Service Level Agreement (SLA)
Digital Anumati's service commitments for customers using our cloud-hosted Consent Management Platform.
Digital Anumati is committed to delivering a reliable, secure, and highly available Consent Management Platform.
This Service Level Agreement describes our service commitments for customers using our cloud-hosted platform.
Service Availability
| Metric | Commitment |
|---|---|
| Target Monthly Uptime | 99.9% |
Scheduled maintenance is excluded from uptime calculations.
Support Hours
Standard Support
Monday–Friday, 9:00 AM – 6:00 PM IST.
Enterprise Support (if applicable)
24×7 for Critical Severity incidents.
Incident Severity Levels
| Severity | Description | Initial Response |
|---|---|---|
| P1 - Critical | Platform unavailable or major outage | Within 2 hours |
| P2 - High | Major functionality affected | Within 8 business hours |
| P3 - Medium | Partial functionality issue | Within 3 business days |
| P4 - Low | General inquiries or minor issues | Within 7 business days |
Maintenance
Planned maintenance may occur periodically. Where possible:
- Advance notice will be provided.
- Maintenance will be scheduled during low-usage periods.
Emergency maintenance may occur without prior notice when necessary to protect security or platform stability.
Backup & Recovery
Digital Anumati maintains:
- Automated backups
- Disaster recovery procedures
- Business continuity plans
- Infrastructure redundancy where applicable
Customer Responsibilities
Customers should:
- Maintain secure credentials
- Notify us of incidents promptly
- Follow recommended security practices
- Maintain supported integrations
Service Exclusions
The SLA does not apply to issues resulting from:
- Customer configuration errors
- Internet connectivity issues
- Third-party systems outside Digital Anumati's control
- Force majeure events
- Customer-developed customizations
Support Channels
General Support: info@digitalanumati.com
Security Issues: dpo@digitalanumati.com