Service Level Agreement

This Service Level Agreement describes the level of service you can expect from The Pramukh, and what we do when things go wrong. It applies to communities on an active subscription and forms part of our Terms and Conditions.

1. Our uptime commitment

We aim to keep The Pramukh available 99.5% of the time in a calendar month, measured across the platform. This target excludes:

Planned maintenance, which we schedule during low-usage hours and, wherever possible, tell you about in advance.
Problems caused by third-party services outside our control - for example payment gateways (PayU, Razorpay), notification providers, or your own internet connection.
Events beyond our reasonable control (natural events, major infrastructure or provider outages).

2. Support

You can reach our support team at support@thepramukh.org, Monday to Saturday, 10:00 AM to 6:00 PM (IST). We handle issues by priority:

Priority	Example	First response we aim for
Critical	The App is down for everyone, or subscription payment is failing	Within 8 working hours
High	A key feature (maintenance, ledger, chat) is not working	Within 1 working day
Normal	A minor issue, question, or feature request	Within 2-3 working days

These are target response times, not guaranteed resolution times. Some fixes take longer, and we will keep you updated while we work on them.

3. Data and backups

We take regular backups of platform data so that, in the event of a serious failure, a community's records can be restored to a recent point. Community files and chat media are subject to a storage limit of 50 GB per community, with a maximum of 50 MB per file.

4. What this SLA does not cover

Maintenance money - The Pramukh does not collect or hold maintenance or dues, so no financial guarantee applies to money paid offline within a society.
Wrong entries or decisions made by a community's own members.
Issues caused by misuse of the App, or by breaking the Terms and Conditions.
Free trials, dummy/test communities, and unpaid accounts.

5. If we miss our commitment

If a verified, prolonged outage on our side seriously affects your paid subscription, contact us and we will review it. Where appropriate, we may extend your subscription period as a fair remedy. This extension is the sole remedy under this SLA.

6. Changes

As the platform grows, we may improve and update this SLA. The current version is the one shown here, with the date at the top.

7. Contact

For anything related to service or support, write to support@thepramukh.org.