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Indostra
Legal & Compliance

Service Level Agreement

We are committed to reliability. This SLA defines our availability targets, support response times, and the credits we owe you if we miss them.

Availability Target

Indostra guarantees a 99.9% Monthly Uptime Percentage for our core services (QR Ordering, KOT Routing API, and Dashboard).

If we fall below this target in any given calendar month, you may be eligible for Service Credits.

99.9%
Target Uptime
Max 43m downtime / mo

Support Response Targets

Priority 1 (Critical)

Definition: System is down. No orders can be placed or received.
Response: < 1 Hour
24/7 Support

Priority 2 (High)

Definition: Major feature broken (e.g., Reports failing), but core ordering works.
Response: < 4 Hours
Business Hours

Priority 3 (Normal)

Definition: "How-to" questions, minor bugs, or feature requests.
Response: < 1 Business Day
Business Hours

Scheduled Maintenance

We generally perform maintenance during low-traffic windows (e.g., 3:00 AM - 5:00 AM IST). Standard maintenance is announced at least 48 hours in advance via the dashboard and email status alerts.

Exclusions

  • Issues caused by your local internet (ISP) or Wi-Fi hardware.
  • Force majeure events (e.g., Acts of God, major ISP outages).
  • Suspension of services due to non-payment or abuse.
  • Beta features explicitly labeled as "Non-Production".

Service Credits Policy

If we miss our uptime target, we put our money where our mouth is. Credits are calculated as a percentage of your monthly subscription fee for the affected month.

Monthly UptimeService Credit
99.0% - 99.9%10% Credit
95.0% - 99.0%25% Credit
< 95.0%50% Credit

* To request a credit, contact hello@indostra.com within 30 days of the incident.

Last Updated: September 2025

This SLA forms part of the Indostra Terms of Service.