SLA and Support Policy 

1. Purpose of this Policy

The purpose of this Policy is to clearly define: 

1. SaaS platform availability commitments. 
2. Software support scope. 
3. Hardware support scope. 
4. Remote and onsite support process. 
5. Support response targets based on severity. 
6. Location-based support timelines. 
7. Support coverage for Bangalore, Mumbai, Delhi, Chennai, and other locations. 
8. Role of authorised service partners. 
9. Customer responsibilities. 
10. Exclusions from standard support. 
11. Escalation and resolution process. 
12. Maintenance and downtime handling. 
13. Support limits for third-party services and integrations.

2. Scope of Support

This Policy applies to the following Galla.app products and services, where purchased or subscribed by the Customer: 

1. Retail Management software. 
2. POS Billing software. 
3. Warehouse Management System. 
4. Inventory Management. 
5. WhatsApp Marketing tools. 
6. Ecommerce Development and Managed Ecommerce Services. 
7. Third-party integrations. 
8. APIs, dashboards, reports, and automation. 
9. Cloud-hosted SaaS platform. 
10. Implementation and onboarding support. 
11. Training support. 
12. Configuration support. 
13. Software bug support. 
14. Hardware devices supplied by or through Treewalker Digital Private Limited. 
15. POS devices, barcode scanners, QR scanners, RFID readers, RFID antennas, handheld terminals, printers, tablets, accessories, and related devices. 
16. Hardware troubleshooting through remote or onsite support. 
17. Support through authorised service partners where applicable. 

3. Definitions 

“SaaS Platform” means Galla.app software, dashboards, modules, APIs, reports, automations, integrations, and related cloud-based services. 

“Hardware” means physical devices supplied by or through Treewalker Digital Private Limited, including POS devices, scanners, printers, RFID devices, handheld terminals, tablets, chargers, cables, accessories, and related equipment. 

“Support Request” means a request raised by the Customer for help, troubleshooting, clarification, bug reporting, configuration support, hardware issue, or service issue. 

“Response Time” means the target time within which our support team acknowledges or begins reviewing a support request after it is properly logged through an approved support channel. 

“Resolution Time” means the time required to provide a fix, workaround, replacement, configuration correction, escalation, or closure. Resolution time depends on issue complexity, customer cooperation, third-party dependency, hardware availability, location, and severity. 

“Workaround” means a temporary solution or alternate method that allows the Customer to continue operations while a permanent fix is being worked on. 

“Business Hours” means the standard support hours published by Treewalker Digital Private Limited, unless a separate enterprise support agreement states otherwise. 

“Onsite Support” means physical visit by Treewalker Digital Private Limited team or authorised service partner to Customer location for troubleshooting or support. 

“Remote Support” means support provided through phone, email, chat, ticketing system, video call, screen sharing, remote access tool, logs, or other online method. 

“Authorised Service Partner” means a third-party service provider appointed or approved by Treewalker Digital Private Limited to provide hardware or onsite support at certain locations. 

4.  Support Coverage Summary 

Galla.app support may be provided through: 

1. Email support. 
2. Phone support. 
3. WhatsApp support, if enabled. 
4. Ticketing system. 
5. Online meeting. 
6. Video call. 
7. Remote desktop support. 
8. Screen sharing. 
9. Log review. 
10. Software patch or configuration support. 
11. Hardware troubleshooting. 
12. Onsite visit. 
13. Authorised service partner visit. 
14. Replacement coordination, where applicable. 
15. Manufacturer warranty coordination, where applicable. 

Treewalker Digital Private Limited will first attempt to resolve issues remotely wherever possible. Onsite support will be arranged only where remote troubleshooting is insufficient or where onsite inspection is necessary. 

5. Support Locations 

Treewalker Digital Private Limited may provide direct or coordinated onsite support in the following major cities: 

1. Bangalore. 
2. Mumbai. 
3. Delhi / NCR. 
4. Chennai. 

For locations outside Bangalore, Mumbai, Delhi / NCR, and Chennai, support may be provided through: 

1. Remote support. 
2. Authorised service partner. 
3. Local technician appointed by Treewalker Digital Private Limited. 
4. Manufacturer service centre. 
5. Courier-based device inspection. 
6. Customer-assisted troubleshooting under remote guidance. 
7. Paid onsite visit, where agreed. 

