Service Level Agreement (SLA)

1.1 This Service Level Agreement (“SLA”) outlines the service standards applicable to the facilitation services provided through the Stamp Mitra platform (“Platform”).

1.2 The Platform operates as a technology-enabled facilitation interface that assists Users in:

• Procuring stamp papers through authorized vendors
• Generating legal document drafts
• Coordinating documentation workflows

1.3 The Platform does not issue stamp papers, act as a government authority, or determine stamp duty. All such functions are performed by authorized entities under applicable law.

2.1 The Platform shall endeavour to maintain reasonable uptime and accessibility, subject to scheduled maintenance, system upgrades, and external dependencies.

2.2 The Company does not guarantee uninterrupted or error-free access at all times.

3.1 The Company shall use commercially reasonable efforts to process orders promptly.

3.2 Typical processing timelines may vary depending on document type, state-specific requirements, and vendor availability.

3.3 No fixed or guaranteed turnaround time is provided, and all timelines are indicative only.

Orders may pass through the following stages:

• Pending (awaiting processing)
• Paid (payment confirmed)
• Processing (under execution)
• Completed (document generated and delivered)

Users may track order status through available communication channels or dashboard.

5.1 Service delivery is dependent on third parties, including authorized stamp vendors, government systems, payment gateways, and digital signature providers.

5.2 The Company does not control or influence such entities and shall not be liable for delays or failures attributable to them.

Users shall:

6.1 Provide accurate and complete information

6.2 Verify details prior to submission

6.3 Respond promptly to any clarification requests

6.4 Failure to comply may result in delays, rejection, or re-processing requirements.

The following are expressly excluded from SLA commitments:

• Delays due to government systems or statutory processes
• Vendor-side delays or operational issues
• Errors arising from incorrect user inputs
• Network or infrastructure failures
• Events covered under Force Majeure

9.1 Users may contact [email protected] for assistance, status updates, or issue reporting.

9.2 The Company shall use reasonable efforts to respond and assist within operational capacity.

10.1 In the event of service disruption attributable to the Company, remedies may include order re-processing, technical support assistance, or clarification/correction.

10.2 No monetary compensation shall be provided unless required by law or explicitly approved by the Company.

11.1 Service levels described herein are indicative targets only and do not constitute warranties or guarantees.

11.2 All services are provided on an “as is” and “as available” basis.

12.1 To the fullest extent permissible under law, the Company shall not be liable for indirect or consequential damages, loss of business, data, or opportunity, or delays caused by third parties.

12.2 Total liability, if any, shall be limited to the service fee paid by the User.