Service Level Agreement
1. Service Commitment
Rach Dev LLP commits to maintaining 99.9% monthly uptime for all production infrastructure, including managed databases, API endpoints, authentication services, and the AI agent runtime environment. This commitment applies to all paid plans.
This SLA does not apply to free-tier accounts, beta features, or services explicitly marked as "experimental" in the documentation.
2. Definitions
- Uptime: The percentage of time during a calendar month that the production Services are operational and accessible as measured by our external monitoring systems.
- Downtime: Any period during which the production Services are unavailable or materially degraded, as confirmed by our monitoring. A service is considered unavailable when more than 5% of requests return errors (HTTP 5xx) over a 5-minute rolling window.
- Scheduled Maintenance: Planned maintenance windows communicated at least 48 hours in advance via email and the status page. Scheduled maintenance does not count toward downtime calculations.
- Emergency Maintenance: Unplanned maintenance required to address critical security vulnerabilities or issues that pose an imminent threat to data integrity. We will provide as much advance notice as circumstances allow.
3. Uptime Calculation
Monthly uptime is calculated using the following formula:
Where:
- Total Minutes: The total number of minutes in the calendar month
- Downtime Minutes: The total minutes of confirmed downtime during the month, excluding scheduled maintenance and excluded events
For example, in a 30-day month (43,200 total minutes), 99.9% uptime allows for a maximum of 43.2 minutes of unplanned downtime.
4. Service Credits
If we fail to meet the uptime commitment in a given calendar month, you are eligible for service credits applied to your next billing cycle. Credits are calculated as a percentage of your monthly subscription fee for the affected service:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
To request a service credit, submit a request to support@rachdev.com within 30 days of the end of the month in which the downtime occurred. Include your account ID and the dates and times of the affected periods.
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitment. Credits may not exceed 50% of your monthly fee and cannot be exchanged for cash.
5. Exclusions
The following events are excluded from downtime calculations and do not qualify for service credits:
- Scheduled maintenance communicated at least 48 hours in advance
- Force majeure events including natural disasters, wars, pandemics, government actions, or widespread internet infrastructure failures beyond our reasonable control
- Issues caused by your applications, code, configurations, or equipment
- Abuse or excessive usage that exceeds your plan's published limits
- Outages of third-party services not under our direct control (e.g., upstream DNS providers, cloud region failures)
- Features and services explicitly labeled as beta, preview, or experimental
6. Monitoring
We operate 24/7 automated monitoring across all production infrastructure. Our monitoring systems check service availability from multiple geographic locations every 30 seconds.
Real-time service status and historical uptime data are available on our public status page. You can subscribe to status notifications via email, SMS, or webhook to receive immediate alerts about incidents and maintenance windows.
7. Incident Response
When an incident is detected, our engineering team follows a structured response process with target response times based on severity:
| Severity | Description | Response Time |
|---|---|---|
| Critical | Complete service outage affecting all customers | 15 minutes |
| High | Major feature degradation or outage affecting a subset of customers | 1 hour |
| Medium | Minor feature degradation with available workarounds | 4 hours |
| Low | Cosmetic issues, non-critical bugs, or minor inconsistencies | 24 hours |
For Critical and High severity incidents, we publish updates on the status page at least every 30 minutes until the incident is resolved. A post-incident report is published within 72 hours of resolution for all Critical incidents.
8. Reporting
Monthly uptime reports are available in your account dashboard under the "Service Health" section. Reports include:
- Overall monthly uptime percentage for each service
- A log of all incidents with timestamps and resolution details
- Scheduled maintenance windows and their durations
- API response time percentiles (p50, p95, p99)
Enterprise customers on custom plans may request additional reporting formats and SLA reviews. Contact your account manager or support@rachdev.com for details.
9. Contact
For questions about this SLA, uptime commitments, or to submit a service credit request, contact us at:
- Email: support@rachdev.com
- Company: Rach Dev LLP
- Location: Noida, India