Service Level Agreement

This Service Level Agreement ("SLA") applies to paid CoreLayerEngine plans and forms part of the Terms of Service between you and Ektasi Technology Private Limited. Free plans are provided "as is" without an SLA.

1. Uptime commitment

We target 99.9% monthly availability of the core application, measured as the percentage of minutes in a calendar month the Service is reachable, excluding the Exclusions below.

2. Exclusions

• Scheduled maintenance (announced in advance where practicable).
• Outages of third-party platforms or providers (e.g. Meta/WhatsApp, Google, payment processors, AI providers, your network).
• Factors beyond our reasonable control (force majeure), misuse, or breach of the Terms/AUP.

3. Remedy

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.

4. Support

We aim to acknowledge support requests within one business day. Critical issues affecting core availability are prioritised.

5. Claims

To make a claim, email [email protected] from your account email within 30 days of the incident, with relevant details. Governed by the laws of India, subject to the courts at Lucknow, Uttar Pradesh, India (Hon'ble High Court of Judicature at Allahabad, Lucknow Bench).