Our operational commitment
This Service Level Agreement (“SLA”) sets forth the uptime commitments, support response tiers, backup standards, and operational service levels provided by CodeBitel® to active clients (“Client” or “You”).
It applies to production websites, web applications, SaaS platforms, and administrative dashboards that CodeBitel® hosts or operates under an active engagement.
01Service Availability Commitment (99.9% Uptime)
CodeBitel® commits to maintaining a minimum monthly Cloud Service Availability of 99.9% for all production websites, web applications, checkout workflows, and administrative dashboards during each calendar month.
Service Availability is calculated on a monthly basis using the following formula:
Monthly Uptime % = [(Total Calendar Minutes − Downtime Minutes) ÷ Total Calendar Minutes] × 100
02Exclusions from Downtime Calculations
Downtime refers to periods where the client website, web application, or administrative API is completely inaccessible due to server failure. Downtime does NOT include:
- Scheduled Maintenance: Routine upgrades and system patching conducted during pre-announced maintenance windows (off-peak hours: 2:00 AM to 5:00 AM IST with minimum 48 hours advance notice).
- Third-Party Outages: Disruptions or latency originating from external third-party services, including payment gateways (e.g. Razorpay/PhonePe API downtimes), courier aggregators (e.g. Shiprocket), or WhatsApp Business API servers.
- Domain & DNS Misconfigurations: Outages caused by expired client-owned domain names, external DNS changes made by the client without CodeBitel® coordination, or registrar suspensions.
- Force Majeure: Acts of state, natural disasters, war, widespread upstream telecommunication cable severances, or national internet disruptions beyond reasonable engineering control.
03Incident Severity Levels & Support Response Targets
Technical support requests are classified by operational severity and handled under the following guaranteed response and target resolution windows:
| Severity Level | Classification & Examples | Initial Response SLA | Target Resolution SLA |
|---|---|---|---|
| P1 — CRITICAL | Production website or web application completely offline; core workflows disabled; core database unavailable. | < 1 Hour (24/7/365) | < 4 Hours |
| P2 — HIGH | Primary payment integration failing; admin dashboard inaccessible; significant site slowdown. | < 4 Hours (Business Hours) | < 8 Hours |
| P3 — NORMAL | Minor visual bug; single non-critical feature glitch; data import assistance. | < 12 Hours (Business Hours) | < 24 Hours |
| P4 — LOW | General inquiries; configuration questions; feature enhancement requests. | < 24 Hours | Next Release / Iteration |
04Disaster Recovery, RPO & RTO Commitments
CodeBitel® maintains redundant snapshot and backup protocols to safeguard business continuity:
- Recovery Point Objective (RPO): Maximum 24 hours. Full database snapshots and file state are backed up off-site every 24 hours.
- Recovery Time Objective (RTO): Under 4 hours for full infrastructure restoration and database recovery in the event of major hardware destruction.
- Storage Isolation: Client backups are stored in encrypted, geo-separated cloud object storage distinct from live production servers.
05Service Credits & Compensation Protocol
If CodeBitel® fails to meet the 99.9% Monthly Service Availability target during any billing cycle, the Client is eligible to request Service Credits applied against future annual hosting renewal fees as follows:
| Monthly Availability Percentage | Hosting Service Credit Awarded |
|---|---|
| 99.0% to 99.89% | 10% credit of monthly hosting equivalent |
| 95.0% to 98.99% | 25% credit of monthly hosting equivalent |
| Below 95.0% | 50% credit of monthly hosting equivalent |
To claim service credits, the Client must submit a written request to [email protected] within 30 calendar days of the month in which the SLA incident occurred.
Sole & Exclusive Remedy: Service credits issued under this Section constitute the Client’s SOLE AND EXCLUSIVE REMEDY, and CodeBitel®’s sole and entire liability, for any downtime, service failure, or SLA breach. Under no circumstances shall SLA downtime give rise to monetary damages, cash refunds, lost revenue, or consequential business claims.
06Escalation Protocol & Engineering Contacts
If an incident is not resolved within the targeted resolution SLA, it automatically escalates according to our engineering tier hierarchy:
- Tier 1 — On-Duty Infrastructure Engineer: Triage, containment, and immediate diagnostic isolation.
- Tier 2 — Senior Platform Architect: Root-cause debugging, core code deployment, server migration.
- Tier 3 — Chief Technology Officer / Engineering Lead: Executive escalation, client status coordination, direct post-mortem publication.
Emergency Escalation for P1 Outages
For urgent P1 outages, clients may trigger emergency escalation directly via our support line or by email to the security desk.
Ganesh Vihar, Lane Number 1, Nathuawala,
Dehradun, Uttarakhand, India – 248001
CodeBitel®
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