Service Level Agreement
Our commitments on uptime, support responsiveness, and data protection for customers on active hosted subscriptions.
This Service Level Agreement ("SLA") describes the service commitments of Imaginatrix Technologies Pvt. Ltd. (doing business as "Imaginatrix", "we", "us", or "our") for customers on an active, paid hosted subscription. It forms part of our Terms & Conditions. Self-hosted lifetime-licence deployments run on the customer's own infrastructure and are covered instead by any separate annual maintenance contract (AMC).
Uptime Commitment
We target 99.9% monthly uptime for the hosted Services, measured as the percentage of minutes in a calendar month during which the core application is available, excluding the exclusions listed below. Uptime is calculated as:
- Uptime % = (Total minutes − Excluded minutes − Downtime minutes) ÷ (Total minutes − Excluded minutes) × 100
Scheduled Maintenance
We perform routine maintenance during low-traffic windows and aim to give at least 24 hours' notice for any maintenance expected to cause downtime. Emergency maintenance (for security or stability) may be carried out with shorter or no notice. Scheduled and emergency maintenance are excluded from downtime calculations.
Support Response Times
Support is provided by email and WhatsApp during business hours (IST), with the following target first-response times:
- Critical (Service down or unusable for all users) — within 4 business hours.
- High (major feature unavailable, significant impact) — within 1 business day.
- Normal (minor issue, question, or request) — within 2 business days.
Response times are targets for the first response; resolution times depend on the nature of the issue. Annual and lifetime-with-AMC customers receive priority handling.
Backups & Recovery
- We take daily encrypted backups of hosted customer data.
- Our target recovery point objective (RPO) is 24 hours and our target recovery time objective (RTO) is 24 hours for a major incident.
- You can request a data export at any time, as described in our Privacy Policy.
Service Credits
If we fail to meet the monthly uptime commitment for a hosted subscription, you may request a service credit against a future invoice:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – < 99.9% | 5% of that month's fee |
| 95.0% – < 99.0% | 10% of that month's fee |
| < 95.0% | 25% of that month's fee |
Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Credits are capped at the fee for the affected month, are not redeemable for cash, and must be requested within 30 days of the affected month by emailing hello@imaginatrix.in.
Exclusions
This SLA does not apply to unavailability caused by:
- Scheduled or emergency maintenance.
- Factors outside our reasonable control, including force majeure, internet or utility failures, and issues with third-party services (payment gateways, SMS/WhatsApp providers, cloud outages).
- Your acts or omissions, including misuse, breach of the Acceptable Use Policy, or issues with your own network, devices, or configuration.
- Suspension or termination for non-payment or policy breach.
- Beta, trial, or free features.
Changes to This SLA
We may update this SLA from time to time. Changes take effect when posted here with a revised "last updated" date; for material changes affecting active subscriptions we will provide reasonable notice.
Contact Us
- Imaginatrix Technologies Pvt. Ltd.
- Astra Towers, Action Area IIC, Newtown, New Town, West Bengal 700135
- Email: hello@imaginatrix.in
- Phone: +91 973533 8865