Service Level Agreement
Effective Date: March 22, 2026
1. Uptime Commitment
Techspeak Solutions commits to maintaining 99.9% monthly uptime for the LearnFlow platform. Uptime is measured as the percentage of time the Service is operational and accessible during a calendar month, excluding scheduled maintenance windows.
2. Scheduled Maintenance
Routine maintenance is performed during the following window:
Sundays, 2:00 AM - 4:00 AM IST
Advance notice will be provided for all scheduled maintenance. Emergency maintenance may occur outside this window to address critical security or performance issues.
3. Incident Response Times
| Priority | Description | Response Time |
|---|---|---|
| P1 Critical | Service is completely unavailable | 1 hour |
| P2 High | Major feature impaired, no workaround | 4 hours |
| P3 Medium | Feature impaired, workaround available | 24 hours |
| P4 Low | Minor issue or enhancement request | 72 hours |
4. Service Credits
If monthly uptime falls below the committed level, service credits are applied to your next invoice:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.9% | 10% credit |
| Below 99.0% | 25% credit |
| Below 95.0% | 50% credit |
5. Exclusions
The following are excluded from uptime calculations and service credit eligibility:
- Force majeure events including natural disasters, wars, and government actions.
- Issues caused by the customer, including misconfiguration or unauthorized modifications.
- Downtime of third-party services not under our control.
- Scheduled maintenance windows communicated in advance.
6. Support Channels
7. Monitoring
We perform 24/7 automated health checks on all platform services. Affected customers are notified via email for any incidents exceeding 5 minutes. A status page is available for real-time service status and incident history.