Industry-leading availability for Plus plan customers with custom SLA terms.
Fastest incident response for critical system-down events across all paid plans.
Recovery Time Objective for disaster scenarios with AWS multi-region failover.
1. Uptime Guarantee by Plan
Uptime is calculated monthly and excludes scheduled maintenance windows. All percentages represent the minimum monthly uptime Dapplon commits to.
| Plan | Monthly Uptime Guarantee | Max Downtime / Month | Support Channel |
|---|---|---|---|
| Basic | 99.5% | ~3h 39m | Email — 48h response |
| Grow | 99.9% | ~43m 49s | Email + Chat — 24h response |
| Advance | 99.95% | ~21m 54s | Priority — 8h response |
| Plus | 99.99% | ~4m 22s | Dedicated CSM — custom SLA |
2. Support Response & Resolution Times
Response times are measured from the moment a ticket is submitted via the Dapplon support portal. Resolution times are targets, not guarantees, as complex issues may require extended investigation.
| Priority Level | Definition | Response Time | Target Resolution |
|---|---|---|---|
| P1 — Critical | Complete system outage; platform inaccessible to all users | 1 hour | 4 hours |
| P2 — High | Major feature broken; payroll, attendance, or core HR workflow unavailable | 4 hours | 8 hours |
| P3 — Medium | Minor feature impaired; workaround available, business impact low | 8 hours | 24 hours |
| P4 — Low | General questions, feature requests, cosmetic issues, documentation | 24 hours | 72 hours |
Response times apply during business hours (09:00–18:00 IST, Monday–Friday) for Basic and Grow plans. Advance and Plus customers receive extended coverage per their support agreement.
3. Uptime Calculation
Dapplon calculates monthly uptime as follows: (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100. Downtime means the platform is fully unavailable to all users. Partial degradation of non-core features does not constitute downtime. Uptime is measured using Dapplon's internal monitoring systems and third-party status page infrastructure.
4. Service Credits
If Dapplon fails to meet the applicable monthly uptime commitment, eligible customers may claim service credits according to the schedule below. Credits are applied to future invoices and do not constitute a refund.
| Actual Monthly Uptime | Service Credit |
|---|---|
| 99.0% to below the plan guarantee | 10% of monthly subscription fee |
| 95.0% to below 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Credits are capped at 50% of the monthly subscription fee for the affected month. Credit claims must be submitted to [email protected] within 30 days of the incident. Credits are Dapplon's sole liability for uptime failures.
5. Exclusions from Uptime Calculation
The following do not count as downtime for SLA purposes:
- Scheduled maintenance windows — Sundays, 02:00 to 06:00 IST. Dapplon will provide at least 72 hours advance notice via email and the status page for planned maintenance.
- Emergency maintenance — Critical security patches or infrastructure repairs with as much notice as reasonably practicable.
- Force majeure — Events beyond Dapplon's reasonable control, including natural disasters, war, acts of government, widespread internet disruptions, or major cloud provider failures affecting multiple customers globally.
- Customer-caused outages — Downtime resulting from Customer's actions, configuration errors, scripts, third-party integrations outside Dapplon's control, or use of the platform in violation of the Terms of Service.
- Beta and preview features — Features explicitly labelled as beta, preview, or experimental are excluded from SLA coverage.
- DDoS attacks — Downtime caused by distributed denial-of-service attacks that exceed the capacity of Dapplon's DDoS mitigation infrastructure.
6. Maintenance Windows
Scheduled maintenance is performed on Sundays between 02:00 and 06:00 IST. Dapplon sends maintenance notices at least 72 hours in advance to the primary account administrator via email and posts updates to the Dapplon status page. Emergency maintenance may occur outside these windows when required to address critical security vulnerabilities; Dapplon will provide as much advance notice as possible in such circumstances.
7. Status Page & Incident Communication
Dapplon maintains a public status page at status.dapplon.com where customers can monitor live platform availability, view ongoing incidents, and subscribe to email or SMS alerts for disruptions. During an incident, Dapplon will post updates at least every 30 minutes for P1 events until the incident is resolved.
8. Credit Claim Process
- Submit a credit request to [email protected] within 30 days of the end of the affected calendar month.
- Include your organisation name, subscription plan, and the dates of downtime.
- Dapplon will review the claim against our monitoring records within 10 business days and respond with an approval or rejection with explanation.
- Approved credits will appear on the next monthly invoice.
9. Governing Terms
This SLA is incorporated into and subject to Dapplon's Terms of Service. In the event of conflict, the Terms of Service shall prevail. Dapplon reserves the right to update this SLA with 30 days' notice to customers. Continued use of the platform after the effective date of changes constitutes acceptance. This SLA is governed by the laws of India, without regard to conflict-of-law principles.
Plus plan customers can negotiate bespoke SLA terms, including custom uptime commitments, dedicated support contacts, and tailored credit structures. Talk to Sales