01Definitions
- Monthly Uptime: the percentage of minutes in a calendar month during which the covered service is available, excluding Excluded Downtime.
- Excluded Downtime: downtime caused by the exclusions listed below.
- Support Hours: Monday to Saturday, 10:00 to 19:00 IST, excluding public holidays, unless your plan includes extended or 24×7 support.
- Response Time: the time between us receiving a correctly logged request and a qualified engineer starting work on it and replying.
02Availability commitment
We aim for a Monthly Uptime of at least 99.5% for production SaaS Products and managed hosting environments that we operate and control, unless your order form states otherwise.
03Exclusions
- scheduled maintenance notified at least 48 hours in advance, normally carried out on Sundays between 00:00 and 06:00 IST;
- urgent security maintenance needed to protect the service;
- failures of the internet, your systems, networks or devices;
- outages at third-party providers outside our reasonable control, including cloud platforms you selected or contracted directly;
- suspension under our terms, or issues caused by your misuse, configuration changes or instructions;
- force majeure events.
04Support channels
Log support requests by email to support@yashmitra.com or through the channel named in your order form. Include the severity, a description, the impact and steps to reproduce.
05Severity levels and response times
| Severity | Definition | Response time | Updates | Target workaround |
|---|---|---|---|---|
| P1 Critical | Production service down or a security incident with significant impact; no workaround | 1 hour | Every 2 hours | 4 hours |
| P2 High | Major function impaired for many users; workaround is difficult | 4 Support Hours | Daily | 1 business day |
| P3 Medium | Partial loss of function or minor impact; reasonable workaround exists | 1 business day | As progress is made | Next scheduled release |
| P4 Low | Questions, cosmetic issues, enhancement requests | 3 business days | As agreed | Planned roadmap |
Response times apply during Support Hours. Plans with 24×7 cover apply P1 response times at all hours. Resolution times are targets, not guarantees, because some issues depend on third parties or on your cooperation.
06Service credits
| Monthly Uptime | Service credit (% of that month's fee for the affected service) |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 95.0% | 10% |
| Below 95.0% | 25% |
To claim a credit, email us within 30 days of the end of the affected month with details of the downtime. Credits are applied to future invoices, are capped at 25% of the monthly fee for the affected service, and have no cash value. Service credits are your sole financial remedy for missing availability targets, without affecting your other rights under the agreement.
07Backups and recovery (managed services)
For environments we manage, we take backups at least daily and keep them for 14 days unless your agreement specifies otherwise, and we test restoration periodically. Recovery objectives are agreed per environment in your order form.
08Your responsibilities
- give us accurate contacts and timely access needed to resolve issues;
- report incidents promptly with enough detail;
- keep your own systems, credentials and integrations secure;
- follow our reasonable guidance for supported configurations.
09Reporting and reviews
For managed services we provide a monthly report on availability, incidents and support requests, and hold service reviews at the frequency agreed in your order form.
10Changes
We may update this SLA, but we will not reduce the commitments in your current subscription term without your agreement.