1. Purpose of the SLA
- Define service expectations
- Establish execution timelines
- Ensure transparent communication
- Protect both Client and Service Provider
- Maintain consistent service quality
- Clarify responsibilities and limitations
2. Scope of Services Covered
- Property Management Services
- Parents Caretaking Services
- India Visit Assistance
- Courier & Documentation Support
- Second Home Maintenance
- Other Support Services
Each service follows its agreed Service Plan and reporting structure.
3. Service Availability
- Operating Hours: 9:00 AM – 8:00 PM (IST), Monday–Sunday
- Emergency Support: 24/7 (based on feasibility)
- Business-hour response time: Within 4 hours
- WhatsApp / Email acknowledgment: Within 12 hours
4. Onboarding Timelines
Property Services
- Initial assessment: 48 hours
- Documentation drafting: 1–3 working days
- Maintenance scheduling: 2–5 days
- Monthly inspections: Once per month
Parents Care Services
- Needs assessment: Within 24 hours
- Attender/Nurse deployment: 24–72 hours
- Medical appointments: Same or next day
India Visit Assistance
- Itinerary planning: 24–48 hours
- Airport pickup: Immediate confirmation
- Hotel/Cab bookings: Same day
Other Support Services
- Courier/document pickup: 24–48 hours
- Second home inspection: 3–5 days
- Emergency tasks: Earliest possible
5. Service Deliverables
Property Services
- Monthly property reports
- Photos/videos
- Invoices & receipts
- Maintenance logs
- Digital document storage
Parents Care Services
- Daily/weekly logs
- Monthly care report
- Medical summaries
- Emergency alerts
- Caregiver attendance register
India Visit Assistance
- Travel itinerary
- Booking vouchers
- Daily reminders & updates
- Meeting schedules
Other Services
- Task confirmation
- Proof of completion
- Bills & receipts
- Monthly summaries (if recurring)
6. Client Responsibilities
- Provide accurate information
- Share documents on time
- Grant required access
- Make timely payments
- Maintain respectful communication
- Inform about sensitive medical conditions
Non-compliance may cause delays or service suspension.
7. Service Provider Responsibilities
- Deliver services as agreed
- Maintain verified staff
- Provide regular updates
- Ensure data confidentiality
- Share invoices & proofs
- Resolve escalations promptly
8. Reporting Standards
- Daily/Weekly: Parent Care
- Monthly: Property & Second Home
- Per-task: One-time services
Channels: WhatsApp, Email, PDF, Photos & Videos
9. Quality Standards
- Verified caregiving staff
- Background checks (where available)
- Professional vendors
- Safety-first execution
- SLA-driven timelines
10. Exclusions
- Legal or financial representation
- Court or tenant disputes
- Medical diagnosis or procedures
- Government-controlled approvals
- Natural disasters or third-party damages
11. Escalation Matrix
- Level 1 – Relationship Manager (4–6 hrs)
- Level 2 – Service Supervisor (24 hrs)
- Level 3 – Operations Head (48 hrs)
- Level 4 – Director (3–5 working days)
12. Performance Metrics (KPIs)
- On-time completion
- Reporting accuracy
- Response time adherence
- Caregiver attendance
- Customer satisfaction score
13. Termination / Pause of Services
Services may be terminated with 7–30 days notice.
Immediate termination may occur for non-payment, abuse, illegal requests,
or safety concerns.
14. Liability Limitation
Liability is limited strictly to the service fees paid for the specific task.
15. Confidentiality
All personal, medical, and property data remains confidential and is shared
only with the Client.
16. Data Protection
Secure storage, restricted access, encrypted communication,
and GDPR-aligned handling are followed.
17. SLA Review & Updates
This SLA may be updated periodically to reflect service improvements
or operational changes.
Questions about this SLA?