This Service Level Agreement (SLA) sets out the availability, support and recovery commitments Prymera Consulting Private Limited makes for the ARGOS service. It forms part of the agreement between us and each paying customer with an active order. The targets below are what we can practically commit to today; we expect to tighten them as the service matures.
1. Availability
- Uptime target: 99.5% per calendar month, measured on the core application’s availability to authenticated users.
- This allows for roughly 3.6 hours of unplanned downtime per month. We generally run well above this and publish incidents on our status page.
- Exclusions (not counted against uptime): planned maintenance notified in advance; issues caused by factors outside our reasonable control (including outages at upstream providers such as our hosting, database or model providers — see Sub-processors); force majeure; and misuse or your own configuration/network.
2. Planned maintenance
- Scheduled during off-peak hours, kept to 4 hours or less per window.
- At least 48 hours’ advance notice by email and on the status page.
- Emergency maintenance (e.g. a critical security patch) may be performed with shorter notice; we’ll tell you as soon as we reasonably can.
3. Support
Support is provided by email at connect@remitso.com during business hours — Monday to Friday, 09:00–18:00 IST, excluding Indian public holidays. Target first-response times by severity:
| Severity | Definition | Target first response |
|---|---|---|
| P1 — Critical | Service is down or unusable for all users, no workaround | Within 4 business hours; best-effort monitoring outside business hours |
| P2 — Major | A key function is significantly impaired; a workaround may exist | Within 1 business day |
| P3 — Minor | Limited or cosmetic impact; most functionality works | Within 2 business days |
| P4 — Request | How-to questions, feature requests, general enquiries | Within 3 business days |
Response targets are the time to a first substantive human response, not a guaranteed time to resolution. We work P1 and P2 issues continuously during business hours until resolved or downgraded.
4. Incident & breach notification
- Service incidents: for a P1 incident we aim to post an initial notice on the status page within 1 hour of confirming it, with updates until resolved.
- Personal-data breaches: where we act as processor, we will notify the affected customer (controller) without undue delay after becoming aware, and assist them in meeting their GDPR Article 33 obligation (notification to the authority within 72 hours). See our Data Processing Agreement.
5. Backups & disaster recovery
We are finalising a documented, customer-facing backup cadence, retention period, and recovery-time commitment for the primary database. Until that's published here with specific figures, contact connect@remitso.com for our current recovery posture rather than relying on a number on this page.
6. Security commitments
These are continuous commitments, backed by our ISO/IEC 27001:2022 certification:
- Encryption in transit (TLS 1.2+, HSTS in production) and at rest (AES-256, provider-managed).
- Role-based, invite-only access; passwords hashed with PBKDF2-SHA256; short-lived tokens with rotation and revocation.
- Tamper-evident, hash-chained (SHA-256) audit trail, reviewable and verifiable on demand; self-service export is on our roadmap.
- Per-tenant isolation; per-IP and per-route rate limiting; prompt-injection scanning on inputs.
- Critical security vulnerabilities remediated on a priority basis (target: patch within 7 days of a confirmed critical issue).
7. Data portability & deletion
- Self-service data export (JSON/CSV, audit trails as PDF) is on our roadmap — until it ships, request an export at connect@remitso.com and we'll provide your data manually.
- On termination, we provide a 30-day export window, after which your data is deleted from active systems within 90 days.
8. Service credits
If we miss the monthly uptime target, you may request a service credit against the affected month’s fees:
| Monthly uptime | Credit (of that month’s fee) |
|---|---|
| 99.0% – 99.5% | 5% |
| 95.0% – 98.99% | 10% |
| Below 95.0% | 25% |
Credits are the sole and exclusive remedy for missed availability, are capped at 25% of the affected month’s fee, and must be requested in writing within 30 days of the affected month. Exclusions in section 1 apply.
9. Changes
We may update this SLA; the current version is the one posted here with the “Last updated” date shown. For enterprise agreements, specific SLA terms may be set out in the signed order or Master Services Agreement, which prevail over this page.
Questions about these commitments? Contact connect@remitso.com.