Legal
Service Level Agreement
Last updated: 17 May 2026. What you can expect from us — in writing.
Uptime commitment
| Plan | Monthly uptime target | Service credit if missed |
|---|---|---|
| Starter | 99.5% | 10% of monthly fee per 1% missed |
| Pro | 99.9% | 20% of monthly fee per 0.5% missed |
| Enterprise | 99.95% (custom) | Custom — defined in your MSA |
How uptime is measured
Outbound HTTP checks from three Indian cities (Mumbai, Delhi, Bengaluru) every 60 seconds. We publish results live at status.ketpy.com.
Support response targets
| Severity | First response | Channel |
|---|---|---|
| S1 — full outage | ≤ 15 minutes | Phone + WhatsApp + email |
| S2 — major feature broken | ≤ 1 hour | WhatsApp + email |
| S3 — minor bug | Same business day | |
| S4 — feature request | 3 business days |
Planned maintenance
Maintenance windows are scheduled on Sundays 02:00 – 04:30 IST and announced at least 72 hours in advance via email + in-app banner. Planned maintenance does not count against uptime.
Incident communication
For any S1 incident, we post a status update within 10 minutes of acknowledgement, and every 30 minutes until resolved. A root-cause analysis email goes out within 5 business days.
Excluded events
- Force majeure (natural disasters, government action, internet backbone failures).
- Customer-caused issues (mis-configured DNS, exhausted plan limits, abuse).
- Beta features explicitly marked as such.
How to claim a credit
Email info@ketpy.com within 30 days of the incident with the affected dates. Credits apply to the next invoice.
Contact
For SLA escalations, write to info@ketpy.com or call our 24×7 hotline listed in your MSA.