Effective Date: [JANUARY 2026]

Last Updated: [JANUARY 2026]

This Service Level Agreement Policy defines the service availability, support response standards, exclusions, and limitations applicable to SolarSaaS customers.

This SLA should be read together with our Terms and Conditions, Privacy Policy, subscription plan, quotation, proposal, invoice, order form, and any applicable service agreement.

By using SolarSaaS, you agree to this SLA Policy.

1. About SolarSaaS Service

SolarSAAS provides a cloud-based CRM and ERP platform for solar companies. The platform supports lead management, quotations, projects, procurement, installation, invoicing, maintenance, reporting, and related business operations.

SolarSAAS is hosted using third-party cloud infrastructure, including DigitalOcean cloud hosting and related cloud services. Platform availability is therefore dependent on SolarSAAS application services, third-party cloud infrastructure, internet connectivity, third-party integrations, and customer-side systems.

2. Availability Target

SolarSAAS will use commercially reasonable efforts to maintain platform availability for paid production customers.

Unless otherwise agreed in writing, SolarSAAS targets 99.5% monthly platform availability for the core SolarSAAS application.

This is a service target, not an absolute guarantee.

SolarSAAS does not guarantee uninterrupted, error-free, or continuous access to the platform.

3. Availability Calculation

Monthly availability is calculated as:

Total minutes in the calendar month minus confirmed unplanned downtime, divided by total minutes in the calendar month.

Downtime will only count when the core SolarSAAS production platform is unavailable due to an issue within SolarSAAS’s reasonable control.

The following are not counted as downtime:

1. Scheduled maintenance.
2. Emergency maintenance.
3. Customer-side internet, device, browser, or network issues.
4. Customer-side configuration or user errors.
5. Third-party software or API failures.
6. DigitalOcean or other cloud provider outages.
7. Payment gateway, email, SMS, WhatsApp, mapping, accounting, or external integration failures.
8. Force majeure events.
9. Security incidents requiring temporary suspension.
10. Downtime caused by customer misuse, excessive usage, or breach of terms.
11. Downtime affecting trial, demo, sandbox, staging, or non-production environments.
12. Downtime caused by customer-requested changes, development, deployment, or testing.

4. Hosting Dependency

SolarSAAS uses DigitalOcean cloud infrastructure and may use other third-party tools or service providers.

SolarSAAS’s responsibility is limited to managing the SolarSAAS application and services within its reasonable control.

SolarSAAS is not responsible for downtime, data delay, service interruption, or performance degradation caused by DigitalOcean, cloud infrastructure providers, internet service providers, third-party APIs, third-party tools, or customer-side systems.

Any credits, remedies, or compensation provided by DigitalOcean or other third-party providers are subject to their own policies. SolarSAAS is not required to automatically pass through any third-party service credit to customers.

5. Scheduled Maintenance

SolarSAAS may perform scheduled maintenance to improve security, performance, reliability, and platform features.

Where practical, SolarSAAS will attempt to schedule maintenance during low-usage periods and may notify customers in advance.

Scheduled maintenance is excluded from SLA availability calculation.

6. Emergency Maintenance

SolarSAAS may perform emergency maintenance without prior notice where required for:

1. Security protection.
2. Bug fixes.
3. Server stability.
4. Data protection.
5. Performance issues.
6. Hosting provider requirements.
7. Urgent technical incidents.

Emergency maintenance is excluded from SLA availability calculation where it is required to protect the platform, data, users, or SolarSAAS business interests.

7. Support Channels

SolarSAAS may provide support through approved channels such as:

1. Email.
2. Support portal.
3. WhatsApp or business messaging, if offered.
4. Online meeting, if required and agreed.
5. Ticketing system, if available.

Support requests must include clear details, screenshots, affected users, error messages, business impact, and steps to reproduce the issue where applicable.

SolarSAAS is not responsible for delays caused by incomplete information, unclear issue reporting, unavailable customer users, or lack of access required for investigation.

8. Support Hours

Unless otherwise agreed in writing, SolarSAAS support is provided during standard business working hours:

Business Hours: [9:00 AM ~ 9:00 PM]

Business Days: [MONDAY ~ SATURDAY]

Time Zone: [IST]

Support outside business hours, weekend support, holiday support, emergency support, or dedicated support may require a separate paid support plan.

9. Support Priority Levels

Response time means SolarSAAS’s first acknowledgement or initial review. It does not mean final resolution.

Resolution time depends on issue complexity, customer response, third-party dependency, development requirement, testing, deployment cycle, and technical feasibility.

10. What Support Includes

Standard support may include:

1. Platform usage guidance.
2. Standard feature assistance.
3. Issue review.
4. Basic troubleshooting.
5. Bug investigation.
6. Configuration guidance.
7. User access support.
8. General operational assistance related to the subscribed modules.

11. What Support Does Not Include

Unless separately agreed and paid, support does not include:

1. Custom development.
2. New feature development.
3. Data cleansing or correction.
4. Repeated training.
5. Business process redesign.
6. Accounting, tax, legal, or engineering advice.
7. Third-party software troubleshooting.
8. Customer device, browser, internet, or network support.
9. On-site support.
10. Emergency support outside business hours.
11. Large-scale data migration or re-import.
12. Custom report or dashboard development.
13. Issues caused by unauthorized changes or customer misuse.

