Service Level Agreement (SLA)
Last updated: April 21, 2026
Effective date: April 21, 2026
This SLA governs the availability and support commitments ProveIQ (operated by Talpro India Private Limited, CIN U74999KA2020PTC135946) extends to paying customers. It supplements, and is incorporated into, the Terms of Service. Free-tier accounts receive commercially reasonable effort but no contractual SLA.
1. Uptime Commitments
| Plan | Monthly Uptime | Measurement Window |
|---|---|---|
| Free / Candidate | Commercial best effort | n/a |
| Growth (Employer) | 99.5% | Rolling 30 days |
| Champions (College) | 99.5% | Rolling 30 days |
| Enterprise | 99.9% | Rolling 30 days, per contract |
Uptime is measured against the public API and authenticated application surfaces at proveiq.in, excluding: (a) scheduled maintenance announced ≥48h in advance; (b) Force Majeure (upstream cloud, DNS, or ISP failure outside our reasonable control); (c) customer-side misconfiguration; (d) security incidents requiring emergency isolation under DPDP Act §8(6).
2. Support Response SLAs
| Severity | Definition | Growth / Champions | Enterprise |
|---|---|---|---|
| S1 — Critical | Full outage or data-integrity incident | 24 hours | 4 hours |
| S2 — High | Partial outage, major feature unavailable | 2 business days | 8 business hours |
| S3 — Normal | Functional issue with workaround | 5 business days | 2 business days |
| S4 — Low | Cosmetic / enhancement request | 10 business days | 5 business days |
Business hours: Monday–Friday 09:00–18:00 IST, excluding Indian public holidays. S1 coverage is 24×7.
3. Service Credits
If ProveIQ fails to meet the monthly Uptime commitment, paying customers are entitled to the following service credits, applied against the following month's invoice:
| Monthly Uptime Achieved | Service Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% of monthly fee |
| < 99.0% and ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
| < 90.0% for two consecutive months | Customer may terminate with pro-rated refund |
Credits must be requested in writing to support@proveiq.in within 30 days of the affected billing period. Credits are the exclusive remedy for availability failures. Total credits in any given month are capped at 50% of that month's fee.
4. Status & Transparency
- Public status page: status.proveiq.in (incident history, sub-system uptime, maintenance calendar)
- Incident post-mortems published within 10 business days for every S1 event
- Scheduled maintenance window: Sundays 02:00–05:00 IST unless otherwise notified
5. Data Durability (non-SLA)
While not a service-credit-bearing SLA, ProveIQ commits to the following operational posture: Postgres point-in-time recovery with 35-day retention, daily off-site encrypted backups, 99.999999999% (eleven nines) underlying storage durability, and a documented Disaster Recovery runbook with RTO ≤ 4h and RPO ≤ 15min. See Trust Center for current evidence.
6. Changes
We may update this SLA. Material reductions in commitments will be notified to paying customers by email at least 30 days before they take effect and will not apply retroactively to an existing annual commitment.
7. Contact
SLA questions or credit requests: support@proveiq.in · Legal: legal@proveiq.in · Grievance Officer (DPDP Act 2023 §8(9)): grievance@proveiq.in