--- title: "Service Level Agreement — Divyavyoma" description: "Our support hours, response targets and recovery objectives per management level, how incidents and maintenance are handled, and what is excluded." url: "https://divyavyoma.com/legal/sla" --- Legal # Service Level Agreement This SLA commits to what our mechanisms actually deliver — response times, backups and recovery — rather than an uptime percentage our own hardware cannot honestly promise. Effective 25 October 2026 1. [What this covers](https://divyavyoma.com/legal/sla#scope) 2. [Support hours](https://divyavyoma.com/legal/sla#hours) 3. [Response targets](https://divyavyoma.com/legal/sla#response) 4. [Recovery objectives](https://divyavyoma.com/legal/sla#recovery) 5. [Availability](https://divyavyoma.com/legal/sla#availability) 6. [Maintenance](https://divyavyoma.com/legal/sla#maintenance) 7. [Incidents](https://divyavyoma.com/legal/sla#incidents) 8. [If we miss a target](https://divyavyoma.com/legal/sla#missed) 9. [Exclusions](https://divyavyoma.com/legal/sla#exclusions) 10. [How to reach us](https://divyavyoma.com/legal/sla#raise) 11. [Contact and grievances](https://divyavyoma.com/legal/sla#contact) ## What this covers This SLA applies to every service we sell under our [Terms of Service](https://divyavyoma.com/legal/terms). Your quote states the management level of each workload, and may set a stronger commitment for it; where it does, the quote wins. ## Support hours 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. ## Response targets 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. ## Recovery objectives 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. ## Availability 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. ## Maintenance 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. ## Incidents 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. ## If we miss a target 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. ## Exclusions 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. ## How to reach us 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](mailto:enquiry@divyavyoma.com). ## Contact and grievances 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](mailto:enquiry@divyavyoma.com) **Grievance Officer**: Ashokbhai Solanki, [grievance@divyavyoma.com](mailto:grievance@divyavyoma.com) **Working hours**: Monday to Saturday, 09:00–19:00 IST ## The other documents - [Privacy Policy](https://divyavyoma.com/legal/privacy) - [Terms of Service](https://divyavyoma.com/legal/terms) - [Data Processing Agreement](https://divyavyoma.com/legal/dpa)