Gravity Power Solution
Service Level Agreement (SLA)
Scope: This SLA covers UPS & Inverter rental services, uptime commitments, support response, and client obligations.
1. Support Scope
- Inverter/UPS equipment functionality
- Battery performance and health
- Auto-debit billing queries
- Rental agreement clarifications
- KYC and eMandate issues
2. Service Response & Resolution Times
| Service Type | Response Time | Resolution Time |
|---|---|---|
| Initial Technical Response | Within 1–2 hours | — |
| On-site Visit (if required) | Within 24 hours | As per availability |
| Faulty UPS/Battery Replacement | — | Within 48 working hours |
3. Support Availability
- Phone Support: 24×7
- Video Call Support (Remote Diagnostics): 24×7
- Email Support: Response within 3–4 hours (business days)
- On-site Support: Bangalore, Chennai, Hyderabad & Noida
4. Preventive Maintenance
- AMC clients receive scheduled preventive checks.
- Notifications sent via WhatsApp/SMS before each PM visit.
5. Exclusions
- Delays due to site inaccessibility or lack of infrastructure
- Equipment damage from mishandling/external faults
- Force Majeure (natural disasters, strikes, etc.)
6. Customer Responsibilities
- Ensure site access for support teams
- Keep contact/address details updated
- Inform billing-related changes before the due date
7. Important Notice
UPS and inverter batteries under rental are property of Gravity Power Solution and must not be:
- Resold or offered for resale
- Moved without written consent
- Tampered, dismantled, or misused
Fraud Warning: Violations may lead to legal action, equipment recovery, and blacklisting.
✅ Acknowledgement
By subscribing to Gravity Power Solution’s rental services, the client agrees to this SLA.
Email: info@gravityups.in
Phone: +91 9071615552 / 080 3572 4073
Website: https://gravitypowersolution.com