Service Level Agreement

This SLA applies to customers on a paid plan. Trial and free accounts are provided without an availability commitment.

We target 99.9% monthly availability of the application and API.

Availability is measured per calendar month as the percentage of one-minute intervals in which the service responded successfully to a health request. Excluded from the calculation are: announced planned maintenance; emergency security maintenance; failures caused by the customer's own configuration, network or third-party integrations; and events outside our reasonable control.

If we miss the target in a month, you may claim a credit against the following month's fees:

• Below 99.9% but at or above 99.0% — 10% of the monthly fee.
• Below 99.0% but at or above 95.0% — 25% of the monthly fee.
• Below 95.0% — 50% of the monthly fee.

Claim within 30 days of the end of the affected month by writing to support@chefotech.com with the dates and times you observed. Credits are the exclusive remedy for missed availability.

Support operates Monday to Friday, 9:30am to 6:30pm IST, excluding public holidays. First response targets, measured within those hours:

• Critical — the service is unavailable or payroll cannot be processed: 2 hours.
• High — a major function is broken with no workaround: 1 business day.
• Normal — a function is impaired but has a workaround: 2 business days.
• Low — questions, guidance and feature requests: 5 business days.

These are targets for a first substantive response, not for resolution. We will tell you what we know and what happens next rather than sending an automated acknowledgement.

Databases are backed up daily and retained for 30 days, with restores tested regularly. Our recovery point objective is 24 hours and our recovery time objective is 8 hours.

A backup that has never been restored is a hope rather than a backup, which is why the testing is part of the commitment and not an aspiration.