Service Level Agreement

Our uptime, support-response, and service-credit commitments.

Draft for legal review — and a commercial decision. The uptime percentage, support-response times, and service-credit tiers below are common industry values; confirm the figures Azmarq is willing to stand behind, and align them with your MSA. Not legal advice.

1. Scope

What this SLA applies to.

This Service Level Agreement ("SLA") applies to the Azmarq platform and APIs provided by Azmarq Technovation Pvt. Ltd. to customers on plans where this SLA is expressly offered, and forms part of the Terms of Service or the applicable MSA.

2. Availability commitment

The uptime we target.

Azmarq targets a monthly uptime of [99.9]% for the core platform and API, measured as the percentage of time in a calendar month the Services are available, excluding the exclusions in Section 5.

3. Support and response targets

How quickly we respond by severity.

Severity	Description	Target response
P1 — Critical	Core service unavailable	[30 minutes]
P2 — High	Major feature degraded	[2 hours]
P3 — Normal	Minor issue / question	[1 business day]
P4 — Low	Informational	[2 business days]

Support is available [24×7 for P1 / business hours for others]. Contact: legal@azmarq.com / billing@azmarq.com.

4. Service credits

What you receive if we miss the target.

If monthly uptime falls below the commitment, you may request a service credit against future invoices, per the tiers below. Service credits are the sole and exclusive remedy for availability shortfalls.

Monthly uptime	Service credit
[< 99.9% to ≥ 99.0%]	[5%] of monthly platform fee
[< 99.0% to ≥ 95.0%]	[10%]
[< 95.0%]	[25%]

Credit requests must be made within [30] days of the affected month, with reasonable supporting detail.

5. Exclusions

What the commitment does not cover.

The availability commitment excludes downtime caused by: scheduled or emergency maintenance (with notice where practicable); factors outside Azmarq's reasonable control, including telecom operator, aggregator, or channel-provider networks and policies (such as Meta, RCS, SMS, voice, and email providers); force majeure; your own systems, configurations, or misuse; and suspension for breach of the Terms, Acceptable Use Policy, or Anti-Spam & Messaging Compliance Policy. Message delivery depends on downstream operators and is not itself an availability metric under this SLA.

6. Changes and contact

Updates and where to reach us.

We may update this SLA; the "Last updated" date reflects the current version. Questions: legal@azmarq.com.