Service Level Agreement

PracticeFlow 360 targets 99.9% monthly availability, measured across the application and its core APIs. This excludes time lost to scheduled maintenance windows and events beyond our reasonable control (force majeure, upstream cloud provider outages).

Monthly uptime is calculated as: (total minutes in month − downtime minutes) ÷ total minutes in month × 100. Scheduled maintenance is excluded from the downtime calculation.

When planned maintenance is required, we announce it in advance via in-app notification and email. Maintenance is scheduled during low-traffic windows — typically late nights or weekends in the Indian Standard Time zone — to minimise disruption.

We aim to keep total scheduled downtime under a few hours per month. Emergency patches may be applied without advance notice when necessary to protect the security or integrity of the platform.

Our support team operates Monday to Friday during standard business hours (IST). Target first-response times by plan:

• Free / Solo: within 2 business days.
• Firm: within 1 business day.
• Enterprise: priority queue — within 4 business hours. A dedicated point of contact is available for Enterprise accounts with a signed agreement.

Response times are targets, not guarantees, except where expressly stated in a signed Enterprise agreement.

Live service status is published at practiceflow360.com/status. The status page reflects real-time availability for each service component and is updated within minutes of a confirmed incident.

For significant incidents affecting multiple users, we publish a post-incident summary within 5 business days of resolution. The summary includes a timeline, root cause analysis, and steps taken to prevent recurrence.

Customer data is backed up automatically every day. Backups are retained for a rolling window sufficient to cover accidental data loss scenarios. Backup restoration is available on a best-effort basis — contact support@practiceflow360.com with the details of what needs to be recovered.

Point-in-time recovery requests are handled individually. Recovery is not instantaneous and turnaround time depends on the age of the backup and the volume of data involved.

This Service Level Agreement describes the service targets PracticeFlow 360 strives to meet. It is provided for informational purposes and does not constitute a contractual guarantee unless explicitly included in a signed Enterprise agreement between your organisation and PracticeFlow 360.

For Enterprise customers seeking contractual SLA commitments, custom uptime guarantees, or penalty credits, please contact support@practiceflow360.com to discuss an Enterprise agreement.