Support timelines may vary based on location, accessibility, travel time, service partner availability, hardware availability, local holidays, weather, logistics, and customer readiness. 

7. Support Channels 

Customers should raise support requests only through approved channels: 

1. Support Email: support@treewalkerlabs.com
2. WhatsApp Support: +91-6366-740-274

Support requests raised through personal numbers, informal chats, or non-approved channels may not be tracked under SLA. 

For proper SLA tracking, every issue should have a ticket number or written support reference. 

8. Information Required for Support 

To provide faster support, the Customer should provide: 

1. Customer name. 
2. Company name. 
3. Location. 
4. Contact person name. 
5. Contact number and email. 
6. Module affected. 
7. User ID or account details. 
8. Store, warehouse, branch, or POS counter affected. 
9. Hardware model and serial number, if applicable. 
10. Invoice number or purchase reference, if applicable. 
11. Description of issue. 
12. Screenshot, photo, video, or error message. 
13. Time when issue started. 
14. Steps to reproduce the issue. 
15. Number of users affected. 
16. Business impact. 
17. Internet/network status. 
18. Device/browser/OS details. 
19. Integration name, if applicable. 
20. Any recent changes made by the Customer. 

Incomplete information may delay diagnosis and response. 

9. Severity Levels

Support requests are classified based on severity and business impact. 

Severity 1: Critical 

A Severity 1 issue means a major production system is unavailable or severely affected, causing significant business disruption. 

Examples: 

1. Galla.app platform is unavailable for all users. 
2. POS billing is completely down for all counters. 
3. Warehouse operations are completely stopped. 
4. Customer cannot access the main account. 
5. Critical production data is not accessible. 
6. Major integration failure stopping all billing, dispatch, or order processing. 
7. Security incident or suspected unauthorised access. 
8. Hardware failure stopping full store or warehouse operation where no backup device is available. 

Severity 2: High 

A Severity 2 issue means a major feature is affected, but business can continue through workaround or partial operation. 

Examples: 

1. POS billing affected for one counter but other counters work. 
2. Warehouse process affected for one workflow but manual workaround exists. 
3. Important report not generating. 
4. Integration delay affecting some orders. 
5. WhatsApp campaign failure for important communication. 
6. Printer, scanner, or RFID device issue affecting one location. 
7. Slow performance affecting multiple users. 
8. Payment or invoice sync issue affecting selected transactions. 

Severity 3: Medium 

A Severity 3 issue means a non-critical feature, configuration, report, user, or process needs support but does not stop business operations. 

Examples: 

1. User access issue for one user. 
2. Report format correction. 
3. Configuration change request. 
4. Minor bug with workaround. 
5. Training or how-to query. 
6. Product master upload issue. 
7. Non-critical dashboard issue. 
8. Minor integration mismatch. 
9. Hardware configuration query. 

Severity 4: Low 

A Severity 4 issue means a general query, enhancement request, cosmetic issue, documentation request, or low-impact support need. 

Examples: 

1. Feature explanation. 
2. New user training request. 
3. Minor UI issue. 
4. Report enhancement request. 
5. New integration enquiry. 
6. Data export guidance. 
7. Non-urgent configuration request. 
8. Future feature request. 
9. AMC or billing query. 

10. Target Response Times

The following response targets apply to properly logged support requests during support hours, unless a separate agreement states otherwise. 

Response time means acknowledgement and start of diagnosis. It does not guarantee final resolution within the same time. 

11.  Target Resolution / Workaround Goals 

Resolution depends on issue complexity, customer cooperation, third-party dependency, data volume, hardware availability, and location. 

For complex software bugs, hardware failures, third-party outages, integration changes, or data correction issues, final resolution may require additional time. 

12. Location-Based Hardware Support Response 

Hardware support timelines depend on issue severity and Customer location. 

For locations outside Bangalore, Mumbai, Delhi / NCR, and Chennai, Treewalker Digital Private Limited may provide support through an authorised service partner or manufacturer service channel. The actual onsite timeline may vary based on city, pin code, local partner availability, travel conditions, and hardware availability. 

