Draft: to be checked by Lingsaa's lawyer before the first client. Part of Lingsaa's Terms of Service. The figures marked [owner to confirm] are Lingsaa's business choices; points marked [lawyer to confirm] are to check.
1. What this covers
1.1 This SLA covers Lingsaa CCC and the Lingsaa apps on Lingsaa's shared hosting, for organizations on a paid plan. A free trial, test mode and features marked "preview" are not covered. A dedicated copy for a big customer has the levels its order form states.
2. Uptime
2.1 The commitment, each calendar month (India time):
| Plan | Uptime each month |
|---|---|
| Enterprise and Government | 99.9% [owner to confirm] |
| Professional | 99.5% [owner to confirm] |
| Lite | 99.0% [owner to confirm] |
2.2 How it is measured. Once Lingsaa goes live, uptime is measured from outside the service, by Lingsaa HQ's watch, which checks signing in and the command centre every minute from its own servers. Until then, and as a second record, the service's own status page counts it: it checks each part by itself every round (about every 30 seconds): signing in, the command centre, devices and Lingsaa Edge, messages, and each connected Lingsaa app. A check that finds a part "Not working" counts as down, and so does a sign-in that cannot work (its session store not answering); "Slow" counts as up. A round that could not run because the service or its database was not there is counted as down when the next round runs. A month's uptime is the share of the checks of signing in and of the command centre that were not down (the service is shared, so the figure is the same for every organization on it). Anyone can see each part's last 90 days on the status page.
2.3 Not counted as down:
- planned maintenance shown on the status page at least 48 hours before, up to 4 hours a month, at night India time where possible [owner to confirm];
- problems in your own network, internet, computers, devices or the Lingsaa Edge box at your site;
- outages of outside services Lingsaa does not control: WhatsApp (Meta), SMS operators, email providers, payment gateways, India's GST and e-invoice systems, and other government portals;
- a suspension under the Terms of Service, or a feature switched off by your own admin;
- events beyond Lingsaa's reasonable control (force majeure).
3. Service credits
3.1 If the month's uptime is below the commitment for your plan, your organization gets a service credit of a share of that month's plan fee (the plan, not wallet usage):
| The month's uptime | Credit |
|---|---|
| Below the commitment, but at least 99.0% | 10% [owner to confirm] |
| Below 99.0%, but at least 95.0% | 25% [owner to confirm] |
| Below 95.0% | 50% [owner to confirm] |
3.2 Credits for one month are at most 50% of that month's plan fee. A yearly plan's month is one-twelfth of the year's fee.
3.3 How you get it. Ask through Help within 30 days after the month ends. Lingsaa works the credit out from the measured uptime (section 2.2) and takes it off your next invoice, or adds it to your wallet if you are not renewing. Credits are never paid as money. Today the CCC measures the uptime; Lingsaa's billing team works out the credit from it by hand until the CCC does it by itself.
3.4 Service credits are your main remedy for the service being unavailable (Terms of Service, section 12.5).
3.5 Chronic failure. If the uptime is below the commitment for three months in a row, you may end the agreement within 30 days of the third month and get back the unused part of your prepaid period (Refund and Cancellation Policy). [lawyer to confirm]
4. Support: three levels
| Level | Who | What happens |
|---|---|---|
| 1 | The Help box (and Ask) | Answers from Lingsaa's help articles as you type, for the screen you are on, in your language where a translation is published. |
| 2 | The CCC, by itself | For known problems the CCC checks what is wrong and, where it is safe, fixes it through the module's own door (for example sending a payslip again, or sending WhatsApp messages again). A fix that changes something important (restarting a camera, sending an e-invoice again) waits for your admin's OK, and the person who asked never approves their own fix. |
| 3 | Lingsaa's support people | Everything Levels 1 and 2 could not solve, with what was already checked and tried. "I want a person" and "Nobody can work" go straight to them. |
5. Answer and fix times
5.1 You choose how much a problem stops you when you raise it (Lingsaa may change it, with a reason):
| Priority | Meaning |
|---|---|
| P1 | Nobody can work |
| P2 | Many people or a main feature are stopped |
| P3 | One person or a small part is stopped |
| P4 | A question or an idea |
5.2 Targets (first answer / solved), as the CCC keeps them:
| Plan | P1 | P2 | P3 | P4 | Clock |
|---|---|---|---|---|---|
| Enterprise, Government | 30 min / 4 h | 1 h / 8 h | 4 h / 1 day | 8 h / 3 days | round the clock |
| Professional | 1 / 8 working hours | 2 working hours / 1 working day | 4 working hours / 2 working days | 1 / 5 working days | support hours |
| Lite | 2 working hours / 1 working day | 4 working hours / 2 working days | 1 / 3 working days | 2 / 7 working days | support hours |
5.3 Support hours: Monday to Saturday, 09:00 to 19:00 India time, except the public holidays in the CCC's compliance calendar.
5.4 These are targets, not guarantees; missing one does not earn a service credit. Lingsaa reports how it did against them on each organization's support score. [owner to confirm]
6. Backups and recovery
6.1 Lingsaa backs up the service's database every day, encrypts the backup, restores it into a separate test database and checks it the same day. Lingsaa keeps the newest backup of each of the last 7 days, 5 weeks and 12 months.
6.2 Lingsaa aims to bring the service back within [hours to be confirmed by Lingsaa operations] after a serious failure, losing at most [hours to be confirmed by Lingsaa operations] of changes.
7. Language
7.1 This SLA is written in English. A translation is for help only; the English text applies.
Sources
| What | Where it comes from |
|---|---|
| How uptime is measured | Lingsaa HQ's watch, checking the service from outside every minute (once live); until then the CCC's public status page (/status), which checks each part by itself, keeps a count per day and counts a round that could not run as down (docs/TRUST.md, "The public status page") |
| Support levels 1, 2 and 3 | docs/SUPPORT-LEVELS.md |
| Answer and fix times by plan, support hours | docs/SUPPORT-DESK.md, "Targets by plan" (Lingsaa's working values, kept as data in the CCC with a "from" date) |
| Backups | docs/BACKUP.md |