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UPTIME & SUPPORT STANDARDS

ENTERPRISE SERVICE LEVEL AGREEMENT (SLA)

99.95% Availability Commitment • P1 Critical Response < 15 Mins • 24/7 Production Monitoring.

Our Operational Availability Commitment:

FINDUID commits to maintaining a minimum of 99.95% Monthly Uptime for all core custom ERP environments, timesheet entry portals, and automated billing engines covered under our standard $249/mo maintenance agreement.

1. Incident Severity & Guaranteed Response Times

When an operational incident occurs, FINDUID responds according to the following strict contractual matrix:

Severity Level Operational Definition Initial Response Target Resolution
P1 - Critical Outage Production ERP completely down; timesheet entry blocked for entire organization; financial ledger unavailable. < 15 Minutes < 2 Hours
P2 - Major Degraded Core functions impaired; report generation delayed; non-critical API integration webhook failing with viable workaround. < 1 Hour < 6 Hours
P3 - Moderate Defect Minor UI issue; single user login glitch; non-blocking calculation error in draft review. < 4 Hours < 24 Hours
P4 - General Inquiry Configuration request; export formatting inquiry; minor cosmetic enhancement suggestion. < 24 Hours Next Release Cycle

2. Ongoing Maintenance Scope ($249 / Month)

Our monthly running maintenance agreement covers all operational upkeep required to ensure zero system degradation:

  • 24/7/365 Automated Heartbeat Monitoring: Ping monitors testing synthetic timesheet submissions every 60 seconds.
  • Bank & Payment Gateway API Maintenance: Continuous updates to ISO 20022 webhooks, bank statement parsers, and token refreshes.
  • Security Patches & Database Backups: Automated daily backups with off-site snapshot verification.
  • Zero-Drift Ledger Reconciliations: Proactive resolution of any rounding variances or subledger desynchronizations.

3. Service Credits for SLA Breaches

In the unlikely event that monthly availability falls below the 99.95% threshold, FINDUID proactively issues service credits against subsequent maintenance invoices:

  • 99.0% - 99.94% Uptime: 15% credit of monthly maintenance fee.
  • 95.0% - 98.99% Uptime: 30% credit of monthly maintenance fee.
  • Below 95.0% Uptime: 100% credit of monthly maintenance fee for the affected month.
SLA & Support Operations Desk • FINDUID Enterprise Advisory
Emergency Support: support@finduid.app / enquiry@finduid.app
Direct Support Line: +91 7042894645