Purpose, Scope & Operational Coverage
This Service Level Agreement ("SLA") defines the quantitative performance standards, cloud infrastructure availability, incident response timelines, and remediation protocols provided by Solanacy Technologies (Howrah, West Bengal, India) to commercial clients operating the Solanacy Websoft Suite (covering Grocery POS, Restaurant KOT, Pharmacy ERP, E-Commerce Engine, Services Portal, and Enterprise ERP).
This SLA applies to all active commercial clients enrolled in Solanacy-hosted cloud architectures. For clients operating under a Zero-Rent Full Buyout self-hosted model on their own cloud accounts, Solanacy provides application bug-fixing support under our standard engineering warranty terms.
99.9% Uptime Commitment & Formula
Solanacy guarantees a minimum Monthly Uptime Percentage of 99.9% for all production billing APIs, checkout gateways, and database instances.
Monthly Uptime % = [ (Total Scheduled Minutes in Month - Unscheduled Downtime Minutes) / Total Scheduled Minutes in Month ] × 100
"Unscheduled Downtime" is defined as a total loss of external HTTP/HTTPS connectivity or complete inability of the POS terminal to communicate with cloud database clusters, measured by our independent third-party monitoring probes across India points-of-presence.
Incident Severity Matrix & Definitions
All technical incidents reported to Solanacy are categorized according to business impact:
| Severity Level | Operational Impact | Real-World Example |
|---|---|---|
| P1 — Critical Outage | Total inability to bill customers; complete database crash; payment checkout failure across all registers. | Grocery checkout counter halted; Restaurant KOT printer completely unresponsive with no offline fallback. |
| P2 — Major Degradation | Core feature impaired, but manual billing or offline POS workaround is actively functioning. | WhatsApp digital bill dispatch queue delayed; weighing scale auto-sync delay; batch search latency. |
| P3 — Minor Issue | Non-critical administrative issue or cosmetic UI bug that does not hinder daily customer billing. | Report export formatting defect; slow inventory CSV download; minor styling inconsistency on mobile. |
| P4 — Informational | General technical inquiry, custom feature enhancement request, or configuration guidance. | Guidance on adding a new tax category; request for custom invoice template header adjustment. |
Response & Target Resolution Windows
Solanacy commits to the following strict response and target resolution windows:
| Severity | First Response Time | Engineering Assignment | Target Resolution Window |
|---|---|---|---|
| P1 — Critical | < 30 Minutes | Immediate On-Call Lead | < 4 Hours |
| P2 — Major | < 2 Hours | Senior Software Engineer | < 12 Hours |
| P3 — Minor | < 6 Hours | Development Team | < 48 Hours |
| P4 — Informational | < 24 Hours | Support Specialist | Scheduled in next minor release |
Direct WhatsApp Engineering Support Desk
Solanacy operates a modern, developer-led support paradigm designed specifically for fast-paced retail, restaurant, and clinic environments:
- Standard Desk Hours: Monday through Saturday, 09:00 AM to 09:00 PM IST for general inquiries and P2/P3/P4 tickets.
- 24/7/365 Emergency On-Call: For P1 critical billing failures, an on-call DevOps engineer is alerted immediately around the clock.
Scheduled Maintenance Windows
To maintain zero-day security patching, database optimization, and performance scaling:
- Off-Peak Maintenance Hours: Routine maintenance is scheduled strictly between 02:00 AM and 04:00 AM IST on weeknights, minimizing operational impact.
- 48-Hour Advance Notification: Merchants are notified via WhatsApp broadcast and admin banner at least 48 hours in advance of any scheduled downtime exceeding fifteen (15) minutes. Scheduled maintenance is excluded from downtime calculations.
SLA Exclusions & Third-Party Dependencies
The uptime guarantee and SLA commitments do not apply to downtime or performance degradation resulting from:
- Merchant Internet Outages: Disruptions caused by local broadband failure, telecom optical fiber cuts, or local Wi-Fi router misconfigurations at the store counter. (Websoft offline POS mode continues operating during such events).
- Third-Party Hardware Failure: Malfunctions of physical thermal receipt printers, third-party barcode scanners, or digital weighing scales.
- Upstream Global Subprocessor Outages: Widespread catastrophic regional outages of upstream partners (e.g. AWS Asia Pacific region-wide failure, Meta WhatsApp global service interruption, or national bank UPI downtime).
- Force Majeure Events: Natural disasters, cyber warfare, government internet blackouts, or civil disturbances.
Service Credits & Financial Remedies
If Solanacy fails to meet the guaranteed 99.9% Monthly Uptime Percentage in any billing month, the Merchant is entitled to claim Service Credits applied toward their subsequent cloud hosting renewal:
| Monthly Availability % | Service Credit Percentage |
|---|---|
| 99.0% to 99.89% | 5% Credit of monthly hosting fee |
| 95.0% to 98.99% | 15% Credit of monthly hosting fee |
| Below 95.0% | 30% Credit of monthly hosting fee |
Service credits represent the sole and exclusive financial remedy for uptime SLA breaches, without prejudice to statutory data protection rights under the DPDP Act 2023.
Service Credit Claim Protocol
To claim an eligible Service Credit:
- Claim Submission Window: The Merchant must transmit a written claim to [email protected] within thirty (30) calendar days of the conclusion of the affected billing month.
- Verification: Solanacy will cross-examine internal telemetry, server metrics, and third-party uptime probe logs under Section 61 and Section 63 of the Bharatiya Sakshya Adhiniyam, 2023 (BSA), and confirm the credit within five (5) business days.
Disaster Recovery & RPO / RTO Commitments
To ensure business continuity during catastrophic physical infrastructure failures:
Recovery Time Objective (RTO): < 4 Hours (Automated multi-AZ failover and standby image provisioning in AWS Mumbai).
Merchant Responsibilities for Optimal SLA
To enable Solanacy to fulfill these SLA commitments, the Merchant agrees to:
- Maintain an active, high-speed broadband connection with adequate local Wi-Fi coverage for counter terminals.
- Notify the engineering desk promptly upon observing latency or unexpected error messages.
- Provide reasonable cooperation, diagnostic logs, and remote desktop access (via AnyDesk or RustDesk) when requested by engineers to resolve client-side device issues.
Escalation Matrix & Incident Desk
For technical emergencies, SLA inquiries, and immediate incident escalation: