Service Level Agreement

A Commitment We Can Actually Hold

This Service Level Agreement states what availability we commit to, how we measure it, and what you get if we miss it. It forms part of our Terms and Conditions and applies to every paid subscription.

We have deliberately published a number we can hold through real maintenance and real deploys, rather than a larger one that reads better and breaks the first time we patch a server.

WHAT THIS COVERS

Covered (“the Covered Service”): the ViveLead web dashboard at dashboard.vivelead.com and the ViveLead API that the dashboard and the mobile apps call.

Not covered by the uptime commitment:

• Third-party channels and providers. WhatsApp and the WhatsApp Business Platform (Meta), cloud telephony (Twilio), AI features that depend on an external model provider, payments (Razorpay), SMS (MSG91), and email or calendar integrations (Google, Amazon SES). These are separate services with their own availability, and we cannot commit to uptime we do not control. When one of them is down we will say so and help you work around it, but it is not ViveLead downtime.
• Features marked beta or early access, and add-on modules during their first 60 days of general availability.
• The mobile apps’ own behaviour on your device, including offline sync, OS restrictions on background work, and battery optimisation settings.
• Trial accounts and free accounts. Evaluation access carries no uptime commitment.

UPTIME COMMITMENT

We commit to a Monthly Uptime Percentage of at least 99.5% for the Covered Service, measured per calendar month.

At 99.5%, the allowance is approximately 3 hours and 36 minutes of downtime in a 30-day month.

This is a commitment with a defined remedy, set out in section 5. It is not a guarantee of uninterrupted service, and no system is available every minute of every month.

HOW UPTIME IS MEASURED

Monthly Uptime Percentage = ((Total minutes in the calendar month minus Downtime minutes) divided by Total minutes in the calendar month) multiplied by 100.

Downtime means a continuous period of at least five minutes during which the Covered Service is either materially unavailable to you, or returning errors on more than 5% of requests, as recorded by our monitoring of the ViveLead health endpoint.

Points that matter when a claim is assessed:

• Measurement is per calendar month in Indian Standard Time, and does not carry across months.
• A period shorter than five continuous minutes is not Downtime, however it appeared at your end.
• Slowness that is not an outage, a single feature failing while the rest of the product works, and a problem affecting one user or one browser are not Downtime.
• Our monitoring records are the reference for a claim. If your own monitoring disagrees, send us what it recorded and we will look at both.

WHAT DOES NOT COUNT AS DOWNTIME

None of the following is counted against the Monthly Uptime Percentage:

Maintenance

• Scheduled maintenance, which we normally perform between 00:00 and 06:00 IST. Where we expect an interruption we give at least 48 hours notice, and scheduled maintenance is capped at 4 hours in a calendar month.
• Emergency maintenance and urgent security patching, which we carry out as soon as it is needed and tell you about as soon as we can.

Your side

• Your internet connection, your devices, your local network, VPN, DNS or firewall.
• Your own configuration, an integration you built, credentials or access tokens of yours that expired, or a third-party tool you connected.
• Exceeding published rate or usage limits, or a request pattern that degrades the service for other customers.
• Any suspension we are entitled to make, including for an overdue invoice or a breach of the Acceptable Use Policy.

Outside our control

• Failure of a third-party provider listed in section 1.
• Failure of upstream infrastructure, including our cloud provider, its region, or an internet backbone or ISP.
• Denial of service attacks and other attacks on us or on infrastructure we depend on.
• Force majeure as described in our Terms and Conditions, including natural disaster, government action, power or telecom failure, and public health emergency.

SERVICE CREDITS

If the Monthly Uptime Percentage falls below 99.5% in a calendar month, you may claim a service credit.

How credits work:

• A credit is applied as an extension of your paid term, equal in value to the credit percentage. It is not a cash refund.
• Credits are not redeemable for money, are not transferable, and lapse if your subscription ends for any reason.
• The maximum credit is 50% of one month’s subscription fee for any single calendar month, and a credit is calculated on the fee for the affected month only, not on your annual value, and never on add-on or usage charges.
• Credits are compensation set at a level we consider reasonable against the loss a short outage actually causes. They are not a penalty.
• Service credits are your sole and exclusive remedy, and our only liability, for any failure to meet the Monthly Uptime Percentage. This does not limit liability for gross negligence, wilful misconduct, or anything that cannot be limited under the law that applies to you.

HOW TO CLAIM A CREDIT

Credits are not applied automatically. To claim one:

1. Email contact@vivelead.com from the address registered on the account, with the subject line SLA credit claim.
2. Send it within 30 days of the end of the month you are claiming for. A claim made after that is not eligible.
3. Include the account or company name, the dates and times of each outage with the timezone, what was unavailable, and any error messages or screenshots you have.

We will respond within 10 business days with the uptime figure we recorded for that month and either the credit applied or the reason it does not qualify.

WHO IS ELIGIBLE

A credit claim is eligible only if, for the month claimed and at the time of the claim:

• the account is on a paid subscription and was paid for the month claimed;
• no invoice is overdue and the account is otherwise in good standing;
• the account is not suspended for a breach of the Terms and Conditions or the Acceptable Use Policy; and
• the affected service is the Covered Service defined in section 1.

Trials, free accounts, and any period covered by a courtesy extension or a granted plan carry no uptime commitment and no credit.

SUPPORT RESPONSE TARGETS

Support runs Monday to Saturday, 10:00 to 19:00 Indian Standard Time. These are response targets during those hours, not resolution times, and they are not backed by service credits.

Outside those hours we monitor for outages affecting all customers and respond to those as fast as we can. Email sent outside support hours is answered on the next working day.

REPEATED FAILURE AND YOUR EXIT RIGHT

If the Monthly Uptime Percentage falls below 99.5% for three consecutive calendar months, or below 95.0% in any single month, you may terminate your subscription by written notice within 30 days of the end of that period.

In that case we refund the unused portion of any prepaid term on a pro rata basis, in addition to any credits already applied. This is the one circumstance in which an annual term is refunded, and it exists because a commitment with no consequence is not a commitment.

CHANGES TO THIS SLA

We may update this SLA. Where a change reduces the uptime commitment or the credits available, we will give at least 30 days notice by email to active customers, and the change takes effect from your next renewal rather than mid-term.

The version and date at the top of this page are authoritative. Earlier versions are available on request.

For anything about availability, maintenance windows or a credit claim, write to contact@vivelead.com.