13. Hardware Support Process 

Hardware support will normally follow this process: 

1. Customer raises support request. 
2. Support team acknowledges the request. 
3. Remote diagnosis is performed. 
4. Customer may be asked to share photos, videos, logs, serial number, invoice, and error details. 
5. Support team checks whether the issue is software, configuration, network, hardware, power, accessory, or user process related. 
6. Remote troubleshooting is attempted. 
7. If unresolved, onsite visit or service partner support may be arranged where required. 
8. If a manufacturing defect is suspected within the replacement window, the issue may be handled under the Refund, Billing, Cancellation, and Hardware Replacement Policy. 
9. If the product is under warranty, manufacturer warranty support may be coordinated. 
10. If the issue is outside warranty or caused by misuse, paid repair or replacement may be offered. 
11. Ticket is closed after resolution, workaround, replacement approval, repair advice, or customer confirmation. 

14. Remote Hardware Support 

Remote hardware support may include: 

1. Device restart guidance. 
2. Configuration check. 
3. Driver installation guidance. 
4. Printer setup support. 
5. Scanner setup support. 
6. RFID reader configuration check. 
7. Network and connectivity check. 
8. POS device configuration check. 
9. App login check. 
10. Firmware or software configuration guidance. 
11. Remote desktop session. 
12. Video call inspection. 
13. Log collection. 
14. Test scan or test print guidance. 
15. Integration check with Galla.app. 

The Customer must provide reasonable cooperation during remote support. 

15. Onsite Hardware Support  

Onsite support may be provided when: 

1. Remote troubleshooting does not resolve the issue. 
2. Physical inspection is required. 
3. Hardware installation or configuration requires onsite support. 
4. A critical device issue affects operations. 
5. A service partner or technician is available. 
6. Onsite support is included in the Customer’s plan, AMC, warranty, or agreement. 
7. The Customer approves applicable onsite charges, if any. 

Onsite support may be provided by: 

1. Treewalker Digital Private Limited team. 
2. Authorised service partner. 
3. Manufacturer representative. 
4. Approved technician. 
5. Implementation partner. 

Onsite support is subject to availability, location, business hours, travel feasibility, access permission, and safety conditions. 

16. Service Partner Support Outside Major Cities 

For locations outside Bangalore, Mumbai, Delhi / NCR, and Chennai, support may be provided through authorised service partners. 

Service partner support may include: 

1. Hardware inspection. 
2. Device troubleshooting. 
3. Basic configuration. 
4. Replacement coordination. 
5. Warranty coordination. 
6. Installation support. 
7. Local diagnosis. 
8. Device pickup or drop coordination, where available. 
9. Report submission to Treewalker Digital Private Limited. 

Treewalker Digital Private Limited will coordinate with the service partner where applicable, but timelines may depend on partner availability, travel distance, local conditions, and manufacturer support. 

17. Hardware Replacement and Warranty 

Hardware replacement and warranty are governed by the Refund, Billing, Cancellation, and Hardware Replacement Policy and any applicable manufacturer warranty terms. 

General hardware replacement rule: 

Hardware is not returnable. Hardware is eligible only for replacement in case of verified manufacturing defect or dead-on-arrival issue reported within 7 calendar days of first use. 

After the 7-day replacement window, hardware issues may be handled through: 

1. Manufacturer warranty. 
2. AMC support, if purchased. 
3. Paid repair. 
4. Paid replacement. 
5. Service partner support. 
6. Courier-based inspection. 
7. Device replacement at Customer cost, where applicable. 

18. Hardware Issues Not Covered Under Standard Support 

Standard hardware support does not cover issues caused by: 

1. Physical damage. 
2. Liquid damage. 
3. Fire, heat, dust, corrosion, or chemical exposure. 
4. Drop, impact, cracks, scratches, or breakage. 
5. Electrical surge or wrong power supply. 
6. Use of unsupported adapters, chargers, or accessories. 
7. Unauthorised repair. 
8. Device tampering. 
9. Firmware modification without approval. 
10. Malware or unauthorised software. 
11. Misuse, negligence, or mishandling. 
12. Normal wear and tear. 
13. Consumables such as labels, ribbons, print heads, batteries, adhesive, or tags unless specifically covered. 
14. Network, internet, Wi-Fi, or local infrastructure issue. 
15. Customer-side software or operating system issue. 
16. Unsupported third-party application. 
17. Damage during Customer-arranged transport. 
18. Use outside technical specifications. 
19. Environmental conditions unsuitable for the device. 

Such cases may be handled as paid support, paid repair, or manufacturer service, where available. 

19. SaaS Platform Availability 

Treewalker Digital Private Limited will use commercially reasonable efforts to keep Galla.app available and reliable. 

