1. Overview and Applicability
This SLA applies to all paid subscriptions to FieldDNA and covers the hosted web application, APIs, and mobile application backend. It does not cover the FieldDNA mobile app client itself (which is subject to the device operating system's availability) or any services provided by third parties not under Invasystems' direct control.
Enterprise customers may negotiate enhanced SLA terms as part of their Order Form. Where an Order Form specifies enhanced commitments, those terms prevail over the standard SLA set out in this document for the applicable customer.
2. Definitions
| Term | Meaning |
|---|---|
| Availability / Uptime | The percentage of time in a given calendar month during which the Service is accessible and functional, excluding Scheduled Maintenance and Excluded Downtime. |
| Downtime | Any period during which the Service is completely inaccessible or functionally inoperable for the Customer, excluding Scheduled Maintenance and Excluded Downtime. |
| Incident | An unplanned interruption, degradation, or material reduction in the quality of the Service. |
| Monthly Uptime % | Calculated as: ((Total Minutes in Month − Downtime Minutes) / Total Minutes in Month) × 100 |
| Scheduled Maintenance | Planned downtime for upgrades, patches, or infrastructure changes, notified in advance per Section 4. |
| Excluded Downtime | Downtime caused by factors outside Invasystems' control, as described in Section 9. |
| Service Credit | A credit applied to the Customer's next invoice as compensation for Downtime exceeding SLA thresholds. |
| Response Time | The time elapsed between Invasystems receiving a support request and acknowledging it with an assigned priority and owner. |
| Resolution Time | The time elapsed between the initial acknowledgement of an incident and its full resolution (Service restored to normal operation). |
3. Uptime Commitment and Service Availability
3.1 Monthly Uptime Targets by Plan
3.2 Availability Measurement
Invasystems measures uptime using automated synthetic monitoring probes that check the availability and response of core Service endpoints every [1] minute from multiple geographic locations. Monitoring data is used to calculate monthly uptime and to trigger incident response. The Customer may also reference the FieldDNA Status Page at [status.fielddna.com] for real-time and historical availability data.
3.3 Service Components Covered
| Component | Covered by SLA? | Notes |
|---|---|---|
| FieldDNA Web Application | ✅ Yes | Full availability commitment applies |
| REST API (for integrations) | ✅ Yes | Same uptime commitment as web app |
| Mobile App Backend / Push Notifications | ✅ Yes | Backend infrastructure covered; app store delivery not covered |
| AI Route Optimisation Engine | ⚠️ Best Effort | Degraded mode (standard routing) available if AI engine unavailable |
| Reporting and Dashboard Engine | ✅ Yes | Report generation may have additional latency during high load |
| Email Notifications | ⚠️ Best Effort | Dependent on third-party email delivery providers |
| Third-party Integrations (ERP, CRM) | ❌ No | Availability depends on third-party systems |
4. Scheduled Maintenance
4.1 Standard Maintenance Window
Invasystems conducts routine maintenance during the following low-impact window: Sundays, 01:00–05:00 IST. Maintenance during this window does not count as Downtime for SLA purposes.
4.2 Advance Notice
| Maintenance Type | Estimated Duration | Notice Period | Notification Channel |
|---|---|---|---|
| Routine (patches, minor upgrades) | < 30 minutes | 48 hours | Status Page + email to admin |
| Significant (major version, infrastructure) | 30 min – 4 hours | 7 days | Status Page + email + in-app banner |
| Emergency (security patch, critical fix) | Variable | Best effort (may be zero) | Status Page + email ASAP |
4.3 Customer Maintenance Requests
Enterprise customers may request that Invasystems schedule maintenance outside the standard window (e.g., during a regional off-peak period). Invasystems will accommodate such requests on a best-effort basis, subject to operational constraints.
5. Incident Priority Levels
Invasystems classifies all incidents and support requests using the following priority framework:
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete Service unavailability, or a major module non-functional for all users. Significant business impact. No workaround available. | Platform login failure; all users unable to access; complete API outage; data loss event |
| P2 — High | Core functionality severely degraded. Material business impact. No reasonable workaround, or workaround requires significant effort. | Order processing module down; location tracking failed for all field users; AI recommendations unavailable for >50% of users |
| P3 — Medium | Non-critical functionality impaired. Limited business impact. Workaround exists. | Reports generating slowly; specific dashboard widget not loading; push notifications delayed; individual user account issues |
| P4 — Low | Minor issue, cosmetic problem, or general enquiry. No material business impact. | UI display issue on one screen; feature request; documentation question; configuration help |
6. Support Response and Resolution Times
6.1 Standard Support (included in all paid plans)
| Priority | Initial Response | Target Resolution | Communication Cadence |
|---|---|---|---|
| P1 Critical | 1 hour | 4 hours | Updates every 30 minutes until resolved |
| P2 High | 4 business hours | 1 business day | Updates every 2 hours until resolved |
| P3 Medium | 1 business day | 5 business days | Updates every business day |
| P4 Low | 2 business days | Next sprint / best effort | Updated when status changes |
6.2 Enhanced Support (Enterprise / Premium Tier)
| Priority | Initial Response | Target Resolution | Additional Features |
|---|---|---|---|
| P1 Critical | 30 minutes (24×7) | 2 hours | Bridge call initiated; executive escalation |
| P2 High | 1 hour (business hours) | 4 business hours | Named engineer assigned |
| P3 Medium | 2 business hours | 2 business days | — |
| P4 Low | 4 business hours | 5 business days | — |
Business hours: Mon–Fri, 09:00–18:00 IST, excluding Indian public holidays. P1 critical incidents are handled 24×7 for all plans. "Resolution" means the Service is restored to normal operation; root cause analysis is delivered separately within [5] business days for P1/P2 incidents.
