Service Level Agreement (SLA) & Infrastructure Uptime
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Standard operating uptime commitments (99.9% targeted availability), maintenance windows, severity classification tiers (P1 to P4), and resolution workflows for hosted environments.
1. Scope & Objective
This Service Level Agreement ("SLA") establishes the targeted infrastructure availability, maintenance schedules, support response times, and resolution targets provided by DUSTWON PRIVATE LIMITED ("Dustwon") for client software hosted on Dustwon-managed cloud infrastructure and ongoing enterprise Annual Maintenance Contracts (AMC).
This SLA does not apply to client-hosted on-premise environments, self-managed VPS servers, third-party shared hosting outside Dustwon's administrative custody, or uncompiled code delivered to the Client's internal servers.
2. Service Availability Target (99.9% Monthly Uptime)
Dustwon targets a 99.9% Monthly Service Availability ("Target Availability") for managed cloud web and database servers. Availability is calculated on a calendar month basis using the following metric:
Monthly Availability % = [ (Total Scheduled Minutes in Month - Unscheduled Outage Minutes) / Total Scheduled Minutes in Month ] × 100
An "Unscheduled Outage" is defined as a continuous period exceeding five (5) consecutive minutes during which production web servers or primary database endpoints fail to respond to automated HTTP/TCP health checks from multiple external monitoring nodes.
3. Maintenance Windows
To ensure system security, operating system patching, and database optimization, Dustwon conducts scheduled maintenance under strict protocols:
- Scheduled Routine Maintenance: Conducted during off-peak hours (between 01:00 AM IST and 05:00 AM IST). Dustwon shall provide at least twenty-four (24) hours advance notice via client portal notification or email broadcast;
- Emergency Security Maintenance: In the event of critical zero-day vulnerabilities, active distributed denial-of-service (DDoS) threats, or upstream cloud hardware failures, Dustwon reserves the right to execute emergency maintenance with notification dispatched as soon as commercially practicable;
- All planned and emergency maintenance minutes are strictly excluded from Unscheduled Outage calculations.
4. Support Tiers, Severity Levels & Response Targets
Client support tickets submitted through the official Client Portal are categorized into four severity tiers:
| Severity Tier | Impact Definition | Target Response | Target Resolution / Workaround |
|---|---|---|---|
| P1 - Critical | Core production service completely down; entire business operation blocked; catastrophic data corruption risk. | Within 1 Hour (24x7) | Continuous engineering effort until restored; target within 6 hours. |
| P2 - High | Major operational feature severely degraded; critical workflow impaired; no immediate workaround available. | Within 4 Business Hours | Target resolution within 12 to 24 business hours. |
| P3 - Medium | Non-critical feature glitch or cosmetic bug; system functions with acceptable manual workaround. | Within 8 Business Hours | Resolved in next scheduled maintenance release or sprint patch. |
| P4 - Low | General technical inquiry, cosmetic change request, documentation question, or minor UI feedback. | Within 24 Business Hours | Addressed during standard business hours (Mon-Sat, 9:30 AM - 6:30 PM IST). |
5. Official Support Channels
To maintain verifiable audit trails and service response tracking, technical support must be initiated through official channels:
- Primary Channel: Interactive Support Ticket System inside the Client Portal (
/tickets); - Email Desk: support@dustwon.com (auto-generates audit tracking tickets);
- Priority Phone Desk: +91 8839351440 (Reserved for P1 Critical Outages and authorized Enterprise AMC clients).
6. SLA Exclusions
Dustwon shall have no liability and shall not be held in breach of this SLA for outages, delays, or failures arising from:
- Client-side hardware, local network, ISP, or workstation failures;
- Client DNS misconfigurations or external nameserver delegation errors managed outside Dustwon's custody;
- Unauthorized code modifications, custom script injections, or third-party plugins installed by the Client;
- Outages or latency originating from upstream payment gateways (Easebuzz, Razorpay), registrar APIs (Dynadot), WhatsApp/Meta APIs, or cloud provider regional zone collapses;
- Volumetric Distributed Denial of Service (DDoS) attacks exceeding standard cloud firewall mitigations;
- Account suspensions triggered by non-payment of invoices or violation of our Acceptable Use Policy;
- Force Majeure events (e.g., acts of war, natural disasters, national fiber severance, government-mandated internet shutdowns).
7. Service Remedies & Credit Process
If monthly availability for a managed cloud hosting service falls below 99.0% in a given calendar month due solely to Dustwon's verified internal infrastructure failure, eligible Clients with accounts in good standing may claim a Service Credit equal to 10% of that month's hosting service fee.
To claim a Service Credit, the Client must submit a written claim with log evidence to support@dustwon.com within seven (7) calendar days of the month's end. Approved Service Credits are credited exclusively against future recurring hosting invoices and are non-refundable in cash.
Published and maintained by the Corporate Legal & Compliance Department of DUSTWON PRIVATE LIMITED.