This document is not in force yet.
The Comsky Service Level Agreement is being prepared with counsel. What is on this page is the structure of that document and an honest description of our current practice — it is not a commitment, and nothing here creates one.
The terms that bind your account today are the ones in your order form and the master agreement referenced by it. Ask for a copy at legal@comsky.ai and we will send the current version rather than point you back here.
Service Level Agreement
Comhard Technologies Pvt Ltd, Noida, is the contracting entity for every product in the Comsky suite. The SLA will be one document covering every product, because a customer running Cloud, Backup and CRM together should not have to reconcile three different definitions of downtime.
1. Scope and definitions
Which products the agreement covers, and what “available”, “downtime”, “incident” and “service credit” each mean. Definitions come first because every later clause depends on them.
2. Availability commitment
The monthly availability target, stated per product rather than as one suite-wide number. The targets are set out in the table below and are not filled in yet.
3. Measurement
How availability is calculated: the measurement window, what counts as a failed request, and who runs the probes. Our own monitoring is the source, and the method will be published rather than described in the abstract.
4. Exclusions
What does not count against the target — announced maintenance, your own configuration, the public internet between you and us, and force majeure. This is the section most worth reading twice.
5. Maintenance and notice
How much warning you get before planned maintenance, and how emergency maintenance is handled differently. Notice goes to the