Service Level Agreement

This Service Level Agreement sets out what you can expect from Aikram in terms of availability and support, and what we do if we fall short. It applies to paid subscriptions in good standing.

1. Uptime commitment

Plan	Monthly uptime target
Starter	99.5%
Growth	99.9%
Scale & Enterprise	99.9% with priority restoration

Uptime is measured monthly as the percentage of minutes in which the platform's core API and dashboard were reachable and functioning.

2. What is excluded

The following do not count against our uptime figure:

• Scheduled maintenance announced at least 48 hours in advance.
• Emergency security patching, which we keep as short as possible.
• Outages, restrictions or policy actions by third-party messaging platforms or payment gateways.
• Problems caused by your own configuration, integrations, or content.
• Your internet connectivity or local network issues.
• Suspension of your account for non-payment or policy breach.
• Events beyond reasonable control — natural disaster, war, government action, widespread internet failure.

3. Support response targets

Severity	Definition	First response target
Critical	Platform unusable; no messages sending at all	Within 2 business hours
High	A major feature is broken with no workaround	Within 4 business hours
Normal	A feature behaves incorrectly but has a workaround	Within 1 business day
Low	Question, guidance or feature request	Within 2 business days

Business hours are Monday to Saturday, 10:00 AM to 7:00 PM IST, excluding public holidays. These are response targets, not resolution guarantees — but we keep you updated until an issue is closed.

4. Service credits

If we miss the uptime target in a calendar month, you may claim a credit against your next invoice:

Actual monthly uptime	Credit
99.0% – below target	10% of that month's subscription fee
95.0% – 98.99%	25% of that month's subscription fee
Below 95.0%	50% of that month's subscription fee

Credits are the sole remedy for missed uptime. To claim, write to us within 30 days of the end of the affected month with the dates and times you observed the problem.

5. Maintenance

Routine maintenance is scheduled in low-traffic windows, normally between 11:00 PM and 5:00 AM IST, and announced at least 48 hours ahead by email and in-product notice. We aim to keep the service fully available during most maintenance.

6. Backups and recovery

• Automated daily backups with encryption at rest.
• Backups retained for 35 days on a rolling basis.
• Restoration procedures tested periodically.
• Recovery point objective: 24 hours. Recovery time objective: 8 hours.

7. Data export

You can export your contacts, conversations and configuration at any time from the dashboard. On cancellation, export access remains available for 30 days.

Contact

If anything on this page is unclear, or you wish to exercise a right described here, write to us:

ClickZain Digital Solutions
Email: clickzaindigitalsolutions@gmail.com
Product: Aikram · Contact page