Recommended availability target: 

Monthly SaaS Availability Target:  99.5% 

Availability applies to the core Galla.app SaaS platform and does not include exclusions listed in this Policy. 

Availability does not guarantee uninterrupted access, error-free operation, or uninterrupted third-party services. 

20. Availability Exclusions 

The SaaS availability target does not include downtime or service impact caused by: 

1. Planned maintenance. 
2. Emergency maintenance. 
3. Customer internet issue. 
4. Customer device issue. 
5. Customer browser issue. 
6. Customer network or firewall issue. 
7. Customer hardware issue. 
8. Customer-side configuration error. 
9. Customer-side integration error. 
10. Third-party cloud provider outage. 
11. Payment gateway outage. 
12. WhatsApp / Meta outage. 
13. SMS or email provider outage. 
14. Ecommerce platform outage. 
15. ERP or accounting system outage. 
16. Marketplace outage. 
17. Logistics provider outage. 
18. Force majeure events. 
19. Cyberattacks, DDoS, malware, or events beyond reasonable control. 
20. Suspension due to non-payment or policy violation. 
21. Customer exceeding plan limits. 
22. Beta, trial, pilot, or experimental features. 
23. Issues caused by unauthorised modification or misuse. 
24. Issues caused by unsupported APIs or unsupported integrations. 

21. Planned Maintenance 

Treewalker Digital Private Limited may perform planned maintenance for: 

1. Product updates. 
2. Security patches. 
3. Infrastructure updates. 
4. Database maintenance. 
5. Performance improvement. 
6. Bug fixes. 
7. Integration updates. 
8. Backup and disaster recovery testing. 
9. Version upgrades. 
10. Compliance or operational requirements. 

Where practical, planned maintenance will be scheduled during low-usage periods and notice may be provided through email, dashboard, website, or other reasonable means. 

22. Emergency Maintenance 

Emergency maintenance may be required without prior notice for: 

1. Security risk. 
2. Critical bug. 
3. Data protection risk. 
4. Infrastructure failure. 
5. Cloud provider issue. 
6. Third-party API issue. 
7. Platform stability issue. 
8. Vulnerability patch. 
9. Incident response. 
10. Legal or regulatory requirement. 

Treewalker Digital Private Limited will use reasonable efforts to restore service as soon as practical. 

23. Software Support Scope 

Software support may include: 

1. Login and access support. 
2. User role and permission support. 
3. POS billing issue support. 
4. Retail management support. 
5. Warehouse workflow support. 
6. Inventory issue support. 
7. Report issue support. 
8. Dashboard support. 
9. Configuration assistance. 
10. Bug investigation. 
11. Integration troubleshooting. 
12. API issue review. 
13. WhatsApp campaign support. 
14. Ecommerce workflow support. 
15. Data import/export guidance. 
16. Training and usage guidance. 
17. Security or access issue support. 

Software support does not include legal, tax, accounting, statutory, business process, or compliance advice. 

24. Software Support Exclusions 

Unless specifically agreed in writing, software support does not include: 

1. Custom development. 
2. New feature development. 
3. Large data cleanup. 
4. Manual data entry. 
5. Accounting reconciliation. 
6. Tax filing support. 
7. GST advisory. 
8. Legal advisory. 
9. Business process consulting. 
10. Ecommerce SEO or marketing performance guarantee. 
11. Advertising campaign management. 
12. Marketplace approval. 
13. Payment gateway approval. 
14. Third-party platform training. 
15. Unsupported integrations. 
16. Unsupported custom scripts. 
17. Customer-side device, browser, internet, or network troubleshooting beyond basic guidance. 
18. Recovery from Customer-deleted or Customer-corrupted data, unless technically feasible and separately agreed. 
19. Issues caused by Customer misuse, unauthorised modification, or policy violation. 

25. Third-Party Integration Support 

Galla.app may integrate with ERP, accounting, Tally, ecommerce, marketplace, payment gateway, logistics, WhatsApp, SMS, email, analytics, cloud, or custom systems. 

Support for integrations may include: 

1. Checking Galla-side configuration. 
2. Checking API response logs. 
3. Reviewing sync errors. 
4. Reattempting failed sync where supported. 
5. Guiding Customer on credentials or permission settings. 
6. Coordinating with third-party provider where commercially feasible. 
7. Providing logs or error references. 

