Service Level Objectives

1. Overview

This page describes RAMSIO CLOUDSERVE INFOTECH PRIVATE LIMITED's service level objectives (SLOs) — the reliability, performance, and support targets we engineer toward. It is not a binding Service Level Agreement (SLA); those numbers become contractual commitments only when products reach general availability and a formal SLA is published. Until then, support is founder-led: the people who build the products are the ones who answer support requests, with no ticket queues or account managers in between.

2. Uptime Objective

2.1 Our Target

We operate to an engineering target of 99.9% monthly uptime for all services across the CloudServe platform ecosystem. This is the standard we design, monitor, and build our infrastructure toward — not a guarantee.

2.2 How We Measure Uptime

Uptime is measured as the percentage of time each service responds successfully to automated health checks over a calendar month, excluding scheduled maintenance windows.

2.3 Planned Maintenance

We aim to give at least 72 hours' notice for planned maintenance, scheduled during off-peak hours where possible, capped at 4 hours per month in aggregate. Critical security patches may require shorter notice.

3. Performance Objectives

3.1 Responsiveness

Fast, responsive interfaces are an engineering priority across all products. We tune performance against real production traffic patterns, not speculative benchmarks.

3.2 Data Durability

• Daily automated backups with 30-day retention
• Point-in-time recovery for critical data stores
• Infrastructure designed for high availability with automated failover
• Geographic redundancy for disaster recovery where feasible

4. Support

4.1 Founder-Led Support

Support is founder-led — the people who build the products answer support requests directly. We aim to respond within 48 hours on business days.

4.2 Response Tiers

5. Service Credits

Service credits do not exist yet. Because these are objectives rather than a binding SLA, there is no compensation mechanism to disclose today. A formal SLA — including any service credit policy — will be published when products reach general availability, and this section will be updated at that time.

6. Exclusions

These objectives do not cover:

• Force majeure events outside our reasonable control
• Issues caused by the customer's own misconfiguration or misuse
• Scheduled maintenance announced in advance
• Pre-release, beta, or experimental features explicitly marked as such
• Third-party services or APIs we depend on but do not control
• DDoS attacks or other security incidents outside normal operating conditions

7. Monitoring & Incident Communication

• Status Page: a public status page will go live at general availability
• Incident Reports: post-mortems published for significant incidents
• Uptime Reporting: availability metrics surfaced in-product once products reach general availability
• Notifications: email alerts for service disruptions and planned maintenance

8. Related SLA Pages

Every CloudServe site publishes its own service-level objectives page:

• CloudServe Infotech — cloudserveinfotech.com/sla
• CloudServe Digital — cloudservedigital.com/sla
• CloudServe Labs — cloudservelabs.com/sla

9. Changes to This Page

We will update this page as our products approach general availability, including when the formal SLA is published. Material changes will be announced via email and service notifications.