Service Level Agreement (SLA)
Effective Date: 29 June 2026
This Service Level Agreement ("SLA") outlines the service commitments provided by MeraVahan ("MeraVahan", "we", "our", or "us") for customers subscribed to Business and Enterprise plans.
This SLA forms part of the MeraVahan Terms & Conditions.
1. Purpose
This SLA defines:
- Platform availability
- Support response times
- Maintenance procedures
- Backup commitments
- Customer responsibilities
- Service credits (if applicable)
2. Covered Services
This SLA applies to:
- MeraVahan Web Platform
- Business Dashboard
- Vehicle Management
- Owner Management
- Document Management
- Reports & Analytics
- Notifications
- WhatsApp Integration
- Email Notifications
- SMS Integration
- API Services (if available)
Third-party services are not covered under this SLA.
3. Service Availability
MeraVahan aims to provide:
Business Plan
99.5% Monthly Uptime
Enterprise Plan
99.9% Monthly Uptime
Availability is measured monthly.
Planned maintenance windows are excluded from uptime calculations.
4. Planned Maintenance
To maintain security and reliability, scheduled maintenance may be performed.
Where practical, customers will receive advance notice.
Maintenance may include:
- Security Updates
- Software Improvements
- Database Optimization
- Infrastructure Upgrades
- Performance Enhancements
Emergency maintenance may be performed without prior notice if necessary to protect the platform.
5. Support Hours
Standard Support:
Monday – Saturday
09:00 AM – 06:00 PM (IST)
Emergency support for critical platform issues may be available outside standard business hours for Enterprise customers.
6. Support Channels
Customers may contact us through:
- Contact Form
- Support Ticket System
- WhatsApp (where available)
7. Response Time Targets
PriorityExampleInitial ResponseCriticalPlatform unavailable, login failure for all usersWithin 2 Business HoursHighMajor functionality unavailableWithin 4 Business HoursMediumFeature issue affecting limited usersWithin 1 Business DayLowGeneral questions, feature requestsWithin 2 Business Days
Response time refers to the acknowledgement of the issue, not necessarily its resolution.
8. Resolution Targets
MeraVahan will make commercially reasonable efforts to resolve issues as follows:
PriorityTarget ResolutionCriticalAs soon as reasonably possibleHigh1–2 Business DaysMedium3–5 Business DaysLowIncluded in future updates or maintenance releases where appropriate
Some issues may require additional time depending on complexity or third-party dependencies.
9. Backup & Recovery
To protect customer data, MeraVahan performs regular backups.
Backups are maintained for disaster recovery purposes and retained according to our Data Retention & Deletion Policy.
While we strive to restore services promptly after an incident, restoration times may vary depending on the nature of the issue.
10. Security
MeraVahan implements industry-standard security practices, including:
- HTTPS encryption
- Secure authentication
- Role-Based Access Control
- Secure file storage
- Activity logging
- Infrastructure monitoring
- Regular security updates
Please refer to our Security Policy for additional details.
11. Customer Responsibilities
Customers are responsible for:
- Maintaining accurate account information.
- Using strong passwords.
- Protecting login credentials.
- Maintaining internet connectivity.
- Uploading accurate information.
- Keeping backup copies of important documents where appropriate.
- Complying with applicable laws and regulations.
12. Third-Party Services
MeraVahan relies on third-party providers for certain services, including:
- AWS
- Google Cloud
- Meta WhatsApp Cloud API
- Fast2SMS
- Resend
- Razorpay
Delays or outages caused by third-party providers are outside the direct control of MeraVahan and are not covered under this SLA.
13. Exclusions
This SLA does not apply to issues resulting from:
- Customer misuse
- Internet connectivity problems
- Browser incompatibility
- Unsupported devices
- Third-party outages
- Force majeure events
- User configuration errors
- Scheduled maintenance
14. Service Credits
Where applicable and expressly agreed under a Business or Enterprise subscription agreement, customers may be eligible for service credits if monthly uptime falls below the committed level.
Service credits, if offered, will be applied toward future subscription renewals and do not constitute cash refunds unless required by applicable law.
15. Changes to the SLA
MeraVahan may update this SLA from time to time to reflect improvements in our services or changes in business operations.
Material changes will be communicated through our website or customer notifications.
16. Contact Information
For SLA-related questions or support, please contact us:
MeraVahan
Website: https://www.meravahan.in
Email: support@meravahan.in
Phone: +91 70015 09132
Address: Bihta, Sheikhpura, Bihar 811105, India
By subscribing to a Business or Enterprise plan, you acknowledge that you have read, understood, and agree to this Service Level Agreement.