As a part of the Service Level Standards, we will use our best efforts to remedy any defects in the functioning of the Product within the below mentioned timelines, based on the categorization of a defect. These SLA are not applicable for Enterprise customers or those with customized pricing plans. Customer specific SLA's will be available for Enterprise Clients. 

Severity Type
Definition
Response Time Resolution Time
Urgent Customer’s business is severely impacted such that:
  • The customer cannot proceed with any activity
  • Loss of business revenue
  • Non availability of API
< 1 hour < 24 hours
High Key functionality is failing and blocks significant functionality in the system. It does not mean a shut-down or unavailability or API
< 12 hours < 48 hours
Medium Impacts a very small functionality in the product.
<  24 hours Based on time and effort estimation.
Low Any issue or change required by a specific customer, outside of the existing functionality of the product. 48 - 72 hours Based on time and effort estimation.