7. Incident Management Process
7.1 Detection and Alerting
Invasystems uses continuous automated monitoring to detect incidents. When a threshold breach is detected, on-call engineers are automatically alerted and a status page update is posted within [15] minutes of confirmed impact.
7.2 Incident Communication
During an active incident, Invasystems will:
- Post real-time updates on the Status Page (status.fielddna.com)
- Send email alerts to designated Customer contacts for P1 and P2 incidents
- Provide in-app banners for platform-wide issues where the Service is partially accessible
- Deliver a post-incident report (PIR) for all P1 and significant P2 incidents within [5] business days of resolution, covering: timeline, root cause, impact scope, and corrective actions
7.3 Escalation Path
| Escalation Level | Trigger | Owner |
|---|---|---|
| L1 — Support Engineer | Incident detected or support ticket raised | On-call Support Engineer |
| L2 — Senior Engineer | P1/P2 not resolved within initial target, or Customer escalation | Senior Platform/Backend Engineer |
| L3 — Engineering Lead | P1 not resolved within 2 hours; data integrity risk | Engineering Lead + VP Engineering |
| Executive | Major data incident, extended P1 (>4 hours), or Customer executive escalation | CTO / CEO |
8. Service Credits
8.1 Credit Schedule
If Invasystems fails to meet the monthly Uptime commitment for the Customer's plan in any calendar month, the Customer is entitled to a Service Credit calculated as follows:
| Monthly Uptime Achieved | Starter Plan Credit | Growth Plan Credit | Enterprise Plan Credit |
|---|---|---|---|
| ≥ 99.9% | 0% | 0% | 0% |
| 99.5% – <99.9% | 0% | 0% | 10% of monthly fee |
| 99.0% – <99.5% | 0% | 10% of monthly fee | 20% of monthly fee |
| 95.0% – <99.0% | 10% of monthly fee | 20% of monthly fee | 30% of monthly fee |
| < 95.0% | 20% of monthly fee | 30% of monthly fee | 50% of monthly fee |
Maximum credit: Service Credits are capped at 50% of the Customer's monthly subscription fee in any single calendar month, regardless of the number or duration of incidents. Credits have no cash value, are non-transferable, and apply only to the next invoice.
8.2 Sole Remedy
Service Credits are the Customer's sole and exclusive remedy for Downtime or SLA breaches, except in cases of gross negligence or wilful misconduct by Invasystems, or as otherwise expressly provided in the Customer Subscription Agreement.
9. Exclusions
The following do not count as Downtime and are excluded from SLA calculations:
- Scheduled Maintenance — as described in Section 4
- Force Majeure Events — natural disasters, governmental actions, pandemics, or other events beyond Invasystems' reasonable control
- Customer-caused incidents — outages caused by Customer actions or inactions, including: misconfiguration by Customer administrators; Customer code or integrations causing API overload; use of the Service in violation of the Terms or Documentation
- Third-party services — outages in third-party platforms outside Invasystems' control (e.g., Azure regional outages, customer's own internet service provider, DNS providers, or customer-operated integrations)
- Beta or preview features — features explicitly labelled as "Beta", "Preview", or "Experimental" are not covered by this SLA
- Free trials — trial accounts are not covered by this SLA
- Customer network issues — connectivity problems on the Customer's own network, including on-device issues with field representatives' mobile devices or local network configurations
- Planned capacity scaling — brief latency increases (< 5 minutes) during auto-scaling events triggered by traffic spikes
10. How to Claim Service Credits
- Check the Status Page: Confirm the incident is recorded at status.fielddna.com and note the incident reference number.
- Submit a credit request: Email billing@invasystems.com within 30 days of the end of the affected month. Include: your account name, the billing month, the incident reference number(s), and the downtime periods you experienced.
- Verification: Invasystems will verify the claimed downtime against our monitoring records within [10] business days and notify you of the approved credit amount.
- Credit applied: Approved credits are applied to the next invoice. If no invoice is due (e.g., subscription is ending), the credit will be refunded in cash.
Important: Credit claims must be submitted within 30 calendar days of the end of the affected billing month. Claims submitted after this window will not be honoured.
11. Reporting and Transparency
11.1 Status Page
Invasystems maintains a public Status Page at status.fielddna.com displaying:
- Real-time component status (operational / degraded / outage)
- Active incident details and updates
- Historical uptime data for the past 90 days
- Scheduled maintenance announcements
11.2 Monthly SLA Reports
Enterprise customers receive a monthly SLA report within [10] business days of the end of each calendar month. The report includes: actual monthly uptime percentage per component; incident log summary (number, duration, and priority of incidents); any service credits applicable; and planned maintenance for the coming month.
11.3 Quarterly Business Reviews
Enterprise customers on Premium Support plans receive a Quarterly Business Review (QBR) covering: SLA performance trends; product roadmap updates relevant to the customer; usage analytics and adoption insights; and upcoming changes with potential impact.
12. SLA Review and Updates
Invasystems reviews and updates this SLA at least annually. Material changes will be communicated with at least [30] days' advance notice via email to Customer account administrators and a notice on the Status Page. Customers may object to material changes within [15] days; unresolved objections may entitle the Customer to terminate the affected Order Form without penalty per the terms of the Customer Subscription Agreement.
13. Contact and Escalation
Support Channels
| Channel | Use For | Contact |
|---|---|---|
| In-app Help / Chat | P3/P4 issues, general questions | Available within FieldDNA (business hours) |
| Email Support | All incidents and requests | support@invasystems.com |
| P1 Emergency Hotline | Critical production outages | [+91 XX XXXX XXXX] (24×7 for Enterprise) |
| Status Page | Real-time status & incident tracking | status.fielddna.com |
| Billing / Credits | SLA credit claims, invoice disputes | billing@invasystems.com |