This Service Level Agreement describes the availability and support commitments for the Clikgen platform. Service credits under section 5 apply to paid subscriptions; during the free early-access period we publish the same targets and report against them honestly, but no financial credit arises because no fee is charged.
1. Availability target
We target 99.9% monthly availability of the core application, measured as the percentage of one-minute intervals in a calendar month in which the platform responds successfully to a health check, excluding the exclusions in section 4.
| Monthly uptime | Approximate downtime allowed |
|---|---|
| 99.9% | 43 minutes |
| 99.5% | 3 hours 39 minutes |
| 99.0% | 7 hours 18 minutes |
2. Support response targets
| Severity | Definition | First response | Update cadence |
|---|---|---|---|
| P1 — Critical | Platform unavailable or data at risk for all users | 1 hour | Every 2 hours |
| P2 — High | A core module unusable, no workaround | 4 business hours | Daily |
| P3 — Normal | Feature impaired with a workaround | 1 business day | Every 3 days |
| P4 — Low | Question, cosmetic issue or feature request | 2 business days | As progressed |
Support hours are Monday to Saturday, 10:00 to 19:00 IST, with P1 coverage outside those hours. Raise incidents on WhatsApp on +91 96304 70438, stating the severity in your first message.
3. Maintenance
- Planned maintenance is scheduled outside 09:00–21:00 IST wherever possible and announced at least 48 hours in advance.
- Planned maintenance is capped at 4 hours per calendar month and is excluded from availability calculations.
- Emergency maintenance to address a security vulnerability may occur without notice; we will notify as soon as practicable.
- Most deployments are zero-downtime and are not announced.
4. Exclusions
The availability target does not cover unavailability caused by:
- Failures of third-party services you connect — Meta, telephony carriers, email providers, AI vendors or Google APIs.
- Your own network, device, DNS or firewall configuration.
- Suspension arising from breach of the Acceptable Use Policy or non-payment.
- Force majeure events, including large-scale cloud provider outages beyond our control.
- Beta or clearly labelled experimental features.
- Announced planned maintenance within the monthly cap.
5. Service credits
| Monthly availability | Credit against next invoice |
|---|---|
| Below 99.9% but at or above 99.0% | 10% |
| Below 99.0% but at or above 95.0% | 25% |
| Below 95.0% | 50% |
Credits are the sole and exclusive remedy for failure to meet the availability target. To claim, message us on WhatsApp on +91 96304 70438 within 30 days of the end of the affected month with the dates and times of the impact. Credits apply to the next invoice and are not redeemable for cash.
6. Status and reporting
We publish incident notices and a monthly availability summary to customers. For any P1 incident we publish a written post-incident review within 5 business days covering timeline, root cause, impact and remediation.