99.5% Uptime Commitment

Customer Support Policy & SLA

Effective Date: 1 January 2025 • Last Updated: 30 October 2026

1. Support Channels & Operating Hours

Channel	Availability	Applicable Plans	Contact Point
Email Support	24 Hours (Ticket Queue)	All Plans (Trial, Standard, Enterprise)	`support@staffmitr.in`
In-App Helpdesk & Chat	Mon – Sat: 9:00 AM – 7:00 PM IST	Standard & Enterprise Plans	Web Dashboard Widget
Dedicated Phone & WhatsApp	Mon – Sat: 9:00 AM – 8:00 PM IST	Enterprise & Custom Plans	Assigned Account Manager
Security & Breach Hotline	24 / 7 / 365 Priority	All Customers & Security Researchers	`security@staffmitr.in`

2. Incident Severity Levels & Response SLAs

Severity Tier	Definition	Target Response Time	Target Resolution
P1 — Critical	Total platform outage; failure to punch attendance across all kiosks; verified security breach.	< 1 Hour (24/7/365)	< 4 Hours
P2 — High	Core functionality impaired with no workaround (e.g. payroll engine failing on salary day, single kiosk offline).	< 4 Hours (Business hours)	< 12 Hours
P3 — Medium	Non-critical defect (e.g. report export delay, minor UI glitch, single employee sync failure).	< 12 Hours	< 48 Hours
P4 — Low	General inquiry, onboarding guidance, or feature suggestions.	< 24 Hours	Standard sprint cycle

3. 99.5% Uptime SLA & Service Credits

Staff Mitr commits to maintaining at least 99.5% monthly platform availability. If availability falls below 99.5% in any calendar month (excluding scheduled maintenance announced 48h in advance), paying customers may claim Service Credits on their next invoice:

99.0% – 99.49% Availability: 10% credit of monthly subscription fee.
95.0% – 98.99% Availability: 25% credit of monthly subscription fee.
Below 95.0% Availability: 50% credit of monthly subscription fee.