1. Uptime commitment
Orgainse will use commercially reasonable efforts to make the ORQYNE platform available at the following monthly uptime percentages, calculated as: (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100.
Uptime by tier
- Starter — 99.5% (best-effort, no service credits)
- Professional — 99.9% (≈ 43m 49s downtime/month)
- Enterprise — 99.95% (≈ 21m 54s downtime/month, 24×7 paging)
2. Excluded events
- Scheduled maintenance announced ≥ 48h in advance
- Force majeure (natural disasters, internet backbone outages, sovereign acts)
- Customer-side network or device issues
- Misuse, violation of Acceptable Use, or unauthorised access by Customer
- Third-party services Customer chooses to integrate (Stripe, Slack, OAuth providers)
3. Support response times
- SEV-1 (production down) — 15 minutes (Enterprise), 1 business hour (Professional), 1 business day (Starter)
- SEV-2 (major impairment) — 1 business hour, 4 business hours, 1 business day
- SEV-3 (minor) — 1 business day across all tiers
- SEV-4 (cosmetic / feature request) — best-effort, tracked in roadmap
4. Service credits
When monthly uptime falls below the committed level, Customer may claim a service credit (10% of monthly fees for the affected service if uptime is 99.0–99.89%; 25% if uptime is 95.0–98.99%; 50% if uptime is below 95.0%). Claims must be submitted within 30 days of the affected month to support@orgainse.com.
5. Status & transparency
A real-time status page is published at status.orqyne.live (rolling 90-day uptime, incident history, scheduled maintenance windows). Major incidents are followed by a public post-mortem within 5 business days.
Governing law
This document is governed by the laws of India for engagements originating from the Corporate Office in Bengaluru, and by the laws of the State of Texas, USA for engagements originating from the Headquarters in Austin. Forum selection follows the engagement origin.
Contact for legal matters
For any legal notice, data-subject request, or compliance enquiry related to this document, contact support@orgainse.com with the relevant subject line (“Privacy”, “DPA Request”, “SLA Claim”, “Cookie Preferences”, etc.).