Service level agreement

1Who this covers

This SLA applies to organisations on a paid Business or Enterprise plan whose fees are up to date. The Pilot plan is provided on a best-effort basis: we aim for the same availability and support, but no commitments or service credits apply to it.

An Enterprise agreement can set stronger service levels. Where it does, the agreement takes precedence over this page; where it is silent, this page applies.

2Availability

We aim to keep NiyamX available at least 99.5% of the time in each calendar month, measured in Indian Standard Time. That allows for about 3 hours 40 minutes of downtime in a 30-day month.

Availability covers the app itself: signing in, viewing stores, drawings, findings and reports, and the submission and review workflow. Downtime is any period of five or more consecutive minutes in which the app cannot be reached or returns errors to every user of an organisation, as recorded by our monitoring. Monthly uptime is the minutes in the month less downtime, divided by the minutes in the month.

Live availability, daily uptime for the last 90 days and incident updates are published at https://niyam.nirmaanx.in/status.

3What does not count as downtime

• Scheduled maintenance announced at least 48 hours ahead, kept outside 09:00–21:00 IST and to no more than 4 hours a month. Urgent security fixes may need shorter notice; we will keep them as brief as we can.
• Outages at our AI provider. While it is unavailable, AI steps such as reading drawings or running checks may fail; the rest of the app keeps working and failed steps refund their points automatically.
• Problems with your own network, devices or browser, or with a third-party account your organisation connects, such as Snowflake.
• Suspension of your account under the terms and conditions, including for unpaid invoices.
• Features marked as beta or preview.
• Events beyond our reasonable control, such as natural disasters, wide-scale internet or power failures, or government action.
• Enterprise deployments running in your own cloud account, where availability depends on infrastructure you operate. Service levels for those are set in the Enterprise agreement.

4AI steps and accuracy

Reading a drawing set or running a compliance check can take several minutes, depending on its size, and we do not guarantee how long any step will take. If a paid step fails, its points are refunded automatically and you can run it again.

This SLA covers whether NiyamX is available, not whether its output is correct. As our terms explain under “Findings are an aid, not an approval”, findings can be wrong, and a misread drawing is a support issue rather than downtime.

5Service credits

If monthly uptime falls below the target, your organisation can claim a credit against that month’s fee:

• Below 99.5% but at least 99.0%: 10% of the monthly fee.
• Below 99.0%: 25% of the monthly fee.

On a 3-month or yearly term, the monthly fee is the fee for the term divided by the months in it. Points top-ups are not part of the fee. Credits in a month never exceed that month’s fee.

To claim, email info@nirmaanx.in within 30 days of the end of the affected month with your organisation’s name and the dates and times you were affected. We will confirm the downtime against our monitoring and apply any credit to your next invoice. Credits have no cash value and cannot be transferred. They are your organisation’s sole remedy for missing the availability target.

6Support

Reach us at info@nirmaanx.in or +91-70411-80305. Support hours are Monday to Saturday, 10:00–19:00 IST, excluding Indian public holidays. Tell us the store and drawing involved and what you expected to happen; we set the severity with you when we respond.

We aim to respond within these times. They measure the first response from a person, not the time to a fix:

• Severity 1, the app is down or unusable for your whole organisation: within 2 support hours. Enterprise: within 1 hour, at any time.
• Severity 2, a core flow is broken with no workaround, such as every upload failing to read or checks not running: within 4 support hours.
• Severity 3, something is wrong but there is a workaround, such as one drawing read incorrectly: within 1 business day.
• Severity 4, questions, guidance and feature requests: within 2 business days.

We keep working on Severity 1 and 2 issues until they are fixed or a workaround is in place, and update you as we go. Pilot organisations get support on a best-effort basis.

7Incidents

When a Severity 1 incident affects your organisation, we will tell your admins by email and keep them updated until it is resolved. For any outage longer than one hour, we will send a written summary of what happened and what we are changing within 5 business days.

8Backups and recovery

We back up the database daily and keep each backup for at least 7 days. Uploaded drawings, standards and reports are stored with our storage provider, which keeps redundant copies. If data is lost through a failure on our side, we will restore it from the most recent backup as quickly as we can and tell you what, if anything, could not be recovered.

9Changes to this SLA

We may update this SLA. We will change the date at the top and give at least 30 days’ notice of any change that lowers a commitment. A change will not lower the commitments for a term your organisation has already paid for.

10Contact

Questions about this SLA, and service credit claims, can be sent to info@nirmaanx.in or +91-70411-80305.