Service Level Agreement
This SLA forms part of the Terms of Service. It applies to paid Tenants only. During the Early Access period when fees are set to ₹0.00, this SLA is provided on a best-effort basis without binding service credits.
1. Uptime target
The Company will use commercially reasonable efforts to make the Platform available ≥ 99.5% of the time, measured monthly, subject to the exclusions below. Stronger uptime commitments may be available under enterprise plans.
2. Exclusions
Downtime caused by the following does not count against the uptime target:
- Scheduled maintenance announced at least 48 hours in advance
- Emergency security maintenance (e.g., critical CVE response)
- Force-majeure events (see Terms §12)
- Failure of third-party services not within the Company's reasonable control (e.g., government APIs, payment gateways, communication providers, telecom carriers, ISPs, AI providers)
- Tenant misuse, AUP violation, suspension, or excessive load originating from Tenant integrations
- Issues with Tenant's network, devices, or browsers
- Government-mandated outages (e.g., GST portal downtime)
3. Support response times
| Severity | Description | First response | Update cadence |
|---|---|---|---|
| P1 — Critical | Platform is fully unavailable; data integrity issue affecting all users | 1 business hour | Every 2 hours until resolved |
| P2 — High | Major feature is unavailable or severely degraded; no workaround | 4 business hours | Daily |
| P3 — Medium | A non-critical feature is degraded; workaround exists | 1 business day | Every 2 business days |
| P4 — Low | Cosmetic, documentation, or feature request | 3 business days | Weekly until closed |
Business hours are 10:00–18:30 IST, Monday–Saturday, excluding national holidays in India. P1 incidents are handled 24×7 on a reasonable-efforts basis.
4. Service credits (paid plans only)
| Monthly uptime | Service credit (% of monthly fees) |
|---|---|
| ≥ 99.5% | 0% |
| ≥ 99.0% and < 99.5% | 5% |
| ≥ 95.0% and < 99.0% | 10% |
| < 95.0% | 25% |
Service credits are the Tenant's sole and exclusive remedy for failure to meet the uptime target. They must be claimed in writing within 30 days of the affected month, applied to the next invoice, are non-transferable, non-refundable, and capped at 25% of the monthly fee for the affected month.
5. Maintenance windows
- Standard maintenance window: Sundays 02:00–05:00 IST. Notice: 48 hours.
- Emergency maintenance: may occur at any time, with as much notice as is reasonably possible
- Major releases: announced at least 7 days in advance via in-platform banner and email
6. Backup and recovery
- Backups are encrypted, stored within India, and retained for a period appropriate to data sensitivity and applicable law.
- Recovery point and recovery time objectives are appropriate to a business-critical SaaS service and are reviewed periodically. Specific values are available to customers under NDA.
- Tenants may request a point-in-time restore of their tenant; reasonable charges may apply for restores requested due to Tenant action (e.g., user-initiated bulk delete).
7. Status communication
We will publish ongoing status at status.pharmit.live (planned) and via in-platform notifications. Tenants are encouraged to subscribe to status updates.
8. Contact
SLA enquiries / service credit claims: support@pharmit.in with subject "SLA claim".