System Uptime

We provide 99% system uptime. This is excluding outages which are beyond our control (for e.g. outages caused by integration failures of ERP systems, marketplaces, D2C websites etc.), or software releases. 

We are an agile software product company and frequently deploy new releases. In all such cases, the customers are notified in advance, and such downtimes will not be considered as part of uptime metrics.

System SLA Metrics

System SLA’s are defined by both severity of the issue and also the cause of the issue. For e.g. An issue may be severe, but if the cause of the issue is very difficult to solve, then it may take longer to resolve.

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