Service Level Agreement

1. Definitions

• "Monthly Uptime Percentage" means the total minutes in a calendar month, minus Downtime minutes, divided by the total minutes in that month, expressed as a percentage.
• "Downtime" means a period of at least five (5) consecutive minutes in which the core web application and APIs are unavailable to all users of a customer account, as measured by our monitoring systems, excluding the exclusions listed in this SLA.
• "Business Hours" means Monday to Saturday, 09:00 to 19:00 IST, excluding Indian public holidays. "Business Day" means any day within those hours.
• "Service Credit" means a credit against future subscription fees, calculated as set out in this SLA.

2. Uptime commitment

Brook Code will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9%. This allows for about 43 minutes of Downtime in a 30-day month.

We measure availability with automated monitoring that checks the web application and API endpoints from more than one location at least once per minute. Our monitoring records are the basis for calculating uptime and Service Credits.

Our mobile apps include offline features for some functions. Periods in which the apps can continue to record entries offline still count as Downtime if the core web application and APIs are unavailable.

3. Exclusions

Downtime does not include unavailability caused by:

• Planned maintenance or emergency maintenance carried out in line with this SLA.
• Customer's own actions or omissions, equipment, software, network, internet connection or power supply.
• Third-party services outside our control, including internet and telecom providers, app stores, Razorpay, Stripe, WhatsApp, Telegram and AI model providers, except where they act as our hosting providers.
• Suspension of the account under the Terms, including for non-payment or breach of the Acceptable Use Policy.
• Force majeure events as defined in the Terms, including large-scale attacks that exceed reasonable mitigation.
• Features labelled as beta, preview or experimental.
• Degraded performance where the Services remain usable.

4. Planned maintenance

• We give at least 48 hours' notice of planned maintenance that may affect availability, by email or in the Services.
• Planned maintenance is normally scheduled during our low-usage window: Sundays, 00:00 to 04:00 IST (Saturdays 18:30 to 22:30 UTC).
• Planned maintenance will not exceed 8 hours in any calendar month.
• We design most updates to be deployed without interrupting the Services.

5. Emergency maintenance

We may carry out emergency maintenance at any time when urgently needed to protect the security, integrity or availability of the Services, for example to apply a critical security patch or respond to an active threat. We will give as much notice as is practical, keep the maintenance as short as possible, and provide updates until it is completed. Emergency maintenance is excluded from Downtime only when we have given notice as soon as reasonably possible and it does not exceed four (4) hours per month; any time beyond that counts as Downtime.

6. Support channels and hours

• Support hours: Monday to Saturday, 09:00 to 19:00 IST, excluding Indian public holidays.
• Critical (P1) incidents are handled 24 hours a day, 7 days a week.
• Channels: email at [email protected], in-app support, and WhatsApp support where included in your plan.
• Support is provided in English and Hindi. Additional languages may be available depending on your region and plan.

To help us resolve issues quickly, please include your account ID, the affected station or users, a description of the problem, the time it started, screenshots and any error messages.

7. Bug priority levels and response times

We assign each reported issue a priority based on its impact. Response time is measured from when we receive a complete report through a supported channel. Resolution targets are goals, not guarantees, because some issues depend on third parties or on information from you.

We may change the priority of an issue if its impact changes, and we will tell you when we do.

8. Service credits

If the Monthly Uptime Percentage falls below 99.9% in a calendar month, you are eligible for a Service Credit as a percentage of the subscription fee for that month (one twelfth of the yearly fee for yearly plans):

• To claim a Service Credit, email [email protected] within thirty (30) days after the end of the affected month, with the dates and times of the Downtime.
• Service Credits are applied to future invoices. They have no cash value and are not refundable.
• Total Service Credits for a month will not exceed 50% of the subscription fee for that month.
• Your account must be in good standing, with no overdue invoices, to receive Service Credits.
• Service Credits are your sole and exclusive remedy for Downtime, except that if the Monthly Uptime Percentage is below 99.0% in three (3) consecutive months, you may terminate your subscription on written notice and receive a refund of prepaid fees for the unused period, as described in our Refund and Cancellation Policy.

9. Backup policy

• We take automated, encrypted backups of Customer Data daily.
• Backups are retained for 30 days on a rolling basis and then permanently overwritten.
• Backups are stored separately from the primary production systems.
• We test backup restoration at least quarterly to confirm that backups can be recovered.
• If you accidentally delete data, contact support. We will try to restore it from the most recent available backup. Restores caused by customer error may be chargeable and may overwrite later changes.
• Backups are for disaster recovery. You remain responsible for exporting and keeping any records you are legally required to retain, using the export tools in the Services.

10. Disaster recovery

We maintain a disaster recovery plan to restore the Services after a major failure, such as the loss of a data centre, severe infrastructure failure or a security incident.

• Infrastructure is defined and documented so it can be rebuilt in an alternative location.
• We review and test the disaster recovery plan at least once a year.
• During a disaster, we notify affected customers and provide regular updates until the Services are restored.

11. Incident communication

We notify account administrators by email, and in the Services where possible, about incidents that affect availability, planned maintenance and emergency maintenance. For Critical incidents, we provide a summary of the cause and the steps taken to prevent recurrence after the incident is resolved.

12. Customer responsibilities

• Report issues through the supported channels with the information requested above.
• Give us reasonable access, information and cooperation to diagnose and resolve issues.
• Use supported browsers, operating systems, app versions and devices, and keep the mobile apps up to date.
• Maintain a reliable internet connection and your own on-site equipment.

13. Changes to this SLA

We may update this SLA from time to time. We will not materially reduce the uptime commitment or support levels during a subscription term you have already paid for. Changes take effect from your next renewal.

14. Contact