Service Level Agreements

Our Service Level Commitments

Clear guarantees for uptime, response times, and support quality

Support Tiers

Enterprise Support

Included in Enterprise Plan

  • 99.99% Uptime Guarantee
  • 24/7 Phone & Email Support
  • 1 Hour Critical Response
  • Dedicated Account Manager
  • Priority Bug Fixes
  • Quarterly Business Reviews
Professional Support

Included in Professional Plan

  • 99.9% Uptime Guarantee
  • 24/5 Email & Chat Support
  • 4 Hour Critical Response
  • Named Technical Contact
  • Monthly Health Checks
  • Training Resources
Standard Support

Included in Starter Plan

  • 99.5% Uptime Guarantee
  • Email & Ticket Support
  • 8 Hour Critical Response
  • Documentation Access
  • Community Forum Access
  • Basic Monitoring

Issue Priority Levels

P1 - Critical

Complete service outage or critical functionality unavailable affecting all users

Response Time

  • Enterprise: 1 Hour
  • Professional: 4 Hours
  • Standard: 8 Hours

Resolution Target

  • Enterprise: 4 Hours
  • Professional: 8 Hours
  • Standard: 24 Hours

P2 - High

Major functionality impaired or significant performance degradation

Response Time

  • Enterprise: 4 Hours
  • Professional: 8 Hours
  • Standard: 16 Hours

Resolution Target

  • Enterprise: 8 Hours
  • Professional: 24 Hours
  • Standard: 48 Hours

P3 - Medium

Minor functionality issue with workaround available

Response Time

  • Enterprise: 8 Hours
  • Professional: 12 Hours
  • Standard: 24 Hours

Resolution Target

  • Enterprise: 24 Hours
  • Professional: 48 Hours
  • Standard: 5 Days

P4 - Low

General question, feature request, or cosmetic issue

Response Time

  • Enterprise: 12 Hours
  • Professional: 24 Hours
  • Standard: 48 Hours

Resolution Target

  • Enterprise: 48 Hours
  • Professional: 5 Days
  • Standard: 10 Days

Uptime Guarantees

99.99%
Enterprise Plan
~4.38 minutes/month downtime
99.9%
Professional Plan
~43.8 minutes/month downtime
99.5%
Starter Plan
~3.65 hours/month downtime

SLA Credits

If we fail to meet our uptime commitments, you are eligible for service credits. Credits are calculated as a percentage of your monthly fee based on the actual uptime achieved. Credits are applied automatically to your next invoice.

Additional Terms

Planned Maintenance
Scheduled maintenance windows are excluded from uptime calculations. We provide at least 72 hours notice for planned maintenance and schedule them during off-peak hours (typically between 12 AM - 4 AM IST).
Force Majeure
We are not liable for service disruptions caused by events beyond our reasonable control, including natural disasters, acts of government, internet backbone failures, or third-party service provider outages.
Escalation Process
If you're not satisfied with the initial response, issues can be escalated to senior technical staff or management. Enterprise clients have direct access to escalation contacts. Contact details are provided during onboarding.
Monitoring & Reporting
We provide real-time monitoring and monthly uptime reports. Enterprise clients receive detailed performance reports and quarterly business reviews. All clients can access status dashboards 24/7.