Service Level Agreement
What we commit to on uptime and response, and what you get if we miss it.
Last updated
Availability
For cloud-hosted subscriptions we target 99.5% monthly availability on Starter and Growth, and 99.9% on Business and Enterprise, measured excluding scheduled maintenance.
Scheduled maintenance is notified at least 48 hours in advance and is normally performed outside 09:00–21:00 IST.
On-premise deployments run on your infrastructure. We cannot commit to uptime for hardware, network or power we do not control, and this SLA does not apply to them.
Support response targets
| Severity | Starter | Growth | Business | Enterprise |
|---|---|---|---|---|
| Critical — service unusable | 1 business day | 4 business hours | 2 hours | 1 hour |
| High — major function impaired | 2 business days | 1 business day | 4 hours | 2 hours |
| Normal — question or minor issue | 2 business days | 1 business day | 1 business day | 4 hours |
- Business hours are 10:00–19:00 IST, Monday to Friday, excluding public holidays.
- These are response targets, not resolution guarantees. Resolution time depends on the nature of the fault.
Service credits
Where monthly availability falls below the committed level, you may claim a credit against the following month's fee:
| Monthly availability | Credit |
|---|---|
| Below target, at or above 99.0% | 10% of the monthly fee |
| Below 99.0%, at or above 95.0% | 25% of the monthly fee |
| Below 95.0% | 50% of the monthly fee |
Claiming and exclusions
- Claims must be made within 30 days of the end of the affected month, with the dates and times of unavailability.
- Service credits are the sole and exclusive remedy for failure to meet the availability commitment.
- The SLA does not cover downtime caused by: your own configuration or code; failure of your network or devices; force majeure; suspension for non-payment or breach of the Acceptable Use Policy; or failure of a third-party service you directed us to integrate.