Service Level and Support Policy
Availability targets, support hours, response times and service credits
Template - not legal advice. This document was drafted for Indoria Technologies Private Limited to match how the software actually works. Company details are filled in. Until an advocate has reviewed it, treat it as a draft; Document 28 explains the smallest review that is worth paying for, especially the Digital Personal Data Protection Act 2023 sections, the handling of students under 18, and the limitation of liability. The numbers below are proposals you can keep. Do not promise more than your server and your team can deliver.
1. Availability target
| Plan | Monthly availability target | Support channel | First response |
|---|---|---|---|
| Free | Best effort, no credit | E-mail, help guide | 3 working days |
| Shop and Standard | 99.0% (about 7 hours of downtime in a month) | 1 working day | |
| Business, Manufacturer and CA partner | 99.5% (about 3.5 hours) | E-mail and phone / WhatsApp in office hours | 4 working hours for urgent issues, 1 working day otherwise |
Availability is the share of minutes in a calendar month in which the sign-in page and the apps respond, measured by Indoria's uptime check. Not counted: planned maintenance announced at least 24 hours ahead (kept to 4 hours a month, ideally 11 pm to 5 am IST), problems with the customer's own internet or device, force majeure, and suspension for breach or non-payment.
2. Support hours
Monday to Saturday, 10:00 to 18:00 India Standard Time, except national holidays and Rajasthan State holidays. Contact: contact@indoriamunim.in. Please include your organisation name, the account e-mail, what you did, what you expected, what happened, and a screenshot.
3. Severity and response
| Severity | Example | First response | Target fix or workaround |
|---|---|---|---|
| 1 Urgent | Nobody can sign in; data looks lost or exposed | 2 working hours (also outside hours for suspected data exposure) | 8 hours |
| 2 High | One app does not open or save for many users; invoices cannot be issued | 4 working hours | 2 working days |
| 3 Normal | A feature misbehaves with a workaround | 1 working day | Next release or 10 working days |
| 4 Request | How-to question, new feature idea | 2 working days | Answer, or added to the roadmap |
4. Service credits
| Monthly availability | Credit (share of that month's fee) |
|---|---|
| Below the target but at least 98% | 5% |
| Below 98% but at least 95% | 10% |
| Below 95% | 25% |
To claim, write within 15 days after the month ends. Credits are applied to the next invoice, are not paid in cash, and are the only remedy for missing the availability target.
5. Backups and recovery targets
- Backups: a consistent copy of the database is taken every night and the last 14 are kept; Indoria also copies it to a second location outside the server.
- Recovery point: up to 24 hours of changes could be lost in a worst case. Recovery time: within 8 hours of a decision to restore.
- Details and the restore drill are in the Business Continuity and Disaster Recovery Plan (Document 30).
6. Customer responsibilities
Keep an administrator contact up to date, report problems with the details above, keep sign-in details safe, and use a supported browser (current Chrome, Edge, Firefox or Safari), Windows 10 or 11, or Android 7 and newer.