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Service Level Agreement (SLA)

This SLA defines the uptime commitment and support standards that Data Maestros Technology LLP provides for the Zoroflex platform.

Last updated: June 1, 2026 · Data Maestros Technology LLP

This SLA applies to all paid Zoroflex subscriptions. Free trial accounts are not covered. For uptime-related issues, email support@datamaestrostech.comwith the subject line “SLA Issue — [Your Account Email]”.

1. Overview

Data Maestros Technology LLP (“Data Maestros”) is committed to providing a reliable and high-performance Zoroflex platform for all paid subscribers. This Service Level Agreement (“SLA”) sets out the minimum standards for service availability, planned maintenance, and customer support response times.

This SLA is incorporated into and forms part of the Terms of Service. In the event of any conflict, the Terms of Service shall prevail.

2. Service Availability

Data Maestros commits to a monthly uptime of 99.9%for the Zoroflex platform (“Uptime Commitment”) during each calendar month.

2.1 Uptime Definition

“Uptime” means the percentage of minutes in a calendar month during which the core Zoroflex platform (dashboard login, POS, Inventory, and billing modules) is available and functioning for the majority of customers.

2.2 Allowable Downtime

A 99.9% monthly uptime commitment allows for approximately 43.8 minutes of unplanned downtime per month.

3. Planned Maintenance

Planned maintenance windows are excluded from uptime calculations. We schedule maintenance during low-traffic hours (12:00 AM – 4:00 AM IST) and will provide at least 48 hours’ advance notice via:

  • Email notification to the registered account email
  • In-app banner notification within the Zoroflex dashboard
  • Status update on our status page

Emergency maintenance required to address critical security vulnerabilities may be performed with shorter notice. We will communicate the reason and expected duration as soon as possible.

4. Support Response Times

All paid customers are entitled to support via email and phone. Response time targets are based on issue severity:

4.1 Severity Levels

  • Critical (P1) — Platform completely inaccessible or core billing/POS functionality non-functional for all users. Response target: 2 hours.
  • High (P2) — Significant feature degradation affecting business operations, with no available workaround. Response target: 4 business hours.
  • Medium (P3) — Feature partially working; a workaround exists. Response target: 1 business day.
  • Low (P4) — General questions, minor UI issues, feature requests. Response target: 2 business days.

4.2 Support Hours

Our support team is available Monday to Saturday, 9:00 AM – 9:00 PM IST. P1/Critical issues may be escalated outside business hours via phone at +91 96476 55762.

4.3 Support Channels

5. SLA Credits

If we fail to meet the Uptime Commitment in any given calendar month, you are eligible to claim a service credit based on the actual monthly uptime achieved:

  • 99.0% – 99.9% — 10% credit of monthly subscription fee
  • 95.0% – 98.9% — 25% credit of monthly subscription fee
  • Below 95.0% — 50% credit of monthly subscription fee

SLA credits are applied to your next billing cycle. Credits are the sole and exclusive remedy for service unavailability. Credits cannot be exchanged for cash.

6. Exclusions

The following are excluded from Uptime calculations and SLA credit eligibility:

  • Scheduled or emergency maintenance communicated in advance
  • Downtime caused by your actions, misconfigurations, or misuse of the API
  • Force majeure events (natural disasters, government actions, internet backbone failures, etc.)
  • Third-party service failures outside our control (payment gateways, telecom providers, etc.)
  • Issues caused by your internet connectivity or local network
  • Free trial accounts
  • Beta or preview features explicitly marked as such

7. Uptime Measurement

Uptime is measured from our internal monitoring systems using synthetic checks every 60 seconds against the Zoroflex login endpoint and core API. Our monitoring data is the authoritative source for SLA calculations.

We publish real-time and historical availability data on our status page. You are encouraged to subscribe to status notifications.

8. Claiming Credits

To claim an SLA credit:

  • Submit a request within 15 days of the end of the affected calendar month.
  • Email support@datamaestrostech.com with subject “SLA Credit Claim — [Month Year] — [Account Email]”.
  • Include the dates and times of the reported downtime and any supporting screenshots or logs.
  • We will review and respond within 7 business days.

We reserve the right to reject claims that are not supported by our monitoring data or that fall under the exclusions listed above.

9. Contact Us

For SLA-related queries or to report a service incident: