Service Level Agreement (SLA)

This Service Level Agreement ("SLA") outlines the service availability commitments, maintenance schedules, and support response standards for ARZAQ INSIGHTS centralized authentication and infrastructure services.

High Availability Commitment:

ARZAQ INSIGHTS targets a minimum Monthly Uptime Percentage of 99.9% for centralized identity, Passkeys authentication, and checkout infrastructure across our AWS Mumbai cloud cluster.

1. Service Availability Targets

Monthly Uptime is calculated on a calendar month basis using the following formula:

Monthly Uptime % = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) * 100

2. Scheduled Maintenance Windows

To maintain peak performance and security, scheduled infrastructure updates are performed during off-peak hours (typically between 02:00 AM and 05:00 AM IST on weekends). Routine maintenance is announced at least 48 hours in advance and is excluded from downtime calculations.

3. Incident Severity & Support SLAs

P1 - Critical Outage

Global login failure or complete payment processing outage.

Initial Response: < 1 Hour

P2 - Major Degradation

Intermittent authentication lag or non-critical feature disruption.

Initial Response: < 4 Hours

P3 - Minor Inquiries

General policy questions, profile updates, and UI guidance.

Initial Response: < 24 Hours

4. Service SLA Exclusions

Uptime targets do not apply to downtime resulting from: (a) force majeure events or regional ISP internet blackouts; (b) client-side network misconfigurations or hardware issues; (c) third-party banking downtime outside of our direct gateway control; or (d) security suspensions triggered under the Acceptable Use Policy.