Treewalker Digital Private Limited is not responsible for: 

1. Third-party downtime. 
2. Third-party API changes. 
3. Third-party pricing changes. 
4. Third-party account suspension. 
5. Third-party data mismatch. 
6. Third-party approval delays. 
7. Payment gateway rejection. 
8. WhatsApp template rejection. 
9. Marketplace or ERP issue. 
10. Customer-controlled third-party configuration errors. 

26. WhatsApp Marketing Support 

WhatsApp Marketing support may include: 

1. Campaign setup guidance. 
2. Template submission guidance. 
3. Delivery status review. 
4. Failed message review. 
5. Provider error review. 
6. Contact import guidance. 
7. Opt-out workflow guidance. 
8. Basic troubleshooting. 
9. Integration review. 
10. Usage report support. 

Treewalker Digital Private Limited does not guarantee: 

1. Template approval. 
2. Message delivery. 
3. Read rate. 
4. Response rate. 
5. Conversion rate. 
6. WhatsApp Business verification. 
7. Phone number quality rating. 
8. Continuity of WhatsApp / Meta services. 
9. Avoidance of WhatsApp restrictions if Customer violates policies. 

Customer is responsible for consent, message content, contact list quality, opt-out handling, and compliance with WhatsApp policies. 

27. Ecommerce Support 

Ecommerce support may include: 

1. Store setup support. 
2. Product upload support, if included. 
3. Order sync support. 
4. Payment gateway integration support. 
5. Logistics integration support. 
6. Theme or page issue support, if included. 
7. Basic admin training. 
8. Ecommerce workflow troubleshooting. 
9. Plugin issue coordination, where applicable. 
10. Managed ecommerce service support, if purchased. 

Ecommerce support does not guarantee: 

1. Sales. 
2. SEO ranking. 
3. Conversion rate. 
4. Ad performance. 
5. Marketplace approval. 
6. Payment gateway approval. 
7. Third-party plugin performance. 
8. Customer product compliance. 
9. Customer content compliance. 
10. Consumer complaint resolution. 

28. Data Support 

Data support may include: 

1. Data import guidance. 
2. Data export guidance. 
3. Format guidance. 
4. Error review. 
5. Mapping support. 
6. Migration assistance, if purchased. 
7. Report data review. 
8. Data sync troubleshooting. 

Data support does not include, unless separately agreed: 

1. Manual data cleaning. 
2. Manual correction of Customer mistakes. 
3. Large-scale data restructuring. 
4. Duplicate removal. 
5. Accounting reconciliation. 
6. Physical stock reconciliation. 
7. Legal or tax validation. 
8. Recovery of Customer-deleted data beyond available backups. 
9. Verification of every invoice, stock record, or transaction. 

The Customer is responsible for data accuracy. 

29. Customer Responsibilities 

To receive timely support, the Customer must: 

1. Use approved support channels. 
2. Provide accurate issue details. 
3. Provide screenshots, logs, videos, or examples where required. 
4. Provide authorised contact person. 
5. Provide remote access where needed and approved. 
6. Ensure internet, device, browser, power, and local network availability. 
7. Keep hardware accessible for support. 
8. Provide safe onsite access. 
9. Ensure staff availability during support. 
10. Maintain valid software subscription or AMC. 
11. Pay outstanding invoices. 
12. Maintain user access responsibly. 
13. Remove inactive users. 
14. Protect credentials and API keys. 
15. Keep third-party accounts active. 
16. Maintain physical stock and business records. 
17. Verify reports and outputs before statutory use. 
18. Follow instructions given by support team. 
19. Not attempt unauthorised repair or modification of hardware. 
20. Not misuse, tamper with, or damage devices. 

Delay in Customer cooperation may delay support and may pause SLA timelines

30. Customer-Side Requirements for Onsite Support 

For onsite support, Customer must provide: 

1. Site access permission. 
2. Contact person availability. 
3. Hardware availability. 
4. Power supply. 
5. Internet access. 
6. Network access, if required. 
7. Safe working environment. 
8. Required system credentials, if needed. 
9. Required third-party access, if needed. 
10. Parking or entry permissions, if applicable. 
11. Gate pass or visitor approval, if applicable. 
12. Device purchase proof, if requested. 
13. Prior issue details and support ticket number. 

If the support engineer or service partner cannot access the site or required equipment, the visit may be treated as completed or chargeable. 

