ServeSaaS HR • Customer Support & Service Level Agreement (SLA)
📍 Head Office: Pune, India | support@servesaas.in
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Technical Support & Service Level Agreement

Effective Date: November 1, 2026 • Published by ServeSaaS Technologies, Pune, Maharashtra, India

🛠️ Technical Support Desk

For factory gate kiosk setup, shift synchronization, and payroll formula inquiries:

support@servesaas.in
Target response: < 2 working hours.

✉️ Sales & Plant Onboarding

For new plant onboarding, subscription upgrades, and contractor bulk migration:

info@servesaas.in
Response: < 4 working hours.

1. Official Support Working Hours

ServeSaaS Technologies maintains a centralized engineering support desk located at our headquarters in Pune, Maharashtra, India:

Official Working Hours Schedule:
  • Operating Days: Monday through Saturday (6 Days a Week)
  • Operating Hours: 9:00 AM to 7:00 PM Indian Standard Time (IST)
  • Closed Days: Sundays and Official Indian National Holidays

*Tickets submitted outside of standard working hours are queued with high priority and addressed at the start of the next business morning.

2. Severity Tiers & SLA Target Times

To ensure shopfloor production shifts are never obstructed, reported incidents are categorized into three operational severity levels:

Severity Tier Impact Definition Initial Response Target Resolution
Severity 1 (Critical) Factory gate kiosk disconnected or unable to scan facial punches; workers locked out at shift changeover. < 30 minutes
(During Working Hours)		 < 4 Working Hours
Severity 2 (Major) Core feature degraded (e.g. payroll calculation formula mismatch, CSV muster roll export failure), but kiosk punches continue working. < 2 Working Hours < 12 Working Hours
Severity 3 (Standard) General questions, bulk CSV onboarding help, cosmetic requests, or feature guidance. < 8 Working Hours < 24 Working Hours

3. Remote Plant Onboarding Assistance

Every manufacturing facility deploying ServeSaaS HR receives structured remote onboarding during working hours:

  • Tablet Kiosk Calibration: Live assistance configuring camera angles, anti-spoofing sensitivity, and audible voice confirmation at factory gates.
  • Employee Master CSV Import: Digital onboarding and bulk upload of employee profiles, skill grades, and bank details.
  • Shift & Night-Shift Setup: Configuration of plant-specific rotational rosters, cross-date shift rollovers, and shift schedules.

4. Corporate Support Desk Coordinates

ServeSaaS Technologies • Technical Support Hub
Head Office: Pune, Maharashtra, India
Technical Desk: support@servesaas.in
Sales & Onboarding: info@servesaas.in