Service Level Agreement (SLA)
This Service Level Agreement (“SLA”) outlines the operational support response targets, engineering commitment metrics, and high-availability standards maintained by Rekoodu Technology Private Limited (“Rekoodu”, “we”, or “us”) for our active enterprise partners and consulting clients.
Our commitment is designed to give you complete confidence in our venture engineering delivery, ensuring continuous platform execution, absolute transparency, and responsive support channels.
1. Uptime Commitment
For custom systems deployed, managed, and monitored under our active Platform Support contract, Rekoodu commits to delivering premium, high-availability architecture metrics:
We target and commit to a 99.9% Monthly Uptime Service Level Goal across all managed primary cloud systems, application engines, cluster nodes, and primary database infrastructures.
This uptime target is measured on a monthly basis, excluding any scheduled maintenance windows or force majeure events beyond our direct infrastructure orchestration boundary.
2. Severity Levels Matrix
When an incident or support request is raised by your team, our team categorizes the ticket into one of three standard severity layers to drive responsive engineering intervention:
| Severity Level | Description | Response SLA | Resolution SLA |
|---|---|---|---|
| P1: Critical Outage | Primary system down, customer-facing transactions blocked, or critical security incident in progress. | ≤ 15 Minutes | ≤ 2 Hours |
| P2: Major Issue | Core components experiencing heavy performance degradation, or key admin flows blocked with alternate workarounds. | ≤ 1 Hour | ≤ 6 Hours |
| P3: Minor Issue | General queries, feature tweaks, non-blocking UI adjustments, or standard architectural consultations. | ≤ 4 Hours | ≤ 24 Hours |
3. Scheduled Windows
To perform essential security patches, version updates, database refactoring, and general system optimization, we run scheduled maintenance sessions during off-peak traffic hours:
- Standard Maintenance Window: Scheduled strictly between **2:00 AM and 4:00 AM IST** to minimize operational disturbance.
- Notice Duration: Clients are guaranteed a minimum of **48 hours advance notice** via registered developer emails prior to any planned maintenance session.
4. Service Credits
In the unlikely event that our managed platform fails to achieve the 99.9% monthly uptime target, clients are eligible to request Service Credits. These credits represent a percentage discount applied directly to the next billing cycle's platform support fee, proportional to the duration of the SLA deviation.
5. Monitoring & Audits
Uptime metrics and platform telemetry are continuously captured using enterprise-grade monitoring toolchains (e.g., Prometheus, OpenTelemetry, Grafana dashboards). We generate full, transparent monthly uptime logs, which are accessible upon request by your internal operations team.