Service Level Agreement (SLA)

This Service Level Agreement (SLA) has been prepared between SewaMitra and its customers to define the quality standards, responsibilities, service processes, and expected performance levels for the manpower and outsourcing services provided by SewaMitra. This document shall apply to all Skilled, Semi-Skilled, and Unskilled manpower services, contract staffing, outsourcing services, housekeeping, security services, office support, industrial labor, technical personnel, and other workforce solutions offered by SewaMitra 24.

1. Purpose
The objectives of this SLA are to –

• Define clear service quality standards.
• Clarify the responsibilities of both the customer and SewaMitra 24.
• Ensure timely and transparent service delivery.
• Establish an effective grievance redressal mechanism.
• Evaluate service performance.
• Strengthen long-term business relationships.

2. Scope of Services
SewaMitra 24 may provide the following services –

• Skilled Manpower
• Semi-Skilled Manpower
• Unskilled Labour
• Contract Staffing
• Office Support Staff
• Housekeeping Staff
• Security Personnel
• Drivers
• Electricians
• Plumbers
• Machine Operators
• Helpers
• Warehouse Staff
• Factory Workers
• Data Entry Operators
• Hospitality Staff
• Facility Management Support

Additional services may be provided based on mutual agreement and availability.

3. Service Request Process
Customers may submit service requests through –

• Website
• Mobile
• E-mail
• Telephone
• WhatsApp
• Written Agreement

Upon receiving a service request, SewaMitra shall assess the requirements and initiate the process based on feasibility and resource availability.

4. Service Delivery Timeline
The time required for manpower deployment depends on the following factors –

• Number of personnel required.
• Location of the worksite.
• Nature of the assignment.
• Requirement of specialized skills.
• Verification of documents.
• Local conditions.

SewaMitra 24 shall make every reasonable effort to provide the required workforce within the mutually agreed timeframe, however, delivery timelines may vary under special circumstances.

5. Responsibilities of SewaMitra
SewaMitra 24 shall –

• Make reasonable efforts to provide suitable manpower.
• Verify necessary documents to the extent reasonably possible.
• Maintain transparent communication with customers.
• Resolve complaints in a timely manner.
• Continuously strive to improve service quality.
• Comply with applicable Indian laws and labour regulations.

6. Responsibilities of the Customer
The customer shall –

• Provide a clear description of the work.
• Ensure a safe working environment.
• Make payments on time.
• Treat deployed personnel with dignity and respect.
• Provide necessary safety equipment.
• Refrain from assigning illegal or hazardous work beyond the agreed scope.
• Comply with all applicable workplace safety regulations.

7. Replacement Policy
If the deployed employee –

• Remains consistently absent.
• Is found incapable of performing the assigned work.
• Displays inappropriate behaviour.
• Violates the terms of the agreement.
• SewaMitra shall make reasonable efforts to provide a replacement, subject to verification and availability.

8. Grievance Redressal
Customers may contact SewaMitra 24 regarding any complaint. Complaints shall be addressed through the following process –

• Receipt of complaint.
• Preliminary review.
• Verification of facts and documents.
• Communication with the concerned parties.
• Appropriate resolution.
• Closure of the complaint.

9. Quality Standards
SewaMitra 24 shall strive to uphold the following service quality principles –

• Punctuality.
• Professional conduct.
• Transparency.
• Accountability.
• Confidentiality.
• Safety.
• Customer satisfaction.
• Ethical business practices.

10. Service Availability
Although SewaMitra 24 strives to provide uninterrupted services, service delivery may be affected due to –

• Natural disasters.
• Pandemics.
• Government orders.
• Strikes.
• Transportation disruptions.
• Technical issues.
• Law and order situations.

In such circumstances, SewaMitra 24 shall make reasonable efforts to provide alternative solutions at the earliest opportunity.

11. Payment
Payments –

• Shall be made in accordance with the agreement.
• Shall be made within the prescribed timeline.
• May be subject to applicable taxes and statutory charges.
• May attract contractual action in case of delayed payment.

12. Confidentiality
Both the customer and SewaMitra 24 shall protect each other’s confidential business information, documents, and personal data and shall not disclose such information without prior consent or unless required by applicable law.

13. Performance Review
Where necessary, SewaMitra 24 and the customer may jointly review –

• Service quality.
• Employee performance.
• Customer satisfaction.
• Complaints.
• Corrective measures.

Such reviews may be conducted periodically to ensure continuous improvement.

14. Termination of Services
Services may be terminated under the following circumstances –

• Material breach of the agreement.
• Repeated payment default.
• Illegal activities.
• Misconduct towards deployed personnel.
• Violation of safety regulations.
• Orders issued by a competent court or statutory authority.

15. Limitation of Liability
SewaMitra 24 provides its services with reasonable care and professional standards. However, SewaMitra 24 shall not be liable for any indirect, incidental, consequential, commercial, or financial losses. Under all circumstances, SewaMitra’s maximum liability shall be limited to the actual service fees received for the concerned service.

16. Force Majeure
SewaMitra 24 shall not be held responsible for any delay or interruption in services resulting from circumstances beyond its reasonable control, including earthquakes, floods, pandemics, war, riots, government restrictions, power outages, cyber-attacks, transportation disruptions, or other force majeure events.

17. Amendments
SewaMitra 24 reserves the right to amend this SLA from time to time. The revised version shall become effective upon publication on the website or as communicated through the applicable agreement.

18. Governing Law
This Service Level Agreement shall be governed and interpreted in accordance with the applicable laws of India. Any dispute arising under this Agreement shall be subject to the exclusive jurisdiction of the competent courts having jurisdiction over the location of SewaMitra’s registered office.

19. Contact Us
If you have any questions, suggestions, or require clarification regarding this Service Level Agreement (SLA), please contact us through the official communication channels available on the SewaMitra 24 website.

SewaMitra’s objective is not merely to provide manpower but to establish long-term, transparent, responsible, and trustworthy business relationships with its customers. We consider timely service, quality workforce, ethical business conduct, and customer satisfaction to be our highest priorities and remain committed to delivering excellence in every service we provide.