Service Level Agreement (SLA)
Operated by Swadesh Mobile Private Limited · India · Last updated: 20 June 2026
This SLA forms part of the Terms of Service and applies to paid plans in good standing.
Contents
1. AVAILABILITY COMMITMENT
We will use commercially reasonable efforts to make the core platform available at least 99.9% of the time each calendar month (“Monthly Uptime”), measured as (total minutes − Downtime minutes) ÷ total minutes. “Downtime” means sustained unavailability of core call-handling confirmed by our monitoring, excluding Section 3 items.
2. SUPPORT TARGETS
- P1 — Critical (platform down / agents not answering): target first response 1 hour.
- P2 — Major: 4 business hours.
- P3 — Minor / question: 1 business day.
3. EXCLUSIONS
Downtime excludes: scheduled or emergency maintenance (notified where practicable); issues caused by upstream telecom carriers/SIP partners, the internet, power outages, the Customer’s configuration, prompts, or integrations; force majeure; suspension for breach or non-payment; and beta features.
4. SERVICE CREDITS
- Below target but ≥ 99.0% → 10% of that month’s fee as wallet credit.
- Below 99.0% but ≥ 95.0% → 25%.
- Below 95.0% → 50%.
Contact
Support: support@9278.io · Legal: legal@9278.io Swadesh Mobile Private Limited (9278.io), 1108, Sureshwari Techno IT Park Premises CHS, Link Road, Borivali West, Mumbai, Maharashtra 400092, India.