Service Level Agreement

Last Updated: July 17, 2026

1. Introduction

This Service Level Agreement (“SLA”) describes availability targets for InstiCloud and InstiSignal provided by E Acad Sutra. It supplements the Terms of Service and does not create a guarantee of uninterrupted service.

2. Scope

Covered:

  • InstiCloud web application availability for subscribed modules
  • InstiSignal web application availability for messaging console, automations configuration, and inbox features we host

Not covered as “our downtime”:

  • Meta WhatsApp Cloud API outages, template delays, quality-rating limits, or number restrictions
  • Customer internet, device, or local network issues
  • Third-party AI provider outages (OpenAI / Flowise) when those features are enabled
  • Payment gateway interruptions
  • Force majeure, DDoS beyond reasonable mitigation, or issues caused by customer misuse

3. Availability Target

We target 99.0% monthly uptime for the hosted application control plane (login and core dashboards), excluding scheduled maintenance and the exclusions above. This is a commercial target, not an unconditional warranty.

4. Scheduled Maintenance

We may perform maintenance with notice through the product, email, or status communication when practical. Emergency security maintenance may occur with little or no prior notice.

5. WhatsApp Delivery

Message send/receive success depends on Meta. Meta Platforms is an independent service provider and WhatsApp Business API performance is governed by Meta. Template approval times, throughput limits, and delivery failures are outside this SLA.

6. Support

Support requests may be sent to contact@insti.cloud. We prioritise platform-wide outages and security incidents over individual configuration questions.

7. Remedies

Unless an enterprise order form expressly provides service credits, the remedies for dissatisfaction are those in the Terms of Service and Refund Policy. No SLA credit is automatic for Meta-related messaging failures.

8. Governing Law

This SLA is governed by the laws of India, with jurisdiction in Maharashtra, India.

9. Contact

E Acad Sutra · contact@insti.cloud · insti.cloud · signal.insti.cloud