01Scope
This Service Level Agreement ("SLA") forms part of the master services agreement between Development Innovation Vector Private Limited ("DIV", "we") and the customer ("you"). It applies to production systems that DIV hosts and operates for you under an active managed-services plan — in DIV's own data centre or on cloud platforms (such as Vercel, Render or MongoDB Atlas) that DIV manages on your behalf.
It does not apply to staging, development or trial environments, or to systems you host and operate yourself.
02Uptime commitment
DIV commits to 99.9% monthly availability for each covered production service.
| Measure | Commitment |
|---|---|
| Monthly availability | 99.9% |
| Allowed downtime (30-day month) | ≈ 43 minutes |
| Measurement window | Calendar month, IST |
03How downtime is measured
Availability = (Total minutes in the month − Downtime minutes) ÷ Total minutes in the month × 100.
Downtime is any period of more than 5 consecutive minutes during which the service is totally unavailable — it returns no successful response to external health checks run by DIV's monitoring from at least two locations. Degraded performance, partial feature failure and single-user issues are handled under the response-time commitments below and do not count as Downtime.
DIV's monitoring records are the system of record. You may request the monthly availability report for any covered service at any time.
04Support response times
Severity is assigned when the incident is raised and may be adjusted by agreement as facts emerge.
| Severity | Definition | First response | Coverage |
|---|---|---|---|
| Sev 1 — Critical | Production down or unusable; no workaround | Under 1 hour | 24/7 |
| Sev 2 — High | Major function impaired; workaround exists | Under 4 hours | 24/7 |
| Sev 3 — Normal | Minor issue, question or change request | Under 24 hours | Business days |
"First response" means a DIV engineer has acknowledged the incident and begun work — not an automated reply. Raise Sev 1 incidents by phone or WhatsApp on +91 00000 00000; Sev 2 and Sev 3 by phone, WhatsApp or info@thediv.in.
05Service credits
If monthly availability for a covered service falls below 99.9%, you are entitled to a credit against that service's monthly fee:
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to the next invoice and are not paid as cash. Total credits in any month will not exceed 50% of the monthly fee for the affected service. Request a credit in writing within 30 days of the end of the affected month.
Service credits are your sole and exclusive remedy for failure to meet the uptime commitment, except where the master services agreement says otherwise.
06Exclusions
Downtime caused by the following is excluded from availability calculations and does not qualify for credits:
- Scheduled maintenance, notified at least 48 hours in advance.
- Outages of upstream cloud or network providers outside DIV's reasonable control (for example, a regional outage at a hosting platform or telecom carrier).
- Defects in code, configuration or content supplied or changed by you or your contractors.
- Distributed denial-of-service (DDoS) attacks and other malicious traffic.
- Force majeure events, including natural disasters, government action, power-grid failure and civil unrest.
- Suspension of service for non-payment or breach of the terms of service.
07Your responsibilities
- Keep a named technical contact reachable for Sev 1 incidents.
- Report incidents through the channels above with enough detail to reproduce them.
- Give DIV reasonable notice before changes that may affect load or integrations.
08Contact
Development Innovation Vector Private Limited, C6/28, Sector 31, Noida, Uttar Pradesh 201301, India. Phone and WhatsApp +91 00000 00000 (24/7). Email info@thediv.in.