1. SLA Overview
This Service Level Agreement ("SLA") applies to all CapEngage customers and defines our commitment to service availability, performance metrics, support response times, and compensation for service failures.
This SLA is incorporated by reference into our Terms of Service and forms part of the agreement between CapEngage and our customers.
2. Uptime Commitment
2.1 Monthly Uptime Guarantee
CapEngage commits to a monthly uptime of at least 99.9% for core platform services. Uptime is calculated as:
Uptime Calculation:
Uptime % = (Total minutes in month - Downtime minutes) / Total minutes in month × 100
2.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance (announced at least 48 hours in advance)
- Force majeure events (natural disasters, wars, government actions)
- Third-party service outages beyond our control
- Customer-caused incidents or misconfigurations
- Services marked as "Beta", "Preview", or "Experimental"
- Individual customer account issues not affecting the platform
2.3 Service Credit Tiers
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly fee |
| 95.0% to 98.9% | 25% of monthly fee |
| 90.0% to 94.9% | 50% of monthly fee |
| Below 90.0% | 100% of monthly fee |
3. Performance Metrics
3.1 API Response Time
Target API response times (95th percentile):
- REST API endpoints: Under 500ms
- Webhook delivery: Under 1 second
- Bulk operations: Under 5 seconds for standard batches
- Authentication: Under 200ms
3.2 Message Delivery Performance
Target delivery rates and times:
- Email: 98% delivery rate, within 5 minutes
- SMS: 95% delivery rate, within 30 seconds
- WhatsApp: 99% delivery rate, within 1 minute
- Push Notifications: 95% delivery rate, within 1 minute
3.3 Database Performance
Database query performance targets: 95th percentile under 100ms for standard queries. Complex analytical queries may vary based on data volume.
4. Support SLA
4.1 Response Time Commitments
| Plan Tier | Critical Issues | Standard Issues |
|---|---|---|
| Free/Starter | 48 hours | 72 hours |
| Professional | 24 hours | 48 hours |
| Enterprise | 4 hours | 24 hours |
4.2 Severity Levels
| Severity | Description |
|---|---|
| Critical (P1) | Service completely down, data loss, security breach |
| High (P2) | Major functionality impaired, significant business impact |
| Medium (P3) | Partial functionality loss, moderate business impact |
| Low (P4) | Minor issues, limited business impact |
5. Service Credit Process
5.1 Claim Submission
To claim service credits:
- Submit claim within 30 days of the month in question
- Provide account details and incident description
- Email to sla@capengage.com
- Include evidence of service impact
5.2 Credit Application
Approved credits are applied to future billing periods. Credits do not constitute a refund and cannot be exchanged for cash. Credits expire after 12 months if not used.
6. Maintenance Windows
Scheduled maintenance is performed during:
- Standard: Sundays 02:00-04:00 UTC
- Major Updates: Quarterly, announced 14 days in advance
- Emergency: As needed with minimal notice
Enterprise customers may request custom maintenance windows subject to feasibility.
7. Contact Information
SLA Claims: sla@capengage.com
Status Page: status.capengage.com
Emergency: emergency@capengage.com (Enterprise only)
Company Information
CAPENGAGE TECHNOLOGY SOLUTIONS PRIVATE LIMITED
Building No 4B, Flat No 304, Olympeo Riverside PH Karjat,
Avasare, Raigad, Maharashtra, India - 410101