Service Level Agreement

1. Scope

This Service Level Agreement applies to paid subscriptions to Vedatricks products that are current on payment. It forms part of the Terms of Service.

It does not apply to:

• free tiers, trials, pilots, beta features and anything labelled “in build” or “prototype”;
• this marketing website, the Veda assistant, or documentation;
• custom development work, which is governed by its statement of work;
• domain registration and payment-gateway assistance, where availability depends on the registry or gateway.

2. Definitions

3. Availability commitment

We target a Monthly Uptime Percentage of [ ● ]term not yet agreed; this document is in legal review for each production Service.

We would rather commit to a number we can hold than advertise one we cannot. Our production environments run on shared cPanel hosting today; the uptime figure above will be set from measured performance and the hosting provider’s own commitment before this document comes into force. Enterprise customers who need a higher committed figure and a dedicated environment should ask — that is a separate, priced arrangement.

4. How availability is measured

• Measurement is per product, per calendar month, from our own external monitoring, which checks a health endpoint from at least two locations at [ ● ]term not yet agreed; this document is in legal review.
• Downtime starts at the first failed check confirmed by a second location, and ends at the first subsequent successful check.
• Isolated failures shorter than [ ● ]term not yet agreed; this document is in legal review are not counted.
• Our monitoring record is the reference. If your own monitoring disagrees, send us the log with your claim and we will reconcile in good faith.

5. Maintenance windows

• Standard window: [ ● ]term not yet agreed; this document is in legal review. Most releases are deployed without downtime; where downtime is needed we keep it inside this window.
• Notice: at least [ ● ]term not yet agreed; this document is in legal review by email and in-product, stating the expected duration and impact.
• Emergency maintenance: for a security fix or an imminent failure, we may act with shorter notice, or none. We tell you what happened and why within 24 hours.
• Scheduled Maintenance does not count as Downtime.

6. Support hours and channels

• Hours: Mon–Sat, 10:00–19:00 IST.
• Channels: in-product support tickets, email to hello@vedatricks.com, and WhatsApp for quick questions. Tickets are the record of the request.
• Outside hours: Severity 1 incidents are handled on [ ● ]term not yet agreed; this document is in legal review; everything else is picked up at the start of the next Business Hours.
• Language: English and Hindi. Other languages on a best-efforts basis.
• What we need from you: the tenant name, the affected URL or screen, the time, what you expected, what happened, and a screenshot. It roughly halves resolution time.

7. Severity levels and response targets

Response time is the time to a human acknowledgement with an owner assigned, measured inside Business Hours unless stated. It is not a fix time; a fix time depends on the fault.

We set the initial severity from your description and may adjust it with an explanation. If you disagree, say so in the ticket and we will review it the same day.

8. Service credits

If the Monthly Uptime Percentage for a product falls below the commitment in section 3, you may claim a Service Credit against the next invoice for that product:

• Credits are calculated on the fee for the affected product for the affected month, excluding GST.
• Total credits in any month cannot exceed [ ● ]term not yet agreed; this document is in legal review.
• Credits are applied to a future invoice. They are not paid in cash and are not refundable.
• Service Credits are your sole and exclusive remedy for a failure to meet the availability commitment.

9. Claiming a credit

1. Raise a ticket within 30 days of the end of the affected month.
2. Include the product, the dates and times of the Downtime, the tenant, and any logs or monitoring output you have.
3. We respond within 10 business days with our monitoring record and the credit calculation.
4. Credits are applied to the next invoice after approval.

An account with an overdue invoice is not eligible for a credit until the invoice is settled.

10. Exclusions

11. Backups and recovery

• We take a database backup before every schema migration on a production environment, as a matter of routine deployment practice.
• Scheduled backups run at [ ● ]term not yet agreed; this document is in legal review and are retained for [ ● ]term not yet agreed; this document is in legal review.
• Our recovery targets are RPO [ ● ]term not yet agreed; this document is in legal review and RTO [ ● ]term not yet agreed; this document is in legal review. These are targets for a full-environment failure, not a guarantee for a single deleted record.
• Restore procedures are documented and tested at [ ● ]term not yet agreed; this document is in legal review; the date of the last successful test is available to customers on request.
• Restoring your own data because it was deleted in the product is a chargeable request unless the deletion was caused by a defect.
• Keep your own exports for anything you cannot afford to lose. Every product offers an export.

12. Status and incident communication

• Live status and incident history: [ ● ]term not yet agreed; this document is in legal review.
• During an S1 incident we post an initial notice within 30 minutes of confirming it, then hourly updates.
• After an S1, we publish a post-incident review within [ ● ]term not yet agreed; this document is in legal review covering what happened, the impact, the root cause and what we changed.
• We do not use the status page for marketing, and we do not close an incident before it is fixed.

13. Chronic failure

If we miss the availability commitment in [ ● ]term not yet agreed; this document is in legal review, you may terminate the affected subscription on written notice without penalty and receive a pro-rata refund of prepaid, unused fees, in addition to any credits already due.

14. Review of this SLA

We review this document at least annually and whenever our hosting or architecture changes materially. Changes that reduce a commitment take effect at your next renewal, not during a term you have already paid for, and we give at least [ ● ]term not yet agreed; this document is in legal review notice.