Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") is entered into by and between Misiki Technologies LLP, ("Service Provider") and Customer, ("Customer") for the purchase of a customized version of Litekart as per the Ecommerce Development Agreement as a white-labeled branded solution.

2. Scope of Services

Misiki Technologies agrees to provide Customer with access to a separate codebase specially made for Customer.
As per the ecommerce agreement Customer will own the codebase and all derivatives of it upon final delivery.
Misiki agrees to deliver the features as per Litekart Enterprise Features (Annexture-I) including the customisation specification documents provided by Customer.
Misiki Technologies will provide best effort assistance with product customization and existing ecommerce features.

3. Service Description

3.1 Ecommerce Website Development: Customized, responsive online store optimized for fast page-load across devices.

3.2 Customization: Ability to work with developers to customize any aspect of design and shopping cart.

3.3 Personalization: Modular codebase and conditional logic to engage and convert shoppers.

3.4 Mobile Optimization: Fully responsive layouts tested on Android (12-14) and iOS (15-17).

3.5 Performance: Optimized for sub-2s average page load times to boost conversions.

3.6 Security: HTTPS across the entire site for secure, SEO-compliant transactions.

3.7 SEO & Marketing: Built-in SEO optimizations and pre-integrated social promotion tools.

3.8 Integrations & Checkout: Abandoned cart saver, streamlined single-page checkout, Stripe, and APIs.

4. Support and Maintenance

4.1 Developer Support: Access to expert support. Misiki will provide 12 months free support for the delivered software.
4.2 Onboarding: Assistance and a dedicated consultant for migration or launches.
4.3 Business Hours: Monday to Friday 9am to 5pm IST (+4hrs extension during launch weeks).
4.4 Process: Call/WhatsApp/Telegram for fast response. Changes made by non-Misiki staff are excluded.

Severity Level	Description	SLA Response	Resolution Goal
Level 1	Outage with severe business impact (e.g. checkout down)	Within 1 business hour	4 business hours
Level 2	Negatively impacts business, but site remains online	Within 8 business hours	1 business day
Level 3	Non-production issues or minor cosmetic bugs	Within 1 business day	5 business days

Note: Active Severity 1 tickets are worked on continuously until resolved or worked around. Further updates will follow standard business hours.

Responsibilities

Customer shall authorize one coordinator to streamline implementation with Misiki.
Customer is responsible to provide servers, gateways, assets, and subscription details.
Misiki holds sole responsibility for compliance and non-infringement in the finished software.

Metrics and Measurement

Tested on 2 bare-metal servers (64GB RAM each), Litekart supports:

1 Million+ monthly active users.
1 Million+ product catalog sizes.
2,000+ checkout operations per day.
Sub-150ms API response time under optimal conditions.

5. Duration and Termination

Effective upon acceptance and remains active for 12 months unless terminated earlier by either party upon written notice of material breach.

6. Governing Law

Governed by and construed in accordance with the laws of the jurisdiction in which Misiki Technologies LLP is registered.

Service Provider:

Misiki Technologies LLP

Address: #20, Kuarmunda, Sundergarh,
Odisha-770039, India
LIN: AAP-9397

Customer:

Customer

Authorized Signatory

IN WITNESS WHEREOF, the parties have executed this agreement. Effective Date: 23-Jun-2026