31.  Paid Support 

Support may be chargeable if: 

1. Issue is outside standard support scope. 
2. Issue is caused by Customer-side error. 
3. Issue is caused by misuse or negligence. 
4. Issue requires onsite visit not covered by plan. 
5. Issue is outside warranty or AMC. 
6. Hardware is damaged. 
7. Customer requests support outside business hours. 
8. Customer requests training beyond included scope. 
9. Customer requests custom report or feature. 
10. Customer requests data cleanup. 
11. Customer requests integration change. 
12. Customer requests ecommerce change outside scope. 
13. Customer requests urgent support without eligible plan. 
14. Issue is caused by unsupported hardware, software, browser, network, or third-party system. 

Charges may include service fees, travel cost, logistics cost, inspection cost, repair cost, replacement cost, partner charges, or professional service fees. 

32. AMC and Extended Support 

Customers may purchase Annual Maintenance Contract, extended hardware support, premium support, enterprise support, managed support, or onsite support packages. 

AMC or extended support may include: 

1. Priority response. 
2. Periodic health checks. 
3. Hardware inspection. 
4. Remote troubleshooting. 
5. Onsite support. 
6. Device configuration support. 
7. Preventive maintenance. 
8. Dedicated support contact. 
9. Extended support hours. 
10. Replacement coordination. 
11. Service partner coordination. 
12. Custom SLA terms. 

Exact AMC inclusions, exclusions, charges, response times, and locations will be specified in the AMC agreement or order form. 

33.  Escalation Process 

If an issue is not resolved within expected timelines, the Customer may request escalation. 

Recommended escalation levels: 

Customer should include ticket number, business impact, affected users, and latest status while escalating. 

34.Bug Fixes and Product Improvements 

If an issue is confirmed as a Galla.app software bug, Treewalker Digital Private Limited may: 

1. Provide workaround. 
2. Schedule bug fix. 
3. Include fix in upcoming release. 
4. Release patch. 
5. Provide configuration correction. 
6. Provide manual correction where feasible. 
7. Prioritise based on severity and number of affected customers. 

Not all bugs can be fixed immediately. Fix priority depends on severity, product roadmap, risk, complexity, and business impact. 

35.  Feature Requests 

Feature requests, enhancements, new reports, custom dashboards, new integrations, workflow changes, and UI changes are not treated as support incidents. 

Feature requests may be: 

1. Recorded for future consideration. 
2. Added to roadmap. 
3. Rejected. 
4. Treated as paid customisation. 
5. Quoted separately. 
6. Scheduled under enterprise agreement. 
7. Included in future releases at our discretion. 

Submission of a feature request does not guarantee delivery. 

36. Data Backup and Recovery Support 

Galla.app may maintain backups as part of platform operations. 

Backup and recovery support may be limited by: 

1. Backup availability. 
2. Backup retention period. 
3. Technical feasibility. 
4. Type of data loss. 
5. Cause of data loss. 
6. Customer deletion activity. 
7. Corruption source. 
8. Subscription status. 
9. Legal or security constraints. 

Treewalker Digital Private Limited does not guarantee recovery of Customer-deleted or Customer-corrupted data unless specifically agreed in writing. 

Customers should export and retain business-critical records as required for their business, accounting, tax, legal, or compliance needs. 

37. Security Support

Security-related issues should be reported immediately. 

Examples include: 

1. Suspected unauthorised access. 
2. Compromised password. 
3. Exposed API key. 
4. Suspicious login. 
5. Unknown user in account. 
6. Data export by unauthorised user. 
7. Malware concern. 
8. Phishing concern. 
9. Device loss with active login. 
10. Security vulnerability. 

Security issues may be treated as Severity 1 or Severity 2 depending on impact. 

Customers are responsible for securing their own users, passwords, devices, networks, and third-party accounts. 

38. Support SLA Exclusions 

SLA timelines do not apply when delay is caused by: 

1. Customer not providing required information. 
2. Customer not available for troubleshooting. 
3. Customer not providing access. 
4. Customer internet issue. 
5. Customer device or hardware issue. 
6. Customer network or firewall issue. 
7. Third-party service downtime. 
8. WhatsApp/Meta issue. 
9. Payment gateway issue. 
10. ERP/accounting/ecommerce/logistics provider issue. 
11. Manufacturer delay. 
12. Service partner delay outside reasonable control. 
13. Courier or logistics delay. 
14. Force majeure. 
15. Non-payment. 
16. Policy violation. 
17. Unsupported customisation. 
18. Unauthorised hardware repair or tampering. 
19. Customer-side data corruption. 
20. Any issue outside Treewalker Digital Private Limited’s reasonable control.

