly Fee) |
99.9% - 100% |
No credit |
99.9% - 100% |
3% credit |
98.0% - 98.99% |
5% credit |
Below 98.0% |
10% credit (capped) |
6. Security & Data Protection
- TicketRoot follows industry-standard encryption and access controls for all event data.
- Personal data, including attendee check-ins, networking activity, and cashless payment transactions, is stored securely.
- In case of a security breach, affected customers will be notified within 72 hours.
7. Refund Policy & Liability Limitations
- No refunds are provided for downtime unless agreed upon in a custom enterprise contract.
- TicketRoot is not liable for financial losses due to event disruptions, ticketing errors caused by the organizer, or external service failures (e.g., payment processor downtime).
- Service credits are the sole remedy for unmet uptime commitments.
8. Governing Law & Dispute Resolution
- This SLA is governed by Indian law.
- Any disputes will be resolved through arbitration in Mumbai, India.
12. Contact Information
For questions about these SLA, contact us at:
Root ID Private Limited
Registered Address: 5th Floor, 52, Prem Bhavan, Jamshedbaug Compound, SBS Road, Colaba, Mumbai City, Maharashtra, 400005
Email: av@ticketroot.com
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FAQs
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