These services may be handled as paid professional services or change requests.

12. Incident Handling

When an incident is reported, SolarSAAS may:

1. Acknowledge the issue.
2. Review the reported impact.
3. Classify the priority level.
4. Investigate the issue.
5. Request additional information.
6. Provide a workaround where possible.
7. Apply a fix, configuration change, or patch where required.
8. Escalate to hosting or third-party providers if needed.
9. Notify the customer once resolved or updated.

SolarSAAS may reclassify issue priority based on actual technical and business impact.

13. Customer Responsibilities

The customer is responsible for:

1. Providing accurate issue details.
2. Maintaining active paid subscription.
3. Ensuring users are trained.
4. Managing user access and passwords.
5. Using supported browsers and devices.
6. Maintaining customer-side internet and systems.
7. Providing timely approvals and responses.
8. Not misusing the platform.
9. Not making unauthorized changes.
10. Keeping backup copies of important exported business records.
11. Ensuring third-party accounts and integrations remain active.
12. Paying all subscription and service fees in advance.

SolarSAAS is not responsible for delays, downtime, data issues, or losses caused by customer-side failures or non-cooperation.

14. Data Backup and Recovery

SolarSAAS may maintain backups as part of its operational and hosting practices.

Backups are intended for platform recovery and business continuity. They are not a replacement for the customer’s own business recordkeeping, exports, or compliance obligations.

Data restoration requests may be subject to technical feasibility, availability of backup, verification, and additional charges.

SolarSAAS does not guarantee recovery of every deleted, modified, corrupted, or overwritten record, especially where the issue was caused by customer action, user mistake, import error, third-party sync, or unauthorized internal access.

15. Service Credits

Unless expressly agreed in a separate written agreement, SolarSAAS does not provide automatic refunds or cash compensation for downtime.

If SolarSAAS fails to meet the stated monthly availability target due to an issue fully within SolarSAAS’s reasonable control, SolarSAAS may, at its sole discretion, provide a service credit.

Any service credit will be:

1. Applied only to future SolarSAAS subscription fees.
2. Not paid in cash.
3. Not transferable.
4. Not applicable to implementation, customization, training, support, integration, migration, or professional service fees.
5. Limited to the affected paid production subscription only.
6. Subject to customer submitting a valid claim within 7 days of the incident.

The maximum service credit shall not exceed 5% of the monthly subscription fee paid for the affected month.

Service credits are the customer’s sole and exclusive remedy for any failure to meet the SLA target.

16. SLA Claim Process

To request a service credit, the customer must submit a written claim within 7 days of the incident.

The claim must include:

1. Customer name.
2. Affected account or workspace.
3. Date and time of the incident.
4. Description of the issue.
5. Screenshots or evidence.
6. Affected users.
7. Business impact.
8. Any available logs or error messages.

SolarSAAS will review the claim in good faith. SolarSAAS’s system logs, monitoring records, hosting provider records, and internal investigation shall be used to determine whether downtime qualifies under this SLA.

Failure to submit a claim within 7 days waives the right to request service credit.

17. SLA Exclusions

This SLA does not apply to:

1. Free trials.
2. Demo accounts.
3. Sandbox or staging environments.
4. Beta features.
5. Experimental features.
6. Third-party integrations.
7. Customer-side internet or device issues.
8. Customer-side configuration mistakes.
9. User errors.
10. Data import errors.
11. Data entered incorrectly by customer users.
12. Downtime caused by unpaid invoices or expired subscriptions.
13. Suspended accounts.
14. Force majeure events.
15. Cyberattacks or security events outside SolarSAAS’s reasonable control.
16. Scheduled or emergency maintenance.
17. Any service not fully paid in advance.

18. Suspension of Service

SolarSAAS may suspend access without SLA liability if:

1. Payment is overdue.
2. Subscription has expired.
3. Customer breaches Terms and Conditions.
4. Customer creates security or performance risk.
5. Customer misuses the platform.
6. Customer exceeds agreed usage limits.
7. Required third-party services are unavailable.
8. SolarSAAS is required to suspend access for legal, security, or operational reasons.

No SLA credit will apply during suspension.

19. Limitation of Liability

SolarSAAS shall not be liable for indirect, incidental, special, punitive, or consequential losses, including loss of profit, revenue, business, customers, opportunity, data, goodwill, project delays, installation delays, or customer disputes.

SolarSAAS’s total liability shall remain limited as stated in the SolarSAAS Terms and Conditions.

This SLA does not create any additional warranty, guarantee, liability, or compensation obligation beyond what is expressly stated in this policy.

20. Changes to This SLA

SolarSAAS may update this SLA Policy from time to time.

Updated versions may be published on the website or communicated through reasonable channels.

Continued use of SolarSAAS after updates means the customer accepts the revised SLA Policy.

Contact Us

For SLA-related questions or support requests, please contact:

SolarSAAS

Website: https://solarsaas.com

Email: [INFO@SOLARSAAS.COM]