Service Level Agreement (SLA)
Last updated: February 2025
1. Scope
This SLA applies to all Ajvika hosted platforms: School ERP, GuardPro, BrightPath, Bus Track, Labs, Gallery, IoT Hub, and MediTrack, accessible via ajvika.com and its subdomains.
2. Uptime Commitment
Ajvika targets a monthly uptime of 99.0% for all hosted services, excluding scheduled maintenance windows and force majeure events.
| Service | Target Uptime | Support Response |
|---|---|---|
| School ERP | 99.0% | Within 24 hours |
| GuardPro | 99.5% | Within 12 hours |
| BrightPath | 99.0% | Within 24 hours |
| Bus Track | 99.0% | Within 24 hours |
| MediTrack | 99.0% | Within 24 hours |
| All others | 99.0% | Within 48 hours |
3. Scheduled Maintenance
Planned maintenance occurs between 11 PM – 3 AM IST on Sundays. Users are notified at least 24 hours in advance via email and in-app push notification (FCM).
4. Incident Response
- Critical (service down): Response within 2 hours, resolution target 6 hours.
- High (major feature broken): Response within 6 hours, resolution target 24 hours.
- Medium (minor issues): Response within 24 hours, resolution target 72 hours.
- Low (cosmetic/enhancement): Addressed in next scheduled update.
5. Exclusions
SLA does not cover downtime caused by: third-party services (Firebase, Google APIs, Razorpay, Hostinger), client-side issues (internet connectivity, device problems), or acts of God/force majeure.
6. Reporting Issues
Report incidents to support@ajvika.com or WhatsApp +91 99123 44598 with screenshots and steps to reproduce.
7. SLA Credits
If monthly uptime falls below the committed level due to Ajvika's fault, affected subscribers may request a proportional service credit for the impacted period, applied to the next billing cycle.