This Service Level Agreement ("SLA") applies to paid CoreLayerEngine plans and forms part of the Terms of Service between you and Ektasi Technology (OPC) Private Limited. Free plans are provided "as is" without an SLA.
We target 99.5% monthly availability of the core application, measured as the percentage of minutes in a calendar month the Service is reachable, excluding the Exclusions below. This matches the availability objective our engineering team actually measures and alerts on; we do not offer a higher figure than we can evidence.
If we materially fail to meet this SLA in a billing period due to causes attributable to us, you may claim a remedy under our Refund & Cancellation Policy — which provides a full refund of the affected fees within 14 working days of an approved claim. This is your sole and exclusive remedy for SLA shortfalls.
We aim to acknowledge support requests within one business day. Critical issues affecting core availability are prioritised.
To make a claim, email legal@ektasi.io from your account email within 30 days of the incident, with relevant details. Governed by the laws of India, subject to the exclusive jurisdiction of the courts at Varanasi, Uttar Pradesh, India — including, for a commercial dispute of a Specified Value of ₹3,00,000 or more, the Commercial Court at Varanasi under the Commercial Courts Act, 2015, with appeals to the High Court of Judicature at Allahabad at its principal seat at Prayagraj.