SLA & Support Policy
Last Updated: 16 October 2026
1. Target Availability: Creveto Pro aims for 99.0% monthly availability for core dashboard and QR verification, excluding scheduled maintenance, Force Majeure, third-party outages and Tenant-caused issues. This is a target, not a guarantee.
2. Maintenance & Support Hours: Planned maintenance will be notified 24 hours in advance where practical. Support Hours: Mon–Sat, 10:00–18:00 IST (excluding public holidays) via support@creveto.in.
| Severity | Example | First Response Target |
|---|---|---|
| Critical | Platform fully down | 4 business hours |
| High | Major feature failing | 8 business hours |
| Normal | Bug or question | 2 business days |
3. Remedy, Exclusions & Backups: No service credits are provided. Excludes issues from Tenant's internet, devices, QR printing quality, third-party services, misuse, or exceeding plan limits. Backups are taken daily for disaster recovery purposes only.