SERVICE LEVEL AGREEMENT

99.5% uptime, in writing.

What we commit to on uptime and support, and what you get if we miss it.

Last updated 26 Oct 2026 · RBF pvt ltd.

Uptime

The dashboard and AI calling will be available at least 99.5% of each calendar month. That allows about 3.6 hours of downtime a month.

Service credits

DOWNTIME IN A MONTH

CREDIT

More than 3.6 hours

10% of that month’s plan fee

More than 7.2 hours

25% of that month’s plan fee

More than 36 hours

50% of that month’s plan fee

Credits go to your wallet. Claim them within 30 days of the month ending by emailing contact@scalysis.com.

Support response times

PRIORITY

EXAMPLE

FIRST REPLY

Critical

No calls going out

1 hour

High

A campaign or integration not working

4 hours

Normal

Questions and setup help

1 business day

What doesn’t count as downtime

Planned maintenance announced at least 48 hours ahead, outside 9 AM to 9 PM IST.

Outages at telecom carriers, Shopify or other third parties outside our control.

Problems caused by your setup, your integrations or misuse.

Events beyond reasonable control, such as natural disasters.

Need custom terms?

Enterprise plans can get a higher uptime commitment.

Talk to us

Scalysis

TRAI

Loading font…

Scalysis

TRAI

Product

Company

Trust

Loading font…

Scalysis

TRAI

Product

Company

Trust

Loading font…