Service Level Agreement

This Service Level Agreement (“SLA”) applies to paid production subscriptions of Root Digit software-as-a-service products, including RootDigit CRM (“Covered Services”), and to managed services whose order form references it. It forms part of the Terms of Service.

Free plans, trials, sandbox or test environments, and features labelled beta, preview or early access are not Covered Services. Where a signed order form states a different availability target or support tier, the order form prevails.

Root Digit designs, monitors and operates each Covered Service to achieve at least 99.5% availability in each calendar month (“Monthly Uptime”).

The availability target and the support response targets in this SLA are service objectives, not warranties or guarantees. Root Digit does not offer service credits, and a missed target does not by itself entitle Customer to a credit, refund, fee reduction, damages or a right to terminate.

If a Covered Service is unavailable, Root Digit will work to restore it as described in this SLA. Customer’s rights for a material, uncured failure to provide the Services are those stated in the Terms of Service, subject to its limitation of liability and to any right that mandatory law does not allow the parties to exclude.

Downtime does not include unavailability caused by:

• planned maintenance notified in line with this SLA, or emergency maintenance needed to address an urgent security or stability risk;
• Customer’s systems, networks, configuration, integrations, content or instructions, or use that breaches the Terms or the Acceptable Use Policy;
• third-party services, internet or telecommunications failures, or other events outside Root Digit’s reasonable control;
• suspension permitted by the Terms, or usage beyond the plan’s documented limits;
• features not generally available, and optional add-ons that are not part of the core production functions.

Root Digit will give at least 48 hours’ notice of planned maintenance expected to affect availability, through the client portal, status communication or email, and will schedule it where practicable during low-usage hours for Customer’s primary region. Emergency maintenance will be announced with as much notice as the circumstances allow.

Support requests are submitted through the client portal. Standard support hours are 09:00 to 18:00 India Standard Time, Monday to Friday, excluding Indian public holidays. Severity 1 incidents are accepted and handled 24 hours a day, 7 days a week.

Response targets measure the time to a first substantive response from a support engineer, not the time to resolution. Root Digit will work on Severity 1 incidents continuously until service is restored or a workaround is in place. Higher support tiers, named contacts and shorter targets may be purchased through an order form.

Root Digit maintains encrypted backups and tested recovery procedures designed to restore Covered Services and Customer Data after an incident. Product-specific recovery point and recovery time objectives, where offered, are stated in the order form or product documentation.

For a Severity 1 incident, Root Digit will notify affected customers, provide updates at reasonable intervals until resolution, and on request provide a post-incident summary describing the cause, impact and corrective actions.

Root Digit may update this SLA to reflect new products, infrastructure or support practices. An update will not reduce the availability target or support response targets that apply to a paid subscription during its current term.