Service Level Agreement
Effective date: 7 September 2026 · Dinjan Consultancy Limited, Ahmedabad
This Service Level Agreement describes the availability target, support window and service credit approach for the Segnol ERP production Service. It restates, in one place, provisions that form part of the Terms & Conditions and the Refund & Cancellation Policy. It creates no commitments beyond those documents.
1. Uptime target
Segnol ERP currently targets 99.982% monthly uptime for the production Service, excluding scheduled or emergency maintenance, force majeure, third-party failures, telecommunications failures, Customer-caused incidents, emergency security interventions and other events outside reasonable control.
2. Support window
Current support window: Monday–Saturday, 9:30 AM – 6:30 PM IST.
3. Service credits
Where the applicable service commitment provides a 99.982% monthly uptime target, Customers may be eligible for service credits where the applicable uptime threshold is not achieved at sole discretion of Segnol ERP.
4. Security safeguards
Segnol ERP will maintain reasonable administrative, technical and organisational safeguards designed to protect the Services and Customer Data.
5. Reporting an incident
To report a service incident or request support during the support window, contact hello@segnolerp.com or call +91 98980 73161.
6. Relationship to the Terms
This document forms part of the Terms & Conditions and the Refund & Cancellation Policy. Where this document and either of those differ, those documents prevail.