Service Level Agreement

This Service Level Agreement (the “SLA”) describes the service levels Subhx Infotech OPC Pvt Ltd (“Subhx”, “we”, “us” or “our”) aims to provide for the SubhX Nexus platform (the “Service”). It forms part of, and is subject to, our Terms & Conditions.

The uptime commitment and service-credit remedy in this SLA apply to organisations on a paid subscription that are current on payment. Free trials, free tiers, beta or preview features, and accounts in arrears are provided on a reasonable-efforts basis and are not covered by the credit remedy.

Monthly Uptime Percentage

The total minutes in a calendar month, minus minutes of Downtime in that month, divided by the total minutes in that month, expressed as a percentage.

Downtime

A period during which the core functions of the Service are not available to the Customer, as confirmed by our monitoring, excluding any period covered by the Exclusions in Section 6.

Core functions

The ability to sign in and to use the principal features of the Service. Isolated issues with a non-core or optional feature are not Downtime.

Service Credit

A credit applied to the Customer's account, calculated as a percentage of the monthly subscription fee for the affected Service, as the sole remedy for a missed uptime target.

We aim for a Monthly Uptime Percentage of at least 99.5% for paid plans, measured per calendar month. This is a reasonable target rather than an absolute guarantee; where we fall short of it for a covered account, the service-credit remedy in Section 7 applies.

We provide support primarily by email at support@subhx.in during our normal business hours in India. We triage requests by severity and aim to provide an initial response within the following target times. These are response targets, not resolution times, and the clock runs during business hours.

Severity 1 — Critical

The Service is down or a core function is unusable for most users, with no reasonable workaround. Target initial response: within 4 business hours.

Severity 2 — High

A major feature is significantly impaired, but a workaround exists or the impact is limited. Target initial response: within 1 business day.

Severity 3 — Normal

A minor issue, question, or feature behaving incorrectly with limited impact. Target initial response: within 2 business days.

Severity 4 — Low

A general query, cosmetic issue or feature request. Target initial response: within 3 business days.

• We perform routine maintenance to keep the Service secure and reliable. Where maintenance is likely to cause a noticeable interruption, we aim to schedule it during off-peak hours, India time, and to give reasonable advance notice to the organisation administrator.
• Time during properly notified planned maintenance windows does not count as Downtime.
• Occasionally we must perform urgent or emergency maintenance — for example, to apply a critical security fix. We will give as much notice as is reasonably practicable; emergency maintenance does not count as Downtime.

Downtime does not include, and the SLA does not cover, unavailability caused by:

• Planned or emergency maintenance windows as described in Section 5.
• Factors outside our reasonable control, including force majeure events, failures of the public internet, or failures of customer-side networks, devices or browsers.
• Acts or omissions of the Customer or its users, including misconfiguration, exceeding documented usage or rate limits, or use of the Service in breach of the Terms or Acceptable Use Policy.
• Third-party services that the Customer connects or controls, such as the Customer's own email provider or identity provider.
• Suspension or restriction of access in accordance with the Terms, including for non-payment or policy violations.
• Beta, preview, trial or free-tier features, which are provided on a reasonable-efforts basis.

If, in a given calendar month, the Monthly Uptime Percentage for a covered paid account falls below the 99.5% target, the Customer may claim a Service Credit calculated as a percentage of that month's subscription fee for the affected Service:

99.5% to below 99.5%

Where uptime is at least 99.0% but below 99.5%: a credit of 5% of the monthly fee.

98.0% to below 99.0%

Where uptime is at least 98.0% but below 99.0%: a credit of 10% of the monthly fee.

Below 98.0%

Where uptime is below 98.0%: a credit of 20% of the monthly fee.

• Service Credits are applied against future subscription fees and are not redeemable for cash. The total credit for any month will not exceed the subscription fee paid for that month for the affected Service.
• Service Credits are the Customer's sole and exclusive remedy for any failure to meet the uptime target under this SLA.
• To be eligible, the Customer's account must be current on payment, and the Customer must not be in breach of the Terms during the period claimed.

• Submit a claim by email to support@subhx.in within 30 days after the end of the calendar month in which the missed target occurred.
• Include the affected period with dates and times, a description of the impact, and any error messages or evidence available to you.
• We will validate the claim against our monitoring records. Our monitoring data will be the primary basis for determining Downtime and the Monthly Uptime Percentage.
• Validated credits will be applied to a subsequent invoice. If we disagree with a claim, we will explain our assessment.

We measure availability using our own monitoring of the Service's core functions. On reasonable request, we will share relevant availability information for a claimed period. Where the Customer's own observations differ from our records, the parties will discuss in good faith, but our monitoring data will be authoritative for SLA purposes absent clear evidence to the contrary.

We may update this SLA from time to time. Where we make a material change that reduces the service levels, we will provide reasonable notice and the change will take effect from the start of the next billing cycle. We will update the “Last updated” date above for any change.

For any question about this SLA, to report an availability issue, or to submit a Service Credit claim, please contact us using the details below.