Service Level Agreement (SLA)

This SLA framework describes availability and support commitments for FairBazaar SaaS products. The specific service levels that apply to you — including any service credits — are those stated in your order form or subscription agreement.

1. Availability

We design our SaaS products for high availability with monitoring, automated backups and incident response procedures. The availability target for your plan is stated in your agreement and is measured monthly, excluding scheduled maintenance and events outside our reasonable control.

2. Scheduled maintenance

Planned maintenance is performed during low-usage hours (Indian Standard Time) where possible, with advance notice for maintenance expected to cause noticeable disruption.

3. Support priorities

Priority	Description	Target first response
P1 – Critical	Service unavailable or data at risk	As defined in your plan
P2 – High	Major feature impaired, no workaround	As defined in your plan
P3 – Normal	Partial impairment or question	As defined in your plan
P4 – Low	Feature request or cosmetic issue	As defined in your plan

4. Incident communication

For major incidents we notify affected customers, provide updates until resolution and share a summary of root cause and remediation.

5. Exclusions

Issues caused by customer-side systems, misuse contrary to the Acceptable Use Policy, third-party services outside our control, or force majeure events are excluded.