Service Level Agreement

Service Level Agreement (SLA)

Effective Date: March 19, 2026

This Service Level Agreement ("SLA") is a policy governing the use of the Vaaniz platform under the terms of the Vaaniz Terms of Service. This SLA guarantees our commitment to uptime, reliability, and support for all active, paid subscribers.

1. Uptime Commitment

Vaaniz guarantees a Monthly Uptime Percentage of at least 99.9% during any monthly billing cycle. Our offline-first POS apps are designed to continue functioning even during local network outages, but this SLA specifically applies to our cloud synchronization, dashboard, and backend API services.

2. Scheduled Maintenance

To ensure optimal performance and security, Vaaniz occasionally performs system maintenance. "Scheduled Maintenance" does not count toward downtime. We promise to:

  • Provide at least 48 hours advance notice for any planned maintenance that may cause service interruption.
  • Schedule maintenance during historically low-traffic windows (typically between 2:00 AM and 5:00 AM IST/EST).
  • Keep maintenance windows as brief as technically possible.

3. Support Response Times

We prioritize getting your business back online. Our support team operates on the following guaranteed response times for paid subscribers:

  • Severity 1 (Critical Outage): Entire POS system or dashboard is completely inaccessible. Target Response: Under 1 hour (24/7).
  • Severity 2 (High Impact): Core functionality (like E-Way billing) is broken, but checkout can proceed. Target Response: Under 4 hours.
  • Severity 3 (General Support): How-to questions, billing inquiries, and minor bugs. Target Response: Under 24 hours.

4. Service Credits

If we fail to meet our 99.9% Uptime Guarantee in a given month, you are eligible to request a Service Credit. Service Credits are calculated as a percentage of the total charges paid by you for the billing cycle in which the downtime occurred:

  • 99.0% - 99.89% Uptime: 10% Service Credit
  • 95.0% - 98.99% Uptime: 25% Service Credit
  • Less than 95.0% Uptime: 50% Service Credit

To request a credit, you must open a support ticket within 30 days of the incident. Service credits cannot be exchanged for cash refunds.

5. Exclusions

The Uptime Guarantee does not apply to downtime caused by factors outside of our reasonable control, including internet service provider (ISP) failures, user device malfunctions, or force majeure events (e.g., natural disasters).