Service Level Agreement

Version 1.0 · Effective 25 August 2026

This SLA forms part of the Terms of Service and applies to customers on a paid plan. It does not apply during a free trial.

1. Uptime commitment

We commit to 99.9% monthly uptime for the web application and the mail synchronisation engine.

Uptime is calculated per calendar month as:

Uptime % = (Total minutes − Downtime minutes) / Total minutes × 100

2. What counts as downtime

Counted:

The application returns 5xx errors for more than 5 consecutive minutes.
Sign-in is unavailable.
Mail synchronisation is stopped for more than 60 minutes across all mailboxes.
Outbound sending fails for reasons within our control.

Not counted:

Scheduled maintenance announced at least 48 hours in advance.
Emergency security patching, capped at 4 hours per month.
Failure of your own mail provider, such as Gmail or Outlook.
Your own network, firewall or DNS problems.
Suspension for non-payment or breach of the Acceptable Use Policy.
Force majeure events as defined in the Terms.
Degradation caused by your use exceeding plan limits.

3. Service credits

Monthly uptime	Credit as % of that month's fee
99.9% or above	None
99.0% to 99.89%	10%
95.0% to 98.99%	25%
Below 95.0%	50%

Credits are applied against your next invoice. They are the sole and exclusive remedy for failure to meet the uptime commitment. Total credits in any month will not exceed that month's fee.

4. Claiming a credit

Email info@ajontec.com within 30 days of the incident.
Include the dates and times affected and a description of the impact.
We respond within 10 business days.

5. Support response targets

Severity	Definition	First response
Critical	Service unavailable for all users	2 hours
High	Major feature unusable, no workaround	1 business day
Normal	Feature impaired, workaround exists	2 business days
Low	Question, or cosmetic issue	3 business days

Support hours are Monday to Friday, 10:00 to 19:00 IST. Critical issues are monitored outside these hours.

6. Maintenance

Planned maintenance is announced at least 48 hours ahead by email and in-app.
It is scheduled between 23:00 and 05:00 IST wherever possible.
Emergency security patching may occur without notice; we notify as soon as practicable.

7. Backups and recovery

Measure	Commitment
Backup frequency	Daily, encrypted
Backup retention	90 days, rolling
Recovery point objective	24 hours
Recovery time objective	8 hours

8. Enterprise arrangements

Higher uptime commitments, faster response targets and out-of-hours cover are available under a separately negotiated Enterprise agreement. Contact info@ajontec.com.

9. Contact

Dream Blend Solutions Private Limited
Samastipur
Samastipur, Bihar 848101
India

Email: info@dreambspl.com
Phone: +91 7280008555