Service Level Agreement

1. Scope

This SLA describes service levels for Khodi Mart production SaaS for customers on Enterprise agreements or signed order forms that expressly incorporate this SLA. Standard Pro/Elite plans receive commercially reasonable efforts without contractual uptime credits unless stated in a signed order form.

2. Uptime target (99.9%)

Target monthly uptime for core authenticated APIs and dashboards: 99.9%, measured as successful health of primary production endpoints excluding scheduled maintenance, force majeure, and third-party marketplace / carrier / payment outages.

• Scheduled maintenance: announced in advance via email or in-app notice where practicable.
• Credits (Enterprise only): as defined in the signed order form — typically service credits, not cash refunds.

3. Support hours

• Standard support: Monday–Saturday, 10:00 AM – 7:00 PM IST via email and Contact Us.
• Enterprise: extended windows or named CSM as defined in the order form.
• Security incidents: report anytime to security@khodi.in — triage follows severity.

4. Response time

• P1 — Platform unavailable for multiple customers: initial response within 2 business hours (Enterprise).
• P2 — Major feature impaired (e.g. OAuth connect broken, sync stuck for many SKUs): within 1 business day.
• P3 — General questions / how-to / single-account issues: within 2–3 business days.
• P4 — Feature requests: logged for product backlog; no SLA clock.

5. Exclusions

• Amazon / Flipkart / Meesho / carrier / payment-gateway downtime.
• Customer misconfiguration, revoked OAuth, exhausted quotas, or local network issues.
• Beta / preview features labelled as such.
• Issues caused by Acceptable Use violations.

6. Incident communication

Material incidents affecting multiple tenants are summarised on the Status page (when live) and/or email to affected Enterprise contacts. Post-incident notes may be shared under NDA for Enterprise customers.

7. Contact

Enterprise SLA sales: support@khodimart.com. Live status: /status. Security: security@khodi.in.