39. No Guarantee of Business Outcome 

Support and SLA commitments do not guarantee: 

1. Increase in sales. 
2. Increase in operational efficiency. 
3. Zero stock mismatch. 
4. Zero billing error by users. 
5. Zero hardware downtime. 
6. WhatsApp message delivery. 
7. Ecommerce sales. 
8. SEO ranking. 
9. Marketplace approval. 
10. Payment gateway approval. 
11. Third-party integration continuity. 
12. GST, tax, accounting, or legal compliance. 
13. Complete prevention of customer-side misuse or human error. 

Galla.app is a software and technology platform. Customer remains responsible for business operations, process discipline, staff training, compliance, and verification. 

40.Service Credits 

Service credits, if any, will be available only if expressly stated in the Customer’s subscription plan, enterprise agreement, or SLA contract. 

Unless specifically agreed in writing: 

1. No automatic service credit is provided. 
2. Service credits are not cash refunds. 
3. Service credits cannot be applied to hardware unless approved. 
4. Service credits cannot be applied to third-party charges unless approved. 
5. Service credits may require written claim within a defined period. 
6. Service credits may be denied if downtime falls under exclusions. 

41. Support for Suspended or Terminated Accounts 

Support may be limited or unavailable if: 

1. Subscription has expired. 
2. Account is suspended for non-payment. 
3. Account is terminated. 
4. Customer violates Terms of Service. 
5. Customer violates Acceptable Use Policy. 
6. Customer engages in unlawful activity. 
7. Hardware payment is pending. 
8. AMC has expired. 
9. Customer has not cleared outstanding dues. 

Data export, reactivation, or support after suspension may be subject to payment clearance and applicable retention timelines. 

42. Force Majeure 

Treewalker Digital Private Limited will not be liable for delay or failure to provide support due to events beyond reasonable control, including: 

1. Natural disaster. 
2. Fire, flood, earthquake, storm, or extreme weather. 
3. Public health emergency. 
4. War, terrorism, civil unrest, strike, or labour disruption. 
5. Government restriction. 
6. Internet, telecom, cloud, or power failure. 
7. Cyberattack. 
8. Third-party provider outage. 
9. Courier or logistics disruption. 
10. Travel restriction. 
11. Import delay. 
12. Service partner unavailability. 
13. Any event beyond reasonable control.

43. Changes to this Policy

Treewalker Digital Private Limited may update this Policy from time to time to reflect: 

1. Product changes. 
2. Support process changes. 
3. Hardware support changes. 
4. Location coverage changes. 
5. Service partner changes. 
6. Legal or regulatory changes. 
7. Third-party provider changes. 
8. Operational requirements. 
9. Security requirements. 
10. Commercial changes. 

When we update this Policy, we will revise the “Last Updated” date. If changes are material, we may notify Customers through email, dashboard notice, website notice, or other reasonable means. 

Continued use of Galla.app after the updated Policy becomes effective means the Customer accepts the updated Policy. 

44. Contact information

For support, SLA, software, or hardware service requests, contact: 

Treewalker Digital Private Limited
Product: Galla.app
Registered Office: Vikas Plaza.38/ 1A (4), Kanappana Agrahara, Hosur Rd, Phase II, Electronic City, Bengaluru, Karnataka 560100
Legal Email: legal@treewalkerlabs.com
Support Email: support@treewalkerlabs.com
Phone: +91-6366-740-274
CIN: U72900KA2021PTC153840
GSTIN: 29AAICT9733E1ZX 

45. Related Policies

This SLA and Support Policy should be read together with: 

1. Terms of Service. 
2. Privacy Policy. 
3. Cookie Policy. 
4. Data Processing Addendum. 
5. Subprocessor List. 
6. Acceptable Use Policy. 
7. WhatsApp Marketing Policy. 
8. Refund, Billing, Cancellation, and Hardware Replacement Policy. 
9. Security Policy. 
10. Data Retention and Deletion Policy. 
11. Responsible Disclosure Policy. 
12. Incident Response Policy.