Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") defines the availability, performance, and support commitments Grapeit provides to its customers. This SLA is part of your Subscription Agreement and Terms of Service.

1.1 Applicability

This SLA applies to all Grapeit customers in good standing (current with payments, compliant with Terms of Service). Customers with suspended or terminated accounts are not entitled to SLA credits.

2. Uptime Commitment

2.1 Availability Target

Grapeit commits to 99.5% monthly uptime for the core Service.

Calculation: Uptime % = (Total minutes in month - Minutes of downtime) / Total minutes in month × 100

Example: August (744 hours = 44,640 minutes) — 99.5% uptime = 223 minutes of acceptable downtime

2.2 What Counts as Downtime

Downtime begins when:

• The Service is completely unavailable to all users (0% accessibility)
• Core payroll features are non-functional (cannot process payroll, generate salary slips, access employee records)

2.3 What Does NOT Count as Downtime

• Scheduled Maintenance: Announced 7+ days in advance, typically weekends or 2–4 AM IST
• Partial Outages: If users can access the Service and perform critical functions
• Third-Party Services: Bank APIs, payment gateways, government portals, or customer's ISP
• Customer Actions: Users unable to access due to incorrect login, firewall blocks, or network issues
• Force Majeure: Natural disasters, government actions, war, terrorism, pandemics

2.4 Uptime Credit Schedule

2.5 How to Claim Credits

1. Submit a support ticket at support@grapeit.in within 60 days of the month in which the outage occurred
2. Provide: Affected dates/times, impact on your business, and error screenshots
3. We will verify the outage using our monitoring logs
4. Credits are issued as: Reduction on your next invoice OR Direct refund (if requested)
5. Credits must be claimed within 60 days; claims after this window are forfeited

3. Support Commitment

3.1 Support Availability

• Email Support: Response within 24 business hours for all issues
• Critical Issues (data loss, security, payroll processing blocked): Prioritized within 4 hours
• Support is provided in English; responses during 9 AM–6 PM IST, Monday–Friday (excluding Indian public holidays)

3.2 Scheduled Maintenance

We may perform maintenance without notice outside business hours (typically weekends, 2–4 AM IST). Critical updates may require downtime with 48-hour notice. Maintenance windows are excluded from uptime calculations.

4. Service Coverage

Covered by SLA

• Access to the Grapeit platform (web application, API)
• Core payroll processing, reports, and data storage
• Integration with payment gateways for salary disbursement

NOT Covered by SLA

• Third-party integrations (bank APIs, government portals, payment gateways)
• Customer's network or internet connectivity
• Customer's end-user devices (computers, browsers, mobile devices)
• Scheduled maintenance (notified 7+ days in advance)
• Services suspended due to payment default or Terms violation

5. Monitoring & Status Page

Real-time uptime status and incident history are available at status.grapeit.in. We monitor the Service 24/7 and automatically alert our team to any degradation.

6. Contact & Support

For SLA credit claims and support issues:

• Email: support@grapeit.in
• Critical Issues: critical@grapeit.in
• Phone: +91-98765-43210
• Mailing Address: Grapeit, Maharashtra, India