Last Updated: January 2025
1. Introduction
This Service Agreement ("Agreement") is established between TicketAna - Powered by He5 Solutions ("Service Provider") and the Event Organizer ("Organizer"). This Agreement defines the service terms, platform responsibilities, organizer responsibilities, and liability boundaries for the use of the TicketAna Ticketing Platform.
TicketAna operates as a Ticketing Technology Platform, acting solely as an intermediary between event organizers ("Organizers") and ticket buyers ("Customers"). TicketAna provides the technical infrastructure for creating, managing, and selling event tickets.
TicketAna does NOT:
- Organize, manage, or conduct any event.
- Hold responsibility for event quality, safety, cancellation, postponement, or organizer default.
- Act as the merchant of record for any event.
2. Nature of Business & Scope of Services
TicketAna provides the following services:
- Event creation and publishing
- Online ticket sales facilitation
- Ticket generation (QR/Barcode)
- Sales reporting and analytics
- Dashboard access for organizers
- Customer support for platform-related issues
Platform Role Clarification:
- TicketAna is strictly a technology intermediary.
- All responsibilities related to the event (execution, safety, compliance, refunds, disputes) lie solely with the Event Organizer.
3. Service Availability (Uptime)
The Service Provider commits to maintaining 99.5% uptime per calendar month for the Platform.
Uptime excludes:
- Scheduled maintenance
- Emergency maintenance (with reasonable notice)
- Downtime caused by third-party services (platform services, DNS, hosting provider issues, etc.)
- Customer-side issues such as device, network, or configuration errors
- Force majeure events
4. Scheduled Maintenance
- Scheduled maintenance will be performed with minimum 48 hours notice.
- Maintenance windows will be planned during non-peak hours.
- The Service Provider will make reasonable efforts to minimize impact.
5. Incident Response and Resolution
5.1 Severity Levels
| Severity |
Description |
Response Time |
Resolution Target |
| Severity 1 – Critical |
Platform completely down or unable to process ticket sales. |
30 minutes |
4 hours |
| Severity 2 – High |
Major functionality affected but platform is partially operational. |
1 hour |
8 hours |
| Severity 3 – Medium |
Minor issues not affecting core ticketing functions. |
4 hours |
24 hours |
| Severity 4 – Low |
Cosmetic changes, UI glitches, enhancement requests. |
1 business day |
Based on release cycle |
6. Support Channels
Support is available through:
Support Hours:
- Standard Support: 9:00 AM to 6:00 PM IST (Mon–Fri)
- Critical Support (Severity 1): Available during business hours
7. Security Commitments
- SSL/TLS encryption for all data transmission.
- Access based on role-based permissions.
- Regular vulnerability scans.
- Adherence to industry best practices and applicable data protection laws.
8. Event Organizer Responsibilities (Liability & Compliance)
Event organizers using TicketAna agree to:
- Comply with all applicable laws for events hosted.
- Avoid prohibited activities (e.g., gambling, adult content, illegal events, multi-level marketing, hate speech, etc.).
- Ensure accurate event information, pricing, timelines, and refund policies.
- Handle customer disputes, event cancellations, and refunds as per their policies.
- Indemnify TicketAna against claims related to event quality, cancellation, or fraud.
TicketAna's Responsibility:
- Provide the software platform and maintain ticket processing infrastructure.
- Route payments securely to the platform services.
- Not hold or manage event funds unless specifically contracted.
9. Compliance & Anti‑Fraud Requirements
TicketAna agrees to:
- Follow PCI-DSS guidelines for handling payment-related data.
- Avoid storing any sensitive card information.
- Implement fraud screening tools provided by the platform services.
- Report suspicious transactions to the platform services.
- Provide KYC details of event organizers to the gateway when required.
10. Termination
- Either party may terminate the SLA with 30 days written notice, subject to terms in the MSA.
- Service obligations end upon termination.
11. Amendments
The Service Provider reserves the right to amend the SLA with 30 days notice.
12. Acceptance
By using the Ticketing Platform, the Customer acknowledges and agrees to the terms outlined in this SLA.
13. Contact Information
If you have any questions about this Service Level Agreement, please contact us:
