Last Updated: June 2, 2026
Introduction
This Service Level Agreement (SLA) defines the level of service AccountsUp commits to providing to our clients. It outlines our service delivery standards, response times, support availability, and quality commitments.
Service Delivery Timelines
| Service Category | Standard Delivery Time | Priority Delivery |
|---|
| ITR Filing (Salaried) | 5-7 business days | 2-3 business days |
| ITR Filing (Business) | 7-10 business days | 3-5 business days |
| GST Registration | 10-15 business days | 5-7 business days |
| GST Return Filing | 3-5 business days | 1-2 business days |
| Company Registration | 15-20 business days | 7-10 business days |
| ROC/MCA Compliance | 7-10 business days | 3-5 business days |
| Audit Services | As per engagement letter | As per agreement |
| Bookkeeping (Monthly) | Within 7 days of month-end | Within 3 days |
Note: Timelines are subject to receipt of complete and accurate documentation. Government processing times are not included.
Support Availability
- Email Support: Monday to Saturday, 10:00 AM - 7:00 PM IST
- Phone Support: Monday to Saturday, 10:00 AM - 6:00 PM IST
- WhatsApp Support: Monday to Saturday, 9:00 AM - 8:00 PM IST
- Emergency Support: Available for urgent compliance deadlines (additional charges may apply)
- Holidays: Support unavailable on national holidays and Sundays
Response Time Commitments
| Query Type | First Response Time | Resolution Time |
|---|
| Critical Issues | Within 2 hours | Within 24 hours |
| Urgent Queries | Within 4 hours | Within 48 hours |
| General Inquiries | Within 8 hours | Within 72 hours |
| Document Requests | Within 12 hours | Within 3 business days |
Quality Standards
- Accuracy Guarantee: All filings and documents reviewed by qualified professionals before submission
- Compliance Assurance: Services delivered in accordance with current tax laws and regulations
- Data Security: SSL encryption, secure data storage, and confidentiality agreements
- Professional Standards: Services provided by chartered accountants, tax consultants, and certified professionals
- Quality Review: Internal quality checks before delivery to clients
Service Exclusions
The following are excluded from our SLA commitments:
- Delays caused by incomplete or inaccurate information provided by clients
- Government processing times and approval delays
- Technical issues with government portals (e-filing, GST portal, MCA portal)
- Force majeure events (natural disasters, pandemics, government orders)
- Public holidays and scheduled maintenance windows
- Services not explicitly covered in the engagement letter
Service Credits & Remedies
If we fail to meet our SLA commitments:
- Missed Deadline: 10% service credit for next engagement (if delay is attributable to us)
- Quality Issues: Free revision or correction of errors within 7 days of notification
- Communication Failure: Escalation to senior management for resolution
Service credits are provided at our discretion and subject to verification of SLA breach.
Contact Us
For SLA-related queries or escalations: