Nabha Service Level & Support Policy
1. Scope
This policy applies to paid Site, Plant and Fleet subscriptions. Bench (free), trials, beta features and pilots carry no service level.
2. Availability commitment
- Monthly uptime commitment: 99.0% for the web application and the MQTT ingestion endpoint, measured by our monitoring as the percentage of minutes in a calendar month in which each is reachable and accepting requests or messages. In a 30-day month that allows about 7.2 hours of unplanned downtime.
- Excluded from downtime: scheduled maintenance announced at least 48 hours in advance (normally in the Sunday 02:00–06:00 IST slot, and at most 4 hours in any calendar month; maintenance beyond that counts as downtime); minutes caused by your own devices, network or internet path; suspension of your account under the Terms or the Acceptable Use Policy; and force majeure. Emergency maintenance and provider outages are not excluded.
- Latency of telemetry across your own network path, and delivery of notifications by third-party email, messaging or push providers, are outside this commitment (Terms, Section 2.3).
3. Service credits — sole and exclusive remedy
| Monthly uptime | Credit (% of that month's plan fee) |
|---|---|
| Below 99.0% and at least 97.0% | 10% |
| Below 97.0% and at least 95.0% | 25% |
| Below 95.0% | 50% |
Credits are capped at one month's plan fee, are applied to future invoices (not paid in cash), must be claimed in writing within 30 days of the month concerned, and are the sole and exclusive remedy for any failure to meet the uptime commitment.
4. Support
- Channel: founder@nabha.cloud, and in-app help.
- Hours: Monday to Friday, 10:00–18:00 IST, excluding Indian public holidays.
- Response targets (first human response, within support hours): Critical (the Service is unavailable for your organisation) — 4 business hours; High (a major feature is impaired) — 1 business day; Normal — 2 business days. These are targets, not guarantees; no financial remedy attaches to them.
- Support covers use of the Service. It does not cover troubleshooting of your devices or network beyond reasonable guidance, custom development, or on-site work.
5. Maintenance and changes
Planned maintenance is announced in-app or by email at least 48 hours ahead, normally in the Sunday 02:00–06:00 IST slot. Announced maintenance within the 4-hour monthly allowance is excluded from the uptime figure above; anything unannounced, or beyond the allowance, counts. APIs and features are deprecated with at least 90 days' notice, except where security requires otherwise.