This Service Level Agreement ("SLA") describes the service availability objectives, support commitments, incident classification framework, maintenance practices, and operational standards applicable to the services provided by Cafiyn ("Cafiyn", "Company", "we", "our", or "us").
This SLA forms part of the applicable Terms of Service, Subscription Agreement, Master Services Agreement, Order Form, or other governing agreement between Cafiyn and the Customer .
This SLA does not create guarantees, warranties, or service credits unless expressly stated in a separate written agreement executed by authorized representatives of both parties.
Purpose
The purpose of this SLA is to:
- Define service availability objectives.
- Describe support processes.
- Establish incident severity classifications.
- Define response targets.
- Clarify maintenance procedures.
- Set customer expectations regarding service operations.
Definitions
Service
The software, website, application, portal, platform, subscription service, or related technology offering provided by Cafiyn.
Availability
The percentage of time during a calendar month that the Service is operational and accessible, excluding permitted exclusions defined in this SLA.
Downtime
The period during which the Service is unavailable to substantially all users due to an issue within Cafiyn's control.
Scheduled Maintenance
Planned maintenance activities announced in advance.
Emergency Maintenance
Urgent maintenance necessary to:
- Protect security
- Prevent service disruption
- Resolve critical issues
- Address operational risks
- Business Day
- Monday through Friday excluding public holidays observed in Karnataka, India.
- Business Hours
- 9:00 AM to 6:00 PM Indian Standard Time (IST).
Service availability objectives
Cafiyn will use commercially reasonable efforts to maintain service availability in accordance with the objectives described below.
Availability objectives are targets only and do not constitute warranties or guarantees.
Launch stabilization period
For the first six (6) months following the general commercial availability of the Service ("Launch
Stabilization Period"), Cafiyn shall use commercially reasonable efforts to achieve:
- Target Monthly Availability
- 95.0%
- This period allows for:
- Infrastructure optimization
- Security hardening
- Operational maturity improvements
- Performance enhancements
- Reliability improvements
Standard availability period
Beginning immediately after the Launch Stabilization Period, Cafiyn shall use commercially reasonable
efforts to achieve:
- Target Monthly Availability
- 99.0%
This target represents an operational objective and shall not constitute a contractual guarantee.
Availability calculation
Monthly Availability shall be calculated as follows:
- Availability (%) = (Total Minutes in Month − Unplanned Downtime) ÷ (Total Minutes in Month) × 100
- Only verified downtime attributable directly to Cafiyn-controlled systems shall be included in downtime
- calculations.
Exclusions
The following shall not be considered downtime and shall be excluded from availability calculations:
- Scheduled Maintenance
- Approved maintenance activities performed with reasonable notice.
- Emergency Maintenance
- Urgent maintenance required to protect:
- Security
- Integrity
- Availability
- Stability
- Customer Environment Issues
- Including:
- Customer networks
- Customer internet providers
- Local devices
- Browser issues
- Third-Party Failures
- Including failures involving:
- Cloud providers
- DNS providers
- Internet carriers
- Utility providers
- Force Majeure Events
- Including:
- Natural disasters
- Floods
- Fires
- Earthquakes
- War
- Civil unrest
- Government actions
- Pandemics
- Security Events
- Including:
- DDoS attacks
- Internet-wide disruptions
- Malicious third-party activity
- Customer-Caused Interruptions
- Including:
- Misconfiguration
- Unauthorized changes
- Improper usage
Support services
Support is provided on a commercially reasonable efforts basis.
Support may include:
- Issue investigation
- Troubleshooting assistance
- Defect identification
- Service guidance
- General inquiries
- Support does not include:
- Custom development
- Consulting services
- Customer training
- Third-party software support
- On-site assistance unless separately contracted
Support hours
Standard Support Hours:
- Monday through Friday
- 9:00 AM to 6:00 PM IST
- Excluding public holidays observed in Karnataka, India.
- Support requests may be submitted at any time.
- Requests submitted outside support hours shall be processed during the next available business
- period.
Support contact
Support and operational inquiries may be submitted to:
- Email: support@cafiyn.com
- Customers should provide:
- Contact information
- Detailed description
- Steps to reproduce
- Screenshots where available
- Impact assessment
- Incomplete information may delay investigation.
Initial operating period support
Commitments
For the first twelve (12) months following general commercial availability of the Service ("Initial
Operating Period"), Cafiyn does not guarantee:
- Resolution times
- Recovery times
- Restoration times
- Workaround delivery times
- Defect correction timelines
- All support commitments during this period are targets only.
- Cafiyn shall use commercially reasonable efforts to investigate and address issues according to severity
- and business impact.
Incident severity levels
Severity 1 (Critical)
A complete outage or service failure affecting all or substantially all users with no available workaround.
Examples:
- Complete service outage
- Critical authentication failure
- Major security incident
- Target Initial Response
- Within two (2) business days.
- Severity 2 (High)
- A major feature or business process is significantly impaired.
- Examples:
- Major reporting failures
- Core functionality unavailable
- Significant degradation
- Target Initial Response
- Within two (2) business days.
- Severity 3 (Medium)
- Limited functionality is affected but reasonable workarounds exist.
- Examples:
- Non-critical feature issues
- Performance degradation
- Minor operational impacts
- Target Initial Response
- Within three (3) business days.
- Severity 4 (Low)
General inquiries, cosmetic issues, enhancement requests, or documentation concerns.
Examples:
- UI issues
- Feature requests
- Clarification requests
- Target Initial Response
- Within five (5) business days.
Response targets
Response targets represent acknowledgment and investigation targets only.
A response may include:
- Acknowledgment of receipt
- Request for additional information
- Status update
- Investigation initiation
- Response targets do not constitute resolution commitments.
Resolution commitments
Cafiyn does not guarantee:
- Resolution deadlines
- Recovery objectives
- Restoration objectives
- Workaround availability
- Defect remediation schedules
- Issue prioritization shall be determined by Cafiyn based upon:
- Severity
- Security impact
- Customer impact
- Operational risk
- Resource availability
Maintenance
Cafiyn may perform:
- Scheduled Maintenance
- Planned maintenance activities intended to:
- Improve performance
- Enhance reliability
- Deploy updates
- Address security concerns
- Reasonable efforts will be made to provide advance notice.
- Emergency Maintenance
- Emergency maintenance may be performed without prior notice where necessary to:
- Address security threats
- Prevent service disruption
- Protect customer data
- Maintain service integrity
Incident communications
Where appropriate, Cafiyn may provide updates regarding significant incidents.
Communications may include:
- Incident acknowledgement
- Service status updates
- Mitigation activities
- Resolution notices
Cafiyn reserves discretion regarding the frequency and content of incident communications.
Customer responsibilities
Customers shall:
- Maintain supported environments.
- Cooperate with troubleshooting efforts.
- Provide requested information.
- Implement reasonable security practices.
- Promptly report suspected issues.
- Failure to cooperate may impact support effectiveness.
No service credits
Unless expressly agreed in a separate written agreement:
- No service credits apply.
- No financial penalties apply.
- No automatic refunds apply.
- No uptime compensation applies.
- Availability objectives and support targets are operational objectives only.
Limitation of liability
This SLA is subject to all liability limitations, exclusions, disclaimers, and remedies contained in the governing agreement between Customer and Cafiyn.
Nothing in this SLA increases Cafiyn's liability beyond the limits established in the applicable agreement.
Changes to this sla
Cafiyn may modify this SLA from time to time to reflect:
- Service improvements
- Operational changes
- Legal requirements
- Business needs
- Material changes shall be communicated through appropriate channels.
- Continued use of the Services following publication of an updated SLA constitutes acceptance of the
- revised SLA.
Contact information
Service Operations and Support
Email: support@cafiyn.com
Questions regarding this SLA, support procedures, availability objectives, or incident reporting should be directed to the above contact.