Scope
This Service Level Agreement (“SLA”) applies to all paid subscription plans of the Weblinear ERP platform. It defines the performance standards, support commitments, and remedies available to subscribers in the event that service levels are not met.
This SLA does not apply to free trial plans, beta features, or any services that are explicitly identified as being outside the scope of this agreement.
Uptime Commitment
Weblinear Technologies LLP guarantees a Monthly Uptime Percentage of at least 99.9% for all core platform services, including the web application, API endpoints, and database layer.
“Monthly Uptime Percentage” is calculated as the total number of minutes in a calendar month minus the total minutes of Downtime, divided by the total number of minutes in the month. “Downtime” means any period during which the platform is materially unavailable, excluding scheduled maintenance.
Support Response Times
We provide technical support through email and in-app channels. Response times are based on the severity of the issue:
- Severity 1 (Critical): Initial response within 1 hour. Status updates every 2 hours.
- Severity 2 (High): Initial response within 4 hours. Status updates daily.
- Severity 3 (Normal): Initial response within 24 hours. Updates as needed.
- Severity 4 (Low): Initial response within 48 hours. Updates as needed.
Critical (S1) issues are supported 24/7. All other severity levels are supported during business hours (Monday–Friday, 11:00 AM – 7:00 PM IST).
Severity Definitions
- S1 (Critical): Complete platform unavailability or data corruption affecting all users within an organization. No workaround available.
- S2 (High): A core module (e.g., Accounting, Payroll, CRM) is non-functional, significantly impacting business operations. No reasonable workaround.
- S3 (Normal): A feature is not working as expected but a manual workaround exists that allows operations to continue.
- S4 (Low): Minor issues, cosmetic bugs, documentation requests, or general product inquiries.
Service Credits
If the Monthly Uptime Percentage falls below 99.9%, subscribers may request a service credit applied to their next billing cycle:
- 99.0% – 99.89%: 10% credit of the monthly subscription fee
- 95.0% – 98.99%: 25% credit of the monthly subscription fee
- Below 95.0%: 50% credit of the monthly subscription fee
Service credits must be requested within 30 days of the end of the affected billing month. Credits are the sole and exclusive remedy for any failure to meet the uptime commitment.
Exclusions
The following are not considered Downtime for purposes of this SLA:
- Scheduled maintenance during announced maintenance windows
- Force majeure events, including natural disasters, war, or government action
- Issues caused by the subscriber's own equipment, software, or network
- Denial-of-service attacks or other malicious third-party activity
- Features explicitly designated as “beta” or “preview”
Scheduled Maintenance
We perform routine maintenance every Sunday between 02:00 AM and 04:00 AM UTC. Scheduled maintenance windows are announced at least 72 hours in advance through the system status page and in-app notifications.
Emergency security patches may be applied outside of the standard maintenance window. In such cases, we will provide as much advance notice as is practical given the nature of the security issue.
Contact
To report a service disruption or request a service credit, please contact us at support@weblinear.in.