6. Service Levels & Support Policy

## 6.1 Availability target

- Target monthly uptime: **99.5%**, excluding scheduled maintenance (announced at least **24 hours** in advance, preferably in low-traffic windows) and force majeure.
- Service status updates and maintenance notices are published via the dashboard banner and email.

## 6.2 Service credits

| Monthly uptime | Credit (% of that month's subscription fee) |
|---|---|
| Below 99.5% – 99.0% | 10% |
| Below 99.0% – 95% | 25% |
| Below 95% | 50% |

Credits are your sole remedy for availability shortfalls, claimable within **30 days** of month-end, applied to future invoices.

## 6.3 Support

- Channels: **support@wephoton.in**, phone/WhatsApp **+91 89391 29202**, and in-dashboard.
- Hours: **Mon–Sat, 9:00–21:00 IST**; critical outages (ordering or payments down) attended **24×7**.
- Response targets: critical (ordering or payments down) · **2 hours**; major (feature degraded) · **8 business hours**; minor/how-to · **2 business days**.

## 6.4 Backups and continuity

Databases are backed up at least **daily**, retained for **30 days**, with encrypted off-server copies. Restores for merchant-caused data loss (e.g., bulk menu deletion) are best-effort and may be chargeable.

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