Service Level
Agreement
We're committed to reliability. This SLA defines our availability targets, support response times, and the credits we owe you if we miss them.
99.9% monthly uptime, by contract.
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.
Three priorities. Three response windows.
P1 · Critical
System is down. No orders can be placed or received.
P2 · High
Major feature broken (e.g., reports failing), but core ordering works.
P3 · Normal
"How-to" questions, minor bugs, or feature requests.
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".
Money where our mouth is.
Credits are calculated as a percentage of your monthly subscription fee for the affected month.
| Monthly uptime | Service 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.