Commitments
Service Level Agreement
Our uptime, delivery, and response commitments to paying customers.
Platform Uptime
We target 99.5% monthly uptime for the Bachao.AI dashboard and API.
Uptime is measured as: (total minutes - downtime minutes) / total minutes
Scheduled maintenance windows are excluded from uptime calculations. Customers are notified at least 48 hours in advance of any scheduled maintenance via email and dashboard notification.
Scan Delivery SLA
| Scan Type | Delivery SLA |
|---|---|
| VAPT Basic (public) | 60 minutes |
| VAPT Full (authenticated) | 90 minutes |
| Cloud Security Audit | 120 minutes |
| API Security Scan | 60 minutes |
| DPDP Compliance Report | 30 minutes |
| ASM Discovery | 24 hours (first scan) |
Delivery SLA is measured from the time scan execution begins. Queue wait time during peak hours is excluded.
Support Response Times
| Plan | Email Response | Priority Support |
|---|---|---|
| Free / Basic | 24 hours | N/A |
| Starter | 12 hours | N/A |
| Growth | 4 hours | |
| Enterprise | 1 hour | Dedicated Slack |
Incident Response SLA
For customers with an active Incident Response retainer.
| Tier | Response Time | Availability |
|---|---|---|
| On-Demand | 24 hours | Business hours |
| Retainer | 4 hours | 24/7 |
| Premium | 2 hours | 24/7 |
| Enterprise | 1 hour | 24/7 |
RASP Agent SLA
Telemetry processing
Within 60 seconds
Rule sync
Next heartbeat (60s interval)
Event ingestion
99.9% acceptance rate
SLA Credits
If monthly platform uptime drops below 99.5%, paying customers receive service credits applied to their next billing cycle.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0 -- 99.4% | 5% credit |
| 95.0 -- 98.9% | 10% credit |
| Below 95.0% | 25% credit |
Credits are capped at 25% of the monthly fee for the affected service. Credits do not apply to one-time scan purchases.
Exclusions
The following are excluded from SLA calculations and credit eligibility:
- Scheduled maintenance (notified 48 hours in advance)
- Force majeure events (natural disasters, government actions, war)
- Issues caused by customer actions (misconfiguration, credential revocation)
- Third-party API outages (Anthropic, Cashfree, cloud providers)
- Beta features and free-tier products
- DNS propagation delays outside our control
How to Report an SLA Issue
Email sla@bachao.ai with the following:
- Your account email and affected service
- Date and time of the incident
- Description of the issue and impact
- Any relevant screenshots or error messages
Credit requests must be filed within 30 days of the incident. We will respond to SLA inquiries within 2 business days.
This SLA is effective as of May 2026 and applies to all paid Bachao.AI subscriptions and retainers. We may update this SLA with 30 days' notice.