In short
We target 99.5% availability each calendar month, measured outside announced maintenance. If we miss it, you can claim service credits — we do not expect you to argue for them.
Support response targets depend on your plan and on how badly you are stuck. A clinic that cannot see today’s queue is not a routine ticket.
1.Availability commitment
- Target
- 99.5% of each calendar month
- Roughly
- About 3 hours 40 minutes of unplanned unavailability a month
- Measured as
- The service failing to respond to a valid request, averaged over five-minute intervals
- Measured from
- Our monitoring, plus any outage you report that we confirm
A clinic runs on a schedule, so we treat clinic hours as the ones that matter. Where we can choose when to take a risk, we take it at night.
2.What does not count against it
- Announced maintenance inside the window below.
- Emergency security patching, which we announce as soon as we safely can rather than in advance.
- Failures of your own internet connection, device or browser.
- A third party we depend on failing — a payment gateway, a WhatsApp provider — where the rest of the product keeps working.
- Suspension for non-payment or for a serious breach of the Acceptable Use Policy.
- Events genuinely outside our control.
3.Maintenance
Planned maintenance is done between 11:30 pm and 5:30 am IST, when Indian clinics are shut. We give at least 48 hours’ notice by email for anything expected to interrupt the service.
Most releases go out with no interruption at all. We do not schedule risky work on a Monday morning or during a festival week if we can avoid it.
4.Support response targets
- Critical — the clinic cannot work
- Response within 2 working hours, on every plan. This is not a plan-gated promise.
- High — a core task is broken but there is a workaround
- Within 1 working day (Starter), 4 working hours (Clinic and Group).
- Normal — a question, or something minor
- Within 2 working days (Starter), 1 working day (Clinic and Group).
- Channels
- Email on every plan; priority WhatsApp on Clinic and above; a named contact on Group.
- Hours
- Monday to Saturday, 9:30 am to 7:00 pm IST
These are times to a human response, not to a fix. A fix takes as long as the problem takes, and we tell you where it stands rather than going quiet.
5.Service credits
- 99.0% – 99.5%
- 10% of that month’s subscription fee
- 95.0% – 99.0%
- 25% of that month’s subscription fee
- Below 95.0%
- 50% of that month’s subscription fee
Claim by writing to [email protected] within 30 days of the end of the affected month. Credits are applied to your next invoice. They are the agreed remedy for missed availability, and they do not limit your right to cancel under the Terms.
6.Backups and recovery
- Backup frequency
- Daily, with the ability to restore to a point in time within the retention window
- Retention
- 30 days
- Recovery point objective
- Not more than 24 hours of data in the worst case, and usually far less
- Recovery time objective
- Service restored within 8 hours of declaring a disaster
- Restore testing
- Tested periodically, because an untested backup is a rumour
7.Security incident notification
If a personal data breach affects your clinic, we aim to tell you within 24 hours of confirming it, with enough detail for you to meet your own reporting duties under the DPDP rules, including the detailed report expected within 72 hours. The full commitment is in the DPA.
Questions about this document? Write to [email protected]. If you are not satisfied with the answer, the grievance route is open to you.