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Subscription Agreement

Service Commitments
Service Commitments

Service Commitments

Dedicated to delivering excellence, transparency, and reliability in every interaction.

Guarantee

99.9% Uptime Guarantee

Reliable infrastructure ensuring your business stays online with near-perfect availability at all times.

Response Time

Millisecond Response Time

Ultra-fast system performance delivering lightning-quick responses for seamless user experiences.

Support

24/7 Support Coverage

Round-the-clock expert assistance whenever you need help, ensuring uninterrupted operations.

Support Response Matrix

Severity Level

Description

Initial Response

Resolution Target
Critical Service completely unavailable 15 minutes 4 hours
High Major functionality impaired 1 hour 8 hours
Medium Minor functionality affected 4 hours 24 hours
Low General questions or requests 8 hours 72 hours

Incident Escalation Flow

Ticket Created

Ticket Created

Support

L1 Support

Engineering

L2 Engineering

Management

Management

Escalation Flow

Exclusions & Maintenance Windows

We conduct planned maintenance during off-peak hours to minimize service disruption. Customers will receive at least 48 hours’ advance notice for any scheduled downtime. These maintenance windows are essential to ensure system security, performance, and feature updates.
We conduct planned maintenance during off-peak hours to minimize service disruption. Customers will receive at least 48 hours’ advance notice for any scheduled downtime. These maintenance windows are essential to ensure system security, performance, and feature updates.
We conduct planned maintenance during off-peak hours to minimize service disruption. Customers will receive at least 48 hours’ advance notice for any scheduled downtime. These maintenance windows are essential to ensure system security, performance, and feature updates.

Need More Information?

Download the complete SLA document or contact our support team.

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Questions? Talk to Support

Our support team is available 24/7 to help with any questions about our SLA.

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