1. Scope
This Service Level Agreement ("SLA") forms part of the Terms of Service between Seers and the Customer named in the applicable Order Form. It applies only to the production Service running at *.seers.co.in and excludes any sandbox, staging, or trial environment.
2. Uptime commitment
Seers commits to a Monthly Uptime Percentage of 99.5% for the Service, measured per calendar month.
"Monthly Uptime Percentage" = (Total minutes in the month − Unavailable minutes) ÷ Total minutes in the month, expressed as a percentage.
"Unavailable" means the API health endpoint at /api/health returns a 5xx response or fails to respond for 5 consecutive minutes from two or more external monitoring points.
3. Exclusions
Unavailability does not include downtime caused by:
- scheduled maintenance announced at least 48 hours in advance;
- emergency maintenance for security patching, where Seers will give as much notice as is reasonable;
- force majeure events, including failures of upstream providers (Razorpay, AWS, SMTP) that are outside Seers' control;
- Customer's own configuration errors, expired credentials, or DNS misconfiguration;
- misuse of the Service or breach of the acceptable use policy.
4. Service credits
If Seers fails to meet the Monthly Uptime Percentage, Customer is eligible for credits as follows:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.5% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are applied to the next invoice. Total credits in a month will not exceed 50% of that month's subscription fee. Credits are the sole and exclusive remedy for an uptime miss.
5. Requesting credits
Customer must submit a credit request within 30 days of the affected month to billing@seers.co.in, including the dates and times affected and any supporting evidence. Seers will validate against its monitoring logs and respond within 10 business days.
6. Support
Support tickets opened from inside the workspace are handled with the following targets:
| Severity | Definition | First response (target) |
|---|---|---|
| Urgent | Production fully down for the Customer. | 1 hour |
| High | Significant functionality impaired. | 4 business hours |
| Normal | Limited impact; workaround available. | 1 business day |
| Low | Questions and feature requests. | 3 business days |
Business hours are 09:00–18:00 IST, Monday to Friday, excluding Indian public holidays.
7. Maintenance windows
Scheduled maintenance is performed during Sundays 01:00–05:00 IST whenever possible. Customers are notified by email to the registered owner address and via in-app banner.
To request a signed SLA, email legal@seers.co.in with your workspace slug.