Service Level Agreement
This SLA applies to paid plans and defines availability targets, response times, maintenance windows, exclusions, and credits.
Availability
Indostra targets 99.9% monthly uptime for the core application and APIs, excluding scheduled maintenance and documented exclusions below.
99.9% monthly uptime allows up to 43.2 minutes of unavailability per calendar month; higher targets reduce this error budget proportionally.
Support response targets
- P1 (critical outage): first response within 1 hour, updates every 60 minutes until mitigation.
- P2 (degraded or major feature impact): first response within 4 business hours.
- P3 (standard inquiry): first response within 1 business day.
Scheduled maintenance
Standard maintenance is announced at least 48 hours in advance and scheduled during low‑traffic windows; emergency maintenance may be shorter‑notice when risk warrants.
Exclusions
- Issues caused by customer networks, devices, or third‑party dependencies outside Indostra’s control.
- Force majeure events, DDoS beyond reasonable mitigation, or abuse.
- Beta features or sandbox environments not designated production‑ready.
Service credits
If monthly uptime falls below target, affected customers can request credits; credits are percentage‑based against the monthly fee and capped at the monthly fee. Requests must be made within 30 days after the month ends.
Measurement and definitions
Uptime is measured via external monitoring as a Service Level Indicator (SLI) for availability against the Service Level Objective (SLO) defined here; the SLA is the contractual promise enforced via credits.