SLA & Support Policy
Service Level Agreement (SLA) and Support Policy
Document ID: TC-LEGAL-006
Title: SLA & Support Policy
Version: 1.1
Last updated: 2026-10-24
Publisher: Timecampus Technologies Pvt. Ltd. (Burdenoff Group)
Canonical location: https://burdenoff.com/contracts/timecampus/TC-LEGAL-006
Burdenoff Group Contract Registry — root at https://burdenoff.com/contracts (one subgroup per product). The contracts referenced in this document belong to the TimeCampus subgroup at https://burdenoff.com/contracts/timecampus/. Every referenced contract is identified by its Document ID (TC-LEGAL-### / TC-PRICING-###) and incorporated by reference.
Status: Published v1.1 — effective 2026-10-24. Reviewed against the production platform and approved for publication by the founder (India jurisdiction); outside-counsel review checkpoints are tracked in TC-LEGAL-REG. Applies to: the paid SLA add-on for Enterprise Customers (Section 2 below); and the Support tiers that apply by default to each plan (Section 6 below).
This document is incorporated by reference into the MSA and, where the SLA add-on is purchased, into the Order Form. The SLA is not bundled with any non-Enterprise plan: those plans are provided on a best-effort basis, with no service credits. Enterprise Customers may purchase the SLA as a paid, separately negotiated add-on stated on the Order Form. Service credits, where applicable under a purchased SLA add-on, are the Customer's sole and exclusive remedy for SLA breach (MSA §11.2).
1. Scope and definitions
- "Service" — the production TimeCampus multi-tenant SaaS Service, excluding Customer-controlled integrations (calendar/PSA, expense and billing bureau, project-tracking tool, accounting), third-party integration providers, BYO integrations, beta features, and dedicated/self-managed deployments (which are governed by separate Enterprise Order Forms).
- "Monthly Uptime Percentage" —
(Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month × 100. - "Downtime" — any minute during which all core Service capabilities (sign-in, GraphQL API gateway, core time operations / time and project tracking / billable projects orchestration) are unavailable for the Customer due to a fault in Timecampus's infrastructure or software, as measured by Timecampus's monitoring systems. The authoritative uptime source is the Burdenoff Group status page at https://status.burdenoff.com, which publishes status for all Burdenoff Group products, including TimeCampus.
- "Excluded Events" — (a) scheduled maintenance announced at least 48 hours in advance; (b) emergency maintenance to address security or stability risk; (c) Force Majeure events; (d) Customer's acts, configurations, integrations or network; (e) third-party integration or verification-provider issues; (f) payment-processor (Stripe / Razorpay) outages; (g) abuse / DDoS mitigation actions; (h) beta features; (i) non-Enterprise and trial accounts (excluded entirely from this SLA); (j) cloud provider regional outages where Timecampus has not committed multi-region failover for the Customer.
2. SLA add-on (Enterprise only)
2.1 The SLA add-on is a paid, separately negotiated add-on available to Enterprise Customers only. Pricing, monthly uptime commitment, service-credit schedule, and any deviations from this Policy are set on the Order Form.
2.2 Default tiers offered for the Enterprise SLA add-on (priced per Order Form):
| Tier | Monthly Uptime Commitment |
|---|---|
| Enterprise SLA — Standard | 99.9% |
| Enterprise SLA — Plus | 99.95% |
| Enterprise SLA — Premium (with multi-region / dedicated tenant) | 99.99% if expressly stated in the Order Form |
2.3 Dedicated / self-managed deployments are out of scope where Customer operates the environment.
2.4 Non-Enterprise plans do not have an SLA, do not accrue service credits, and have no uptime commitment. Customer's remedy for service issues on non-Enterprise plans is termination of the affected portion of the Service per the MSA, plus a pro-rata refund of prepaid, unused Fees where applicable.
3. Service credits (Enterprise SLA add-on only)
Where an Enterprise Customer has purchased the SLA add-on, the following service-credit schedule applies unless the Order Form specifies otherwise:
| Monthly Uptime Percentage | Service Credit (% of monthly Fee for the affected Service) |
|---|---|
| < commitment but ≥ 99.0% | 10% |
| < 99.0% but ≥ 95.0% | 25% |
| < 95.0% | 50% |
Credits are calculated on the monthly subscription Fees for the affected Service (excluding professional services, billable projects fees, add-on one-time charges, taxes, and pass-through costs), and only on the Enterprise Customer's Order Form that includes the SLA add-on.
4. Credit request process
To request a credit, Customer must:
- Submit a written request to support@timecampus.com within 30 days of the end of the calendar month in which the Downtime occurred.
