Service Level Agreement
Last updated: June 17, 2026 · Version 0.1 (DRAFT)
01. Overview & Scope
This Service Level Agreement (“SLA”) describes the availability commitment for the AirOne Services and is incorporated into our Terms & Conditions. It applies to paid production subscriptions and does not apply to trial, beta, or free-tier use.
02. Uptime Commitment
AirOne targets 99.9% monthly uptime for the production Services. Live status and incident history are published on our status page.
03. “Available” — Definition
The Services are “Available” when an authenticated user can reach the application and perform core operations. Availability is calculated as (Total minutes − Downtime minutes) / Total minutes over a calendar month, excluding the events listed in the .
04. Exclusions
- Scheduled maintenance announced in advance via the status page.
- Force majeure events beyond our reasonable control.
- Issues caused by your configuration, integrations, or misuse (including AUP breaches).
- Trial, beta, or preview features.
- Outages of third-party infrastructure providers (AWS ap-south-1, Cloudflare) or networks outside our control.
05. Measurement & Reporting
Availability is measured by external synthetic monitoring independent of the core infrastructure. Monthly results and incident history are published on our status page. Customers may request a report for a given month at dhinagaran.s@airavadwebsolutions.com.
06. Service Credits
If monthly Availability falls below the committed target, your sole and exclusive remedy is a service credit per the schedule below. Credits must be claimed within 30 days of the affected month and are applied to a future invoice; they are not refundable in cash.
| Monthly Uptime | Service Credit |
|---|---|
| 99.9% – 100% | No credit applicable |
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
The credit is calculated on the monthly subscription fee for the affected Service. At 99.9% uptime, the maximum unplanned downtime is ~43.8 minutes per month.
07. Support Tiers
Support is provided during business hours, 9:00 AM – 5:00 PM IST, Monday to Friday (excluding public holidays) via dhinagaran.s@airavadwebsolutions.com. Response-time targets by severity and plan are defined in your order. Critical (production-down) issues receive priority handling.