Legal
Enterprise Service Level Agreement
Effective 12 July 2026
This SLA applies only when an Order Form expressly incorporates it. Free, trial, preview, beta, community, self-hosted, and third-party provider services are excluded unless the Order Form says otherwise.
1. Service Commitment
For the hosted RakshEx control plane, Processor targets 99.9% monthly uptime. Monthly uptime is the percentage of minutes in a calendar month during which the production Service is available for Customer's authorised requests, excluding scheduled maintenance and exclusions below.
This SLA is a service-credit remedy, not a warranty of uninterrupted Service. Customer must report a suspected outage through support@rakshex.in with workspace, time, impact, and contact details within 10 business days after the month in which it occurred.
2. Support Response Targets
| Severity | Description | Initial response target | Update target |
|---|---|---|---|
| P1 | Production Service unavailable for all Customer users, confirmed security incident, or active loss of protected data | 4 hours, 24x7 | Every 4 hours while active |
| P2 | Material production function unavailable with a workaround or limited user impact | 1 business day | Every business day |
| P3 | Non-critical defect, question, or degraded feature | 2 business days | Every 5 business days |
| P4 | Feature request, documentation, or advisory request | 5 business days | At planned review |
Response targets are not resolution commitments. Customer must provide reasonable diagnostic information and a reachable technical contact.
3. Service Credits
| Monthly uptime | Credit |
|---|---|
| 99.0% to less than 99.9% | 5% of affected monthly recurring fee |
| 95.0% to less than 99.0% | 10% of affected monthly recurring fee |
| Less than 95.0% | 25% of affected monthly recurring fee |
Credits are applied to a future invoice and are capped at 25% of the affected monthly recurring fee. Customer must request a credit within 30 days after the relevant month. This SLA's credits are Customer's sole remedy for an SLA failure, subject to mandatory law.
4. Exclusions
Downtime does not include planned maintenance with at least 72 hours' notice when practicable; emergency maintenance; Customer configuration, credentials, code, network, or provider accounts; Customer-selected third-party AI providers; force majeure; acts of attackers outside RakshEx reasonable control; suspension under the Terms; private relay or self-hosted infrastructure controlled by Customer; and use outside documentation or plan limits.
5. Measurement and Changes
RakshEx operational records determine uptime, subject to Customer's reasonable evidence. We may improve monitoring and support processes. A material reduction to this SLA during a paid term requires written agreement or renewal notice. Contact support@rakshex.in for an SLA report or incident review.
Signature Block
Customer legal name: ______________________________
Order Form number: ______________________________
Authorised signatory: ______________________________
Date: ______________________________