Service level agreement

Uptime

For Growth and Scale plans, we target 99.9% monthly uptime for the production application, excluding scheduled maintenance announced in advance and outages caused by the customer’s identity provider or network.

Support response

Support hours are 10:00–19:00 IST, Monday to Friday. Starter: email, next business day. Growth: priority chat, under four business hours. Scale: named success manager, under one hour for severity-1 incidents.

Severity 1 means the production app is unavailable for most users, or payroll cannot be submitted on payday. Severity 2 means a major module is impaired with a workaround.

Credits

If monthly uptime on a covered plan falls below 99.9%, the customer may request a service credit of 10% of that month’s subscription fee, or 25% if uptime falls below 99.0%. Credits are the sole remedy for missed uptime and must be requested within 30 days.