Terms of Service & Master SLA
Legal framework, operational Service Level Agreement (SLA), intellectual property ownership, and institutional governance guidelines for all client engagements.
Master Service Level Undertaking
Founded in 2022, duperTech delivers commercial and institutional software solutions. Every contract provides 100% source code ownership handover to the client, a designated Monday to Saturday (10:00 AM – 6:00 PM IST) support window, and legally enforceable confidentiality under the Indian Contract Act, 1872 and the Information Technology Act, 2000.
1. Acceptance of Terms & Engagement Hierarchy
These Terms of Service ("Terms") constitute a legally binding agreement between duperTech("Company", "we", "us") and any contracting entity, enterprise, university, autonomous institute, or state/central government college ("Client", "Institution", or "you").
Engagements are formalized via any of the following instruments:
- Formally countersigned Statement of Work (SOW) or Master Services Agreement (MSA).
- Institutional Purchase Order (PO) issued by an authorized collegiate or governmental body.
- Signed bilateral Memorandum of Understanding (MoU) or approved procurement quotation.
2. Support Window, Operational Hours & Service Level Agreement (SLA)
To ensure uninterrupted institutional operations and business continuity, duperTech provides a structured operational support schedule:
| Severity Level | Classification | First Response | Resolution Target |
|---|---|---|---|
| P1 - Critical | Total system outage, examination portal down, data breach threat. | < 2 Hours | < 8 Hours (Continuous Effort) |
| P2 - Major | Key feature degraded (e.g. fee payment gateway failure, admin login lag). | < 4 Business Hours | < 24 Business Hours |
| P3 - Minor / Routine | UI formatting, minor bug, routine content update, report generation inquiry. | < 8 Business Hours | < 48 Business Hours |
3. 100% Intellectual Property & Source Code Ownership
We believe in complete transparency and sovereign client ownership without vendor lock-in:
4. Security Responsibilities & Strict NDA Compliance
duperTech assumes legal responsibility for preserving the integrity and confidentiality of your systems:
- Mandatory Non-Disclosure Undertaking: duperTech covenants that all proprietary source code, database schemas, institutional documentation, and organizational strategies shared with us shall be treated as Confidential Information under strict NDA terms.
- No Re-Use or Resale Guarantee: Code custom-engineered for an institution will never be repackaged, resold, licensed, or made accessible to any third party or competitor.
- Data Protection Guarantee: duperTech guarantees adherence to the Digital Personal Data Protection (DPDP) Act, 2023. We never sell, extract, scrape, or monetize client or institutional student data.
- Institutional Server Governance: Where required by government colleges or state university guidelines, all software deployments shall be carried out directly within the institution's designated NIC / MeitY-empaneled / on-premise cloud infrastructure.
5. Client & Institutional Obligations
To ensure timely milestone completion within SLA parameters, the Client undertakes to:
- Designate a single authorized technical or administrative Point of Contact (POC) for sign-offs.
- Provide timely domain, server, or cloud repository credentials necessary for development.
- Review and approve completed milestone deliverables within seven (7) working days of submission.
6. Post-Deployment 30-Day Defect Warranty
Every custom software release includes a complimentary 30-Day Defect Warranty commencing on the day of production deployment. Any functional deviation, bug, or regression against approved specifications will be rectified by duperTech at zero additional charge.
7. Governing Law, Legal Jurisdiction & Dispute Redressal
These Terms shall be interpreted and enforced in accordance with the substantive laws of the Republic of India. Any disputes arising out of or in connection with these Terms or any project agreement shall be subject to the exclusive jurisdiction of the competent courts located in New Delhi, India. Parties agree to first attempt amicable resolution via formal conciliation prior to commencing litigation or arbitration under the Indian Arbitration and Conciliation Act, 1996.