Service Level Agreement

This SLA applies to every service we sell under our Terms of Service. Your quote states the management level of each workload, and may set a stronger commitment for it; where it does, the quote wins.

Working hours are Monday to Saturday, 09:00–19:00 IST, for every management level. Monitoring and alerting run around the clock on managed tiers; what is committed outside working hours today is the alert, not a human response.

24/7 response to critical incidents — acknowledgement within 30 minutes, any hour — will be added to the Fully managed tier on the day a third engineer joins our on-call rota. We will announce it on our trust page the day it is true, not before.

A response is a named engineer acknowledging your request and starting work on it — not an automated reply. Targets count working hours only.

Unmanaged

24–48 working hours, by email. Infrastructure only: the server, network and hardware, not what runs on it.

Infra-managed

12 working hours, by WhatsApp and email.

Fully managed

6 working hours by WhatsApp, phone and email; 2 working hours for a critical incident.

Hyperscaler-managed

As stated in your quote.

Critical means production is down or unusable for its users, or data is at risk of loss or exposure. Everything else is normal priority. Begin a message with the word CRITICAL and we treat it as critical until we have confirmed otherwise.

The recovery point objective (RPO) is the most data you could lose; the recovery time objective (RTO) is how long restoring service may take after we start.

Unmanaged

None. Backups exist only if you configure them.

Infra-managed

RPO 24 hours · RTO 8 working hours.

Fully managed

RPO 24 hours, falling to 15 minutes when our second-node replication is live · RTO 4 working hours.

Hyperscaler-managed (multi-zone)

RPO minutes · RTO under 1 hour, per the design in your quote.

Every managed workload is backed up nightly, with a weekly encrypted off-site copy and a restore tested every month. Zero-data-loss database replication is available and quoted separately.

These RTO figures are targets. When our first measured restore is complete, the measured time replaces them here.

We do not publish an uptime percentage for Divyavyoma Infra. Our own hardware runs at one founder-operated site, with UPS and three internet providers and without a generator; a number like 99.9% on that footing would be a claim, not a measurement. What we commit to instead is the plan B on every managed workload: a backup copy at Divyavyoma Infra, a written failover procedure and a standby.

Workloads that need a contractual uptime figure are designed onto a hyperscaler under our management, where the provider's own SLA covers the platform.

We give at least 48 hours' notice of planned maintenance that may interrupt a service, and schedule it outside working hours where we can. Urgent security patches may be applied with shorter notice; we tell you as soon as we can, and why.

When an incident affects your service, we tell you directly — by WhatsApp or email to your account contact — rather than waiting for you to notice. We keep you updated until it is resolved, and after any critical incident send a written report within five working days: what happened, what it affected, and what we have changed.

We tell you in writing, with the reason. Service credits, where they apply to a workload, are set in your quote. A repeated failure to meet these targets is a material breach under our Terms, which lets you end the affected service and recover the unused part of any prepaid fees.

These targets do not apply to:

• Problems caused by your code, your configuration changes, or anyone using your credentials.
• Anything outside the management level in your quote, and Unmanaged services beyond the infrastructure itself.
• Outages of a hyperscaler or another third-party platform — though we work on their effect on you under these targets.
• Planned maintenance notified as above, and suspension under our Terms.
• Events outside reasonable control, as defined in our Terms.

Use the channels for your management level: email for Unmanaged; WhatsApp and email for Infra-managed; WhatsApp, phone and email for Fully managed. Your quote names the numbers and addresses. If in doubt, write to enquiry@divyavyoma.com.

Divyavyoma Technologies Private Limited (CIN U63111GJ2026PTC184103), registered office: Block-A, 606 Prahladnagar, Trade Center, BH Titanium, Jivraj Park, Ahmadabad City, Ahmedabad 380051, Gujarat.

Enquiries, quotes and billing

enquiry@divyavyoma.com

Grievance Officer

Ashokbhai Solanki, grievance@divyavyoma.com

Working hours

Monday to Saturday, 09:00–19:00 IST