Legal
Service Level Agreement
Our commitment to uptime, support response, and incident management. We hold ourselves accountable with concrete, measurable guarantees — not vague promises.
Last updated: June 2026 · Effective: June 4, 2026
Uptime Guarantee by Plan
| Plan | Uptime SLA | Max Downtime | Support |
|---|---|---|---|
| Starter | 99.5% | 3.65 hrs/month | Email (48h SLA) |
| Growth | 99.7% | 2.19 hrs/month | Email + Chat (24h SLA) |
| Pro | 99.9% | 43.8 min/month | Priority (8h SLA) |
| Enterprise | 99.95% | 21.9 min/month | Dedicated (4h SLA) |
Support Response Times
P1 — Critical
Platform down / checkout brokenResponse: < 1 hourResolution: < 4 hours
P2 — High
Major feature unavailableResponse: < 4 hoursResolution: < 12 hours
P3 — Medium
Non-critical feature impairedResponse: < 8 hoursResolution: < 48 hours
P4 — Low
General queries / feature requestsResponse: < 48 hoursResolution: Best effort
Service Availability
- RasoeeCloud infrastructure is hosted on AWS in the Asia-Pacific (Mumbai) region for low-latency access across India.
- Uptime is measured as the percentage of time the production API and dashboard are accessible, excluding scheduled maintenance windows.
- Real-time status is always available at status.rasoeecloud.com.
Scheduled Maintenance
- Planned maintenance is scheduled between 02:00-04:00 IST on weekdays, avoiding weekends and public holidays.
- We provide at least 48 hours advance notice for any maintenance expected to cause more than 5 minutes of downtime.
- Emergency patches required to protect platform security may be applied without notice but are completed as quickly as possible.
Service Credits
- If we fail to meet the uptime SLA in a given calendar month, you are eligible for service credits.
- 99.0% - 99.49% achieved uptime: 10% credit on that months subscription fee.
- 95.0% - 98.99% achieved uptime: 25% credit on that months subscription fee.
- Below 95.0% achieved uptime: 50% credit on that months subscription fee.
- Credits are applied to the next invoice and do not constitute a cash refund.
- To claim a credit, submit a request within 30 days of the end of the affected month to support@rasoeecloud.com.
SLA Exclusions
- Scheduled maintenance windows notified in advance.
- Force majeure events: natural disasters, war, government actions, and other events beyond our reasonable control.
- Third-party service outages (Razorpay, telecom providers, ISPs).
- Issues caused by customer-side network, hardware, or browser configuration.
- Downtime resulting from customer actions that violate the Terms of Service.
Incident Management
- Detection: Automated monitoring alerts our on-call team within 60 seconds of a P1 incident.
- Communication: Status page and affected customer email notifications within 15 minutes of confirmed P1 incident.
- Resolution: Engineering team follows runbooks and escalation paths to restore service.
- Post-Mortem: A public post-mortem is published within 5 business days for any P1 incident exceeding 30 minutes.
SLA Queries
For SLA credits or enterprise-level SLA negotiations, contact support@rasoeecloud.com. Enterprise customers may negotiate custom SLA terms with dedicated uptime and support commitments.
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