Legal
Service Level and Support
Policy
Effective date: [Effective date]
Draft — under legal review
Summary in simple words
We work to keep VANVED available and to reply to support quickly. These are targets, not guarantees. If we miss a serious availability target, you may ask for a service credit. Planned maintenance and events outside our control are excluded.
1. Availability target
- Monthly availability target: [FILL: e.g. 99.0%] of each calendar month for the web app and API, measured by our monitoring [FILL: tool].
- Excluded: scheduled maintenance (announced at least 24 hours ahead where possible, preferably 00:00-05:00 IST), emergency security patches, force majeure, Tenant's own network/devices/domain DNS, third-party outages (payment gateways, WhatsApp/Meta, SMS operators, GST portal, Google), abuse-related suspension.
- Single-region hosting: [FILL: hosting provider & region]. There is no automatic failover to a second region.
2. Service credits (only if approved by the business)
| Monthly availability | Credit (percent of that month's plan fee) |
|---|---|
| below [FILL: 99.0%] and at least [FILL: 98.0%] | [FILL: 5%] |
| below [FILL: 98.0%] | [FILL: 10%] |
Credits are applied to a future invoice (not paid in cash), must be requested within 15 days of month end, and are the sole remedy for downtime.
3. Support
| Channel | Hours | Plans |
|---|---|---|
| Email [FILL: Support email] | Mon-Sat [FILL: 10:00-18:00] IST | All |
| Phone/WhatsApp [FILL: Support phone] | Mon-Sat [FILL: 10:00-18:00] IST | [FILL: paid plans] |
| In-app help/ticket | 24x7 submission | All |
Priority and target response (not resolution)
| Priority | Meaning | First response target |
|---|---|---|
| P1 Critical | service down for most users, payments or payroll blocked, suspected data breach | 2 hours (business hours) [FILL] |
| P2 High | major feature unusable, workaround exists | 4 business hours |
| P3 Normal | partial issue, how-to, minor bug | 1 business day |
| P4 Request | enhancement, data import, training | 3 business days |
Response targets count from when we receive a complete report. Support covers use of the Service, not Tenant's own data entry, tax advice or third-party tools.
4. Status and incidents
We will post major incidents and maintenance at [FILL: status page URL or "by email to Tenant admins"], and email Tenant admins for P1 incidents. For personal data breaches see the DPA.
5. Backups and recovery
We take backups [FILL: frequency, location, retention - confirm real setup before publishing]. Recovery objectives (RPO/RTO): [FILL: not yet committed]. Tenants should export critical data regularly.
6. Scheduled background jobs
Some functions run on a schedule (e.g. recurring invoices, payment reminders, fee reminders, campaign sends, expiry sweeps). Timing is approximate and may be delayed during maintenance or incidents.
7. Customer responsibilities
Keep admin contacts current, secure credentials, report issues with details (screenshots, time, steps), keep integrations (WhatsApp, SMTP, gateway) active.
8. Escalation
Support > [FILL: Support lead email] > Grievance Officer for unresolved complaints.