Legal Document
Last updated: November 5, 2025 · ZenPivot Venture Studio Private Limited
This Service Level Agreement (“SLA”) describes the availability and support commitments that ZenPivot Venture Studio Private Limited (“ZenPivot”, “we”, “our”, “us”) provides for our cloud services, including OneBook (ERP) and OneChat (WhatsApp messaging).
This SLA applies to paid subscriptions only and is incorporated into your service agreement with us. It does not apply to free trials, beta features, or services explicitly marked as “preview”.
We commit to the following monthly uptime percentages, calculated across a calendar month and excluding the conditions listed in Section 06.
| Plan tier | Monthly uptime | Measurement window |
|---|---|---|
| Starter | 99.5% | Calendar month |
| Growth | 99.9% | Calendar month |
| Enterprise | 99.95% | Calendar month |
“Uptime” means the percentage of total minutes in a calendar month during which the service is available, excluding scheduled maintenance and exclusions defined in Section 06.
Support requests are triaged by severity. Response time is measured from the moment a ticket is opened during the channel's coverage window.
| Severity | Description | Initial response |
|---|---|---|
| Critical (P1) | Production down or major data loss | 1 hour |
| High (P2) | Core feature unavailable, workaround exists | 4 business hours |
| Normal (P3) | Limited or cosmetic issue | 1 business day |
| Low (P4) | How-to, configuration question | 2 business days |
Business hours: Monday – Friday, 9:00 AM – 7:00 PM IST, excluding declared Indian public holidays.
We perform scheduled maintenance to keep the platform secure and performant. Wherever possible, maintenance is scheduled during off-peak hours and announced in advance.
Time spent on scheduled or emergency maintenance is not counted against the uptime percentage in Section 02.
If we fail to meet the uptime commitment in any calendar month, eligible customers may request a service credit applied to a future monthly invoice.
| Actual monthly uptime | Service credit |
|---|---|
| < committed uptime, ≥ 99.0% | 10% of monthly fee |
| < 99.0%, ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
To claim a service credit, you must submit a written request to support@onebook.app within 30 days of the end of the affected month. The request must include the affected service, the dates and times of impact, and any supporting information.
Service credits are the sole and exclusive remedy for any failure to meet the uptime commitment. Total credits in any month will not exceed 50% of that month's service fee for the affected service. Credits cannot be exchanged for or converted to cash.
The uptime commitment does not apply to unavailability caused by:
OneChat depends on the Meta / WhatsApp Business Platform. While we monitor delivery, queue, and error metrics continuously, the following considerations apply specifically to OneChat:
When a service-impacting incident occurs, we will:
You can subscribe to status updates via support@onebook.app to receive incident notifications by email.
We may update this SLA from time to time. Material changes will be communicated to active subscribers by email and posted on this page with an updated “Last Updated” date. Continued use of the service after changes take effect constitutes acceptance of the updated SLA.
For SLA claims, escalations, or questions, please contact us using the channels below.
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