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Service Level Agreement

Last updated: June 13, 2026 · Version 1.1 · Applies to the InfraSync platform at infrasync.app

This Service Level Agreement ("SLA") describes the availability commitment and support response targets for the InfraSync platform operated by Linxus Infotech Private Limited. It forms part of, and is governed by, our Terms & Conditions.

1. Scope & eligibility

This SLA applies to the production InfraSync web application and scan service. The availability commitment and service credits in sections 3 and 6 apply only to plans that expressly include an uptime SLA (currently the Growth and Enterprise plans). Free Trial, Starter, and Pro plans receive the support response targets in section 4 but do not carry a financially-backed uptime commitment.

2. Definitions

  • "Monthly Uptime Percentage" — the total minutes in a calendar month minus Downtime minutes, divided by the total minutes in that month, expressed as a percentage.
  • "Downtime" — sustained periods during which the production InfraSync application is wholly unavailable to you, as confirmed by our monitoring, excluding the events listed in section 5.
  • "Service Credit" — a credit applied to a future invoice, calculated under section 6.

3. Availability commitment

For eligible plans, we target a Monthly Uptime Percentage of at least 99.5% for the production InfraSync application. Asynchronous scan processing is best-effort: large scans, scheduled scans, and drift comparisons are queued and may complete after a delay during periods of high load, and such queuing is not counted as Downtime.

4. Support response targets

We aim to respond to support requests within the following targets during business hours (Indian Standard Time, Monday–Friday, excluding public holidays):

  • Starter — email support, target first response within 48 hours.
  • Pro — priority email, target first response within 24 hours.
  • Growth — priority email + chat, target first response within 8 hours, backed by the 99.5% uptime commitment.
  • Enterprise — dedicated engineer with a custom response target and SLA defined in your order form.

Response targets are goals for the first human response, not guaranteed resolution times.

5. Exclusions

The availability commitment does not apply to unavailability caused by:

  • scheduled or emergency maintenance announced under section 8;
  • factors outside our reasonable control, including force-majeure events and failures or rate-limiting of upstream providers (AWS, GitHub, Razorpay) or the public internet;
  • your equipment, software, network, or misconfiguration, including invalid or revoked cloud credentials;
  • your breach of the Terms & Conditions or Acceptable Use Policy, or suspension arising from it;
  • beta, trial, or preview features, which are provided "as is";
  • throttling or queuing of asynchronous scan jobs during high load.

6. Service credits

If we fail to meet the availability commitment in a calendar month for an eligible plan, you may request a Service Credit against your next invoice:

  • Monthly Uptime 99.0% to < 99.5% — credit of 10% of that month's fees.
  • Monthly Uptime 95.0% to < 99.0% — credit of 25% of that month's fees.
  • Monthly Uptime below 95.0% — credit of 50% of that month's fees.

Service Credits in any month will not exceed 50% of that month's fees and are issued as credit toward future fees, not cash refunds.

7. How to claim a credit

  1. Email support@linxusinfotech.com with the subject "SLA Credit Request" within 30 days of the end of the affected month.
  2. Include your organization name and the dates and times of the Downtime you observed.
  3. We will validate the claim against our monitoring and apply any approved credit to your next invoice.

8. Maintenance

We may perform scheduled maintenance and will endeavour to announce it in advance through an in-product notice or email, preferring low-traffic windows. We may also perform emergency maintenance to protect the security or integrity of the Service, with notice where practicable.

9. Sole remedy & limitations

Service Credits are your sole and exclusive remedy for any failure to meet the availability commitment. This SLA is subject to the warranty disclaimers and the limitation of liability in our Terms & Conditions. Some availability targets, recovery point and recovery time objectives are still being formalised, as described in our Security & Data Protection Statement.

10. Changes & contact

We may update this SLA from time to time; the revised "Last updated" date reflects the latest version. Questions: support@linxusinfotech.com · +91 8828 757 008.