Service Level Agreement

Purpose

The purpose of this SLA is to establish clear expectations between Bhadra Homes and the client for the delivery of residential interior design, fit-out, and related coordination services for flats, apartments, individual houses, villas, bungalows, and villaments. Service-level agreements generally specify the expected standard of service, delivery times, response times, grievance handling, monitoring procedures, and remedies where service levels are not met

Parties

TThis SLA is intended to be read together with the primary service agreement, work order, quotation, or proposal issued by Bhadra Homes. Standard service agreement structures identify the parties, addresses, service description, term, payment structure, and additional clauses needed for enforceability and operational clarity.

Scope of Services

The scope may include one or more of the following, depending on the approved proposal.

Interior design consultation and concept development.

Space planning for residential properties.

Modular kitchen, wardrobe, and storage design.

False ceiling, lighting, and finish coordination.

Decorative units, prayer units, and custom joinery.

Material selection and vendor coordination.

Execution supervision and project coordination.

Snag rectification during the agreed defect-liability period.

Interior design contracts in India typically require exact specifications, work scope, drawings, payment terms, reimbursable costs, cancellations, and insurance-related provisions to be defined clearly.

Service Standards

Bhadra Homes shall use commercially reasonable efforts to deliver services in accordance with the approved design, agreed specifications, and documented execution schedule. SLA templates commonly define the level of service to be provided, the responsibilities of each party, and the consequences where expectations are not met.The following service standards may apply unless otherwise agreed in writing:

Initial response to new client enquiry: within 2 business days.

ISite visit scheduling after confirmation: within 5 business days, subject to location and access.

ISubmission of preliminary concept or planning inputs: within 7 to 14 business days after receipt of complete site information and design brief.

IIssue response during active project execution: within 2 business days for routine matters and within 1 business day for urgent site issues.

ISnag review after practical completion request: within 7 business days, subject to site access.

Client Responsibilities

The client shall:

Provide correct property details, drawings, approvals, and site access.

Ensure civil readiness, structural safety, and builder handover status where applicable.

Approve drawings, materials, and commercial terms in writing within agreed decision windows.

Make milestone payments on time.

Inform Bhadra Homes of any builder disputes, pending structural work, or utility constraints that may affect execution.

Service agreements commonly require clear allocation of responsibilities, payment obligations, expense treatment, and notice periods between the contractor and client.

Builder Delay and Incomplete Civil Work

If the civil work in the home is incomplete, delayed, defective, or affected by dissatisfaction with the builder, Bhadra Homes may conduct a site assessment and advise on readiness for interior execution. Service-level arrangements often identify circumstances in which the stated service levels do not apply, including situations outside the service provider’s control.

Where builder delays, pending structural works, waterproofing failures, electrical safety issues, or access restrictions materially affect the project, the agreed completion timeline may be revised. In such cases, Bhadra Homes may provide a revised execution plan, dependency list, or phased work recommendation based on actual site conditions.

Timelines and Dependencies

All delivery timelines shall be treated as dependent on the following:

Final design approval.

Timely payment clearance.

Site readiness and unobstructed access.

Availability of selected materials and third-party vendor lead times.

No change in scope after approval.

Contracts for design and fit-out services commonly require precise descriptions of scope, dates, and pricing assumptions because changes, delays, and reimbursable costs can alter delivery expectations.

Change Requests

Any client-requested change after approval of design, materials, drawings, or execution schedule shall be treated as a variation. The impact on price, timeline, and procurement shall be communicated in writing before implementation. Interior design contract templates commonly include provisions on exact specifications, price commitments, refunds, and cancellations to manage scope changes effectively.

Communication and Reporting

Bhadra Homes may communicate through email, messaging platforms, phone, or scheduled review meetings. SLAs commonly include service monitoring procedures, grievance reporting methods, and redressal mechanisms so that issues can be tracked and resolved in an orderly manner.

Where applicable, progress updates may be shared at agreed milestones such as design approval, procurement start, site commencement, mid-stage review, and practical completion.

Quality and Snag Rectification

Upon substantial completion, the client may identify visible snag items within the agreed inspection period. Bhadra Homes shall review reported snag items and rectify those falling within the approved scope and workmanship responsibility within a reasonable period, subject to access, material availability, and payment compliance. Service-level agreements are designed to define expected quality and remedies when service commitments are not met.

This SLA does not cover damage caused by third parties, post-handover misuse, structural defects, water ingress from base building conditions, electrical overload by external agencies, or unauthorized modifications by the client or other contractors.

Payments

Commercial terms, taxes, milestone schedules, deposits, and late-payment consequences shall be governed by the principal proposal, quotation, or contract. Service agreement templates typically require payment structure, deposit amount, instalment timing, and late-payment terms to be expressly recorded.

Non-payment or delayed payment may entitle Bhadra Homes to pause procurement, site execution, delivery, or handover until dues are cleared.

Limitations and Exclusions

Service levels under this SLA shall not apply, or may be reasonably adjusted, in the event of:

Force majeure events.

Government restrictions or permit delays.

Builder default or unresolved civil defects.

Delayed client approvals.

Material discontinuation or extraordinary supply disruption.

Site inaccessibility or unsafe working conditions.

SLA formats commonly include circumstances in which the service levels are inapplicable and the remedies or procedures that follow.

Grievance Redressal

The grievance process may follow this order:
1. Site team review.
2. Project coordinator escalation.
3. Management review.
4. Written resolution plan with target dates.

Term and Termination

This SLA shall apply during the active period of the corresponding service engagement and any agreed defect-liability period, unless terminated earlier in accordance with the principal contract. Service agreements generally address duration, early termination, and notice periods to manage disengagement clearly.

Confidentiality

Any drawings, commercial information, home layouts, cost sheets, photographs, and personal information shared during the project should be treated as confidential except where disclosure is required by law or expressly permitted by the client. Confidentiality is a standard component in service agreement structures.

Governing Document

If there is any inconsistency between this SLA and the signed commercial contract, proposal, purchase order, or work order, the signed commercial document shall prevail unless the parties expressly state otherwise in writing.

Service Level Agreement – Bhadra Homes