ORALZY targets a monthly Service availability of 99.9% ("Uptime SLA") for the production Service.
The Service is treated as "available" in any one-minute interval if the public production endpoint api.oralzy.com/api/health returns HTTP 200 to ORALZY's internal monitoring probes from at least one Indian POP.
Monthly Uptime % = (Total minutes in month − Excluded Downtime − Eligible Downtime) / (Total minutes in month − Excluded Downtime) × 100.
The following events are not counted as downtime:
Where Monthly Uptime falls below the Uptime SLA solely because of a fault attributable to ORALZY, the Customer may, on written request submitted to [email protected] within thirty (30) days of the affected month, receive a Service Credit calculated as a percentage of the Monthly Subscription Fee for the affected month:
| Monthly Uptime | Service Credit |
|---|---|
| ≥ 99.9% | 0% |
| ≥ 99.0% and < 99.9% | 10% |
| ≥ 95.0% and < 99.0% | 25% |
| < 95.0% | 50% |
ORALZY provides email support at [email protected] on business days, with the following targets by Severity:
| Severity | Definition | First-response target | Workaround / Resolution target |
|---|---|---|---|
| Sev-1 — Critical | Production Service is fully unavailable, or core clinical workflow (login, appointment, billing, prescription) is broken for the entire Customer. | Within 2 business hours | Continuous effort until workaround in place |
| Sev-2 — High | Major feature is impaired or unusable for many users; meaningful workaround exists. | Within 1 business day | Within 5 business days |
| Sev-3 — Standard | Minor feature issue, cosmetic defect, or single-user query. | Within 2 business days | Best-effort, prioritised in normal release cycle |
| Sev-4 — Request | Feature request, documentation question, how-to guidance. | Within 3 business days | Triaged into roadmap; no commitment |
Business hours: Monday to Saturday, 10:00 to 19:00 IST, excluding public holidays observed by ORALZY in its registered city.
Customers should report incidents to [email protected] with: clinic name, registered admin email, severity assessment, steps to reproduce, screenshots/recordings where possible, and the impact on the clinic's operations. Severity claimed by the Customer is reviewed by ORALZY, which may reclassify the ticket on objective evidence.
Routine maintenance is normally scheduled for low-usage windows (typically 02:00–04:00 IST) and announced inside the Service and by email at least 48 hours in advance. Emergency maintenance for security or stability may be carried out with shorter notice.
Neither Party is liable for failure to meet SLA targets caused by events beyond reasonable control, including natural disasters, war, terrorism, civil unrest, government action, pandemics, internet backbone failures, attacks of unprecedented scale, or upstream vendor failures.
Material incidents and post-incident reports are communicated by email to admin contacts and, for prolonged outages, by a banner inside the Service. ORALZY may publish a status page in future; until then, email is the canonical channel.
This SLA may be revised. Material reductions in commitments will be communicated to admin contacts at least 30 days in advance and will not retroactively affect commitments for the current billing period.