- Include incident timestamps (UTC and IST), affected functionality, error responses (where available), and Customer account / Order Form reference.
- Where Customer's own monitoring contradicts Timecampus's monitoring (status.burdenoff.com), Timecampus's monitoring will prevail except where Timecampus's monitoring is itself impaired (in which case the parties will cooperate in good faith).
Credits are applied to the next invoice. Aggregate credits in any given month shall not exceed 30% of the monthly Fee for the affected Service. Credits are not refundable in cash.
5. Service availability exclusions in more detail
Downtime does not include:
- a planned maintenance window communicated at least 48 hours in advance (Timecampus aims for off-peak windows in IST or per Customer's region of record);
- emergency maintenance for security or stability where Timecampus acts in good faith and notifies as soon as practicable;
- degradation caused by Customer's configuration, RBAC misconfigurations, exceeded quotas, or Customer-controlled integrations;
- failures of third-party integrations or integration providers (Timecampus passes through but takes no responsibility for them);
- failures of payment processors (Stripe / Razorpay) affecting billing or billable projects payments;
- regional internet outages or DDoS attacks materially impairing internet routing.
6. Support tiers
Support is bundled with every plan at the tier shown. Unlike the SLA, support is not an Enterprise-only add-on; it is included.
| Tier | Plans | Channels | Hours | First-response target |
|---|---|---|---|---|
| Community | Free | Community forum, public docs | n/a | n/a |
| Standard | Starter, Growth | Email + ticket portal | Business hours IST (Mon–Fri 09:00–18:00 IST, excluding Indian public holidays) | Critical 24h, others 2 business days |
| Priority | Team | Email + ticket portal + chat | Extended business hours IST | Critical 8h, others 1 business day |
| Enterprise | Enterprise | Email + ticket portal + chat + scheduled calls | 24×5 (Mon–Fri 24-hour) | per table below |
| Premium | Enterprise Premium add-on / dedicated CSM | All channels + 24×7 P1 | 24×7 for P1 | per table below |
7. Severity definitions
| Severity | Description |
|---|---|
| P1 — Critical | Service unavailable for all Customer users; or critical security incident; or expense-and-billing-run blocked at a deadline |
| P2 — High | Major feature unavailable (e.g., time tracking, projects, billable projects); significant business impact; no workaround |
| P3 — Medium | Minor feature impaired; workaround exists; moderate impact |
| P4 — Low | Cosmetic issues, general questions, feature requests |
8. First-response targets (Enterprise tier)
| Severity | First response | Status update cadence | Resolution / workaround target |
|---|---|---|---|
| P1 | 1 hour (24×7 Premium; 1 business hour Standard Enterprise) | every 1 hour while P1 | 8 hours best effort |
| P2 | 4 business hours | every 4 hours | 2 business days |
| P3 | 1 business day | daily | 10 business days |
| P4 | 2 business days | weekly | best effort |
Targets are response targets, not resolution guarantees. Resolution depends on root cause and Customer cooperation.
9. Customer responsibilities for support
- Submit incidents from authorised contacts on the Order Form.
- Provide reproduction steps, screenshots, request IDs, timestamps and impact.
- Maintain reasonable availability for troubleshooting on P1/P2 (especially around expense-and-billing deadlines).
- Keep any client apps / SDKs reasonably current.
- Apply security patches when notified.
10. Maintenance
- Planned maintenance is announced on the Burdenoff Group status page (https://status.burdenoff.com) and via email at least 48 hours in advance, with care taken to avoid common expense-and-billing-run windows where feasible.
- Aim: maintenance windows in low-traffic hours; many releases performed with zero downtime via rolling deploys.
- Emergency maintenance announced as soon as practicable.
11. Premium support add-ons
Premium support, support-retainer and dedicated-CSM add-ons in the User Pricing Guide cover professional services-grade assistance beyond standard support, billed under SOWs. Hours are non-refundable and expire per the add-on terms.
12. Changes
Timecampus may update this Policy with at least 30 days' notice. Material reductions to commitments offered under an in-force Enterprise Order Form will not apply to that Order Form until renewal.
Reference and incorporation
All Burdenoff Group contracts, addenda, exhibits, policies and registers referenced in this document are identified by their Document ID (TC-LEGAL-### or TC-PRICING-###) and are published at https://burdenoff.com/contracts. Each such referenced document is incorporated into this document by reference. The version of a referenced document that applies is the version published at https://burdenoff.com/contracts as at the Effective Date of the applicable Order Form (or, where no Order Form exists, the version current at the date of acceptance), unless an executed Order Form specifies a frozen version.