Service Level Agreement
Last updated: March 21, 2026
This Service Level Agreement ("SLA") describes the service commitments of Inventles Labs Private Limited ("Inventles," "we," "us," or "our") for our products, applications, and services (collectively, the "Services"). This SLA applies to all customers and users of our Services.
1. Service Availability
We target a monthly service availability of 99.5% for our cloud-hosted Services, measured over each calendar month. Availability is calculated as:
Availability (%) = ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100
Exclusions
The following are excluded from availability calculations:
- Scheduled maintenance with at least 48 hours advance notice
- Downtime caused by third-party platform outages (e.g., Atlassian, cloud infrastructure providers, app store services)
- Force majeure events beyond our reasonable control
- Issues caused by customer-side configurations, networks, or integrations
- Beta, preview, or free-tier features explicitly marked as non-production
2. Support Response Times
We categorize support requests by severity and commit to the following initial response times:
| Severity | Description | Initial Response |
|---|---|---|
| Critical | Service completely unavailable or major functionality broken with no workaround | 4 business hours |
| High | Significant feature degradation affecting multiple users; workaround may exist | 8 business hours |
| Medium | Non-critical feature issue or bug affecting limited users | 2 business days |
| Low | General questions, feature requests, documentation inquiries | 3 business days |
Business hours are Monday through Friday, 9:00 AM to 6:00 PM IST (Indian Standard Time), excluding public holidays in India. Response times refer to the initial acknowledgment of the support request, not resolution time.
3. Support Channels
Support requests can be submitted through the following channels:
- Email: support@inventles.com
- Marketplace: Via the support link on the respective product's Atlassian Marketplace listing
4. Maintenance Windows
Scheduled maintenance is performed during low-traffic periods when possible. We will provide at least 48 hours advance notice for planned maintenance that may affect service availability.
Emergency maintenance to address critical security vulnerabilities or service stability issues may be performed with shorter notice. We will communicate the reason and expected duration through our support channels.
5. Incident Communication
In the event of an unplanned service disruption, we will:
- Acknowledge the incident within the response time for the applicable severity level
- Provide status updates at reasonable intervals until the issue is resolved
- Publish a post-incident summary for Critical severity incidents upon request
6. Data Protection
We implement industry-standard security practices to protect customer data:
- Data encryption in transit (TLS 1.2+) and at rest where applicable
- Role-based access controls within our products
- Regular security reviews and dependency updates
- For products hosted on third-party platforms (e.g., Atlassian Forge), data is stored within the platform's certified infrastructure and governed by their security standards
7. Service Credits
If we fail to meet the 99.5% monthly availability target for a paid Service, affected customers may request service credits:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% - 99.49% | 5% of monthly subscription fee |
| 95.0% - 98.99% | 15% of monthly subscription fee |
| Below 95.0% | 30% of monthly subscription fee |
Service credit requests must be submitted within 30 days of the end of the affected month. Credits are applied to future invoices and do not exceed the total fees paid for the affected Service in the applicable month. Service credits are the sole and exclusive remedy for any failure to meet the availability target.
8. Customer Responsibilities
To ensure optimal service delivery, customers are responsible for:
- Maintaining compatible browser versions and platform requirements as documented
- Providing timely and accurate information when submitting support requests
- Designating authorized contacts for support communication
- Keeping third-party platform subscriptions and configurations up to date
9. Limitations
This SLA does not apply to:
- Free or trial versions of our Services
- Features explicitly labeled as "Beta," "Preview," or "Experimental"
- Third-party services, platforms, or integrations not operated by Inventles
- Abuse, misuse, or unauthorized modification of the Services
10. Changes to This SLA
We may update this SLA from time to time to reflect changes in our service commitments. Material changes will be communicated by updating the "Last updated" date on this page. Continued use of our Services after changes constitutes acceptance of the revised SLA.
11. Contact
For questions about this SLA or to submit a service credit request:
- Company: Inventles Labs Private Limited
- Email: support@inventles.com
- Registered Address: Nashik, India