Service Level Agreement

STS Apostille & Attestation Service — Apostille, Attestation & Document Services
Last Updated: 25-5-2025

This Service Level Agreement (“SLA”) outlines the service standards, roles, responsibilities, expected timelines, communication protocols, and performance commitments between STS Apostille & Attestation Service (“STS”, “we”, “our”) and the Client (“you”, “your”) for apostille, attestation, authentication, legalisation, translation, and document-handling services.

This SLA forms part of and must be read together with:

Terms & Conditions
Refund & Cancellation Policy
Shipping Policy
Privacy Policy
Legal Disclaimer

1. Purpose & Scope

The objective of this SLA is to ensure transparency, clearly define service expectations, and outline measurable service levels across:

Document pickup
Verification & processing
MEA apostille
Embassy/consulate attestation
Translation services
Courier return
Communication and updates
Issue resolution

This SLA applies to all services offered by STS within India and internationally.

2. STS Commitments

STS Apostille & Attestation Service agrees to provide the following service-level standards:

2.1 Document Handling

Secure handling of original documents through a documented chain-of-custody process.
Tamper-resistant, waterproof packaging during transit.
Authorised staff-only access to originals.
Safe storage in access-controlled lockers.

2.2 Processing Time Estimates

STS provides estimated timelines based on:

Government/MEA workload
Embassy/consulate operational times
Document type
Destination country requirements

Standard commitment:

Provide a processing timeline estimate within 24 hours of receiving documents.

2.3 Communication & Updates

STS shall:

Confirm document receipt within 24 hours
Provide updates at each major stage
Share tracking numbers within 6 hours of dispatch
Respond to queries within:
4 business hours for WhatsApp/SMS
1 business day for email

2.4 Quality of Work

Accurate submission of documents to authorities
High-quality certified translations (if applicable)
Clear guidance on requirements, missing documents, or discrepancies

2.5 Customer Support Hours

Support is available via WhatsApp, phone, and email:
Monday–Saturday: 10 AM to 6 PM (IST)
Urgent cases may receive after-hours support when feasible.

3. Client Responsibilities

To ensure smooth processing, the client agrees to:

3.1 Provide Authentic Information

Submit genuine, unaltered documents
Ensure correct spellings, dates, and personal information
Provide necessary supporting documents on time

3.2 Availability for Courier Pickup

Maintain availability for pickup windows provided
Provide accurate address and contact number

3.3 Timely Response

Respond promptly to STS communication for queries, clarifications, or approvals

3.4 Compliance with Requirements

Follow instructions provided by STS regarding format, photos, notarisation, or affidavits
Provide any additional documents required by authorities

4. Service Timelines

4.1 Standard Apostille (MEA)

Estimated: 7-8 business days standard
(Subject to government workload)

Urgent: 4-5 working days

4.2 Embassy Attestation

Varies by embassy: 3–20 business days
(Some countries may require longer verification)

4.3 State/SDM/HRD Authentication

Estimated: 5–25 business days depending on issuing state.

4.4 Certified Translation

English ↔ Regional Language: 1–2 days
English ↔ Foreign Language: 2–5 days

4.5 Courier Delivery

Domestic: 1–5 business days
International: 3–10 business days, depending on destination

Note: All timelines are estimates, never guaranteed. Government, embassy, courier, or verification delays fall outside the SLA and do not qualify for refunds or penalties.

Performance Metrics

STS measures performance using the following indicators:

Metric	Service Level Commitment
Response Time	4 business hours (WhatsApp) / 1 business day (email)
Processing Estimate	Provided within 24 hrs of document receipt
Document Receipt Confirmation	Within 24 hrs
Tracking Number Release	Within 6 hrs of dispatch
Handling of Queries	90% resolved within 1 business day
Document Safety	99.5% damage-free record

Exclusions (Not Covered Under SLA)

This SLA does not apply to delays or issues caused by:
- MEA, State, SDM, HRD offices
- Embassies/consulates
- MOFA or foreign ministries
- Universities and issuing authorities
- Courier companies
- Customs
- Public holidays, strikes, natural disasters
- Government server downtime
- Additional verification checks
- Client’s incorrect or incomplete documents
- Force majeure events

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