Service Level Agreement
Version 1.0 · Effective 6 October 2026
This SLA forms part of the Terms of Service for paid subscriptions.
1. Availability
1.1 Target: the Service will be available 99.5% of the time in each calendar month ("Monthly Uptime").
1.2 Monthly Uptime = (total minutes in the month − minutes of Downtime) ÷ total minutes in the month. Downtime means the main web application or API is unreachable or returns errors for all users of a School, as measured by our monitoring.
1.3 Not counted as Downtime: scheduled maintenance announced at least 24 hours in advance (we schedule it between 22:00 and 06:00 IST where possible, and not more than 8 hours a month); emergency security fixes; problems caused by the School's or its users' devices, networks or internet providers; third-party services outside our control (payment gateways, SMS/email delivery to recipients, map tiles, mobile GPS); force majeure; suspension under the Terms; features labelled beta.
2. Service credits
| Monthly Uptime | Credit (% of that month's subscription fee) |
|---|---|
| Below 99.5% | 5% |
| Below 99.0% | 10% |
| Below 95.0% | 25% |
Credits are applied to the next invoice, must be requested by email to contact@infovion.in within 30 days of the end of the month, cannot exceed 25% of that month's fee, and are the School's sole remedy for unavailability (without limiting the right to terminate for repeated failure: three consecutive months below 99.0%).
3. Support
Channels: email contact@infovion.in, phone +91 91563 02024 and the in-app support form. Hours: Monday–Saturday, 10:00–18:00 IST, excluding national holidays. Priority 1 issues are monitored outside these hours on a best-effort basis.
| Priority | Meaning | First response | Target resolution / workaround |
|---|---|---|---|
| P1 — Critical | Service down for the School, or a suspected data breach | 2 hours | 8 hours |
| P2 — High | A core function (sign-in, attendance, fees, certificates) unusable, no workaround | 4 business hours | 2 business days |
| P3 — Normal | A feature partly impaired, workaround available | 1 business day | 5 business days |
| P4 — Request | Questions, how-to, feature requests | 2 business days | As planned |
4. Backups and recovery
The database is managed by our hosting provider with automated backups. Our recovery objectives for a full-service disaster are: Recovery Time Objective 24 hours and Recovery Point Objective 24 hours. A School can additionally export its data at any time.
5. Changes
We may update this SLA with 30 days' notice; changes will not reduce the availability target or credits during a paid term.