This policy is being finalised and will be published before TatvaCRM's commercial launch. The section headings below indicate the topics that will be covered.
1.Uptime Commitment
This section will define our uptime target, how uptime is measured, what constitutes scheduled maintenance versus unplanned downtime, and the exclusions that do not count against the uptime SLA.
2.Support Response Times
This section will detail the target response times for support requests by severity level, the hours of operation for our support team, and the escalation procedures for critical issues.
3.Incident Management
This section will describe our incident management process, including severity classification, communication during incidents, post-incident review process, and how root cause analyses are shared with affected customers.
4.Service Credits
This section will explain the service credit mechanism available when uptime falls below the committed level, how credits are calculated, and the process for requesting credits.
5.Maintenance Windows
This section will describe our approach to scheduled maintenance, advance notice requirements, preferred maintenance windows, and how we minimise impact on customers during maintenance periods.
For questions about this policy, email support@tatvacrm.com.