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 Innovations LLP ("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.
The purpose of this SLA is to:
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, or 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).
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.
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 a target monthly availability of 95.0%.
This period allows for:
Beginning immediately after the Launch Stabilization Period, Cafiyn shall use commercially reasonable efforts to achieve a target monthly availability of 99.0%.
This target represents an operational objective and shall not constitute a contractual guarantee.
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.
The following shall not be considered downtime and shall be excluded from availability calculations:
Support is provided on a commercially reasonable efforts basis.
Support may include:
Support does not include:
Standard support hours are 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 and operational inquiries may be submitted to support@cafiyn.com.
Customers should provide:
Incomplete information may delay investigation.
For the first twelve (12) months following general commercial availability of the Service ("Initial Operating Period"), Cafiyn does not guarantee:
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.
A complete outage or service failure affecting all or substantially all users with no available workaround.
Examples:
Target initial response: within one (1) business day.
A major feature or business process is significantly impaired.
Examples:
Target initial response: within two (2) business days.
Limited functionality is affected but reasonable workarounds exist.
Examples:
Target initial response: within three (3) business days.
General inquiries, cosmetic issues, enhancement requests, or documentation concerns.
Examples:
Target initial response: within five (5) business days.
Response targets represent acknowledgment and investigation targets only.
A response may include:
Response targets do not constitute resolution commitments.
Cafiyn does not guarantee:
Issue prioritization shall be determined by Cafiyn based upon severity, security impact, customer impact, operational risk, and resource availability.
Scheduled maintenance. Planned maintenance activities intended to improve performance, enhance reliability, deploy updates, or 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, or maintain service integrity.
Where appropriate, Cafiyn may provide updates regarding significant incidents.
Communications may include:
Cafiyn reserves discretion regarding the frequency and content of incident communications.
Customers shall:
Failure to cooperate may impact support effectiveness.
Unless expressly agreed in a separate written agreement:
Availability objectives and support targets are operational objectives only.
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.
Cafiyn may modify this SLA from time to time to reflect:
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.
Service operations and support: support@cafiyn.com
Questions regarding this SLA, support procedures, availability objectives, or incident reporting should be directed to the above contact.
Questions about this policy? Email support@cafiyn.com.