Service Level Agreement

The availability target for Lawzer, what counts against it, the credits that follow when we miss it, and our support response times.

Contractualv1.0In force from 9 September 2026

Drafted against

Indian Contract Act, 1872
Consumer Protection Act, 2019

1.Availability target

Plan	Monthly uptime target	Allowed downtime per 30-day month
Starter	99.5%	about 3 hours 36 minutes
Professional	99.9%	about 43 minutes
Enterprise	As agreed in the order form, up to 99.95%	about 22 minutes at 99.95%

Availability is measured per calendar month as the percentage of one-minute intervals in which the application answered a request for an authenticated page or API route with a non-error response. A month with no measurement is treated as fully available.

2.What does not count as downtime

Planned maintenance notified at least 48 hours in advance, capped at 4 hours in any calendar month, scheduled between 23:00 and 05:00 IST wherever the work allows.
Emergency maintenance needed to close a security vulnerability, notified as soon as we reasonably can.
A failure of the Customer's own network, device, browser or configuration.
A failure of a government portal — MCA V3, the GST portal, TRACES, the income-tax portal, EPFO, ESIC, RBI FIRMS. The software neither controls nor connects to them; a portal being down does not make the software unavailable.
Suspension for non-payment, or under the Acceptable Use Policy.
An event outside our reasonable control, within clause 15 of the Terms of Service.
A feature behaving in a way the Customer disagrees with while the service is reachable. That is a support matter, not downtime.

3.Service credits

Monthly availability achieved	Credit against the next invoice
Below the target, but at or above 99.0%	10% of that month’s fee
Below 99.0%, but at or above 95.0%	25% of that month’s fee
Below 95.0%	50% of that month’s fee
Below 95.0% in any two months of a rolling six	The Customer may terminate immediately and receive a pro-rated refund of the unused term

Credits are applied automatically to the next invoice. You do not have to notice, claim or ask — a credit regime that depends on the customer spotting the outage is not a commitment.
For an annual subscription, "that month's fee" is one twelfth of the annual fee.
Credits are the exclusive remedy for a failure to meet the availability target, and are capped at 50% of the fee for the affected month.
A credit is issued as a credit note under section 34 of the CGST Act, 2017 so the GST reverses correctly.

4.Support response times

Severity	Meaning	First response	Target resolution
S1 — Critical	The service is unavailable, or data is at risk, for all users of a workspace	1 hour, any day	Continuous work until resolved or worked around
S2 — High	A core function is broken — obligations not generating, reminders not firing, a filing cannot be closed — with no workaround	4 working hours	2 working days
S3 — Normal	A function is impaired but there is a workaround; a wrong due date or applicability decision	1 working day	10 working days
S4 — Low	A question, a cosmetic issue, or a feature request	2 working days	No commitment

Working hours are Monday to Friday, 10:00–19:00 IST. Response times exclude public holidays in Maharashtra. Starter plans are supported by email; Professional adds priority handling; Enterprise adds a named contact and whatever is agreed in the order form.

5.Measurement and disputes

Availability is measured from our own monitoring, from outside our network.
On request we will provide the measurement for any month within the previous twelve.
A Customer that disputes a figure should raise it within thirty days of the end of the month. We will produce the underlying data. If our monitoring and the Customer's own records disagree and we cannot reconcile them, we resolve it in the Customer's favour.
Planned maintenance windows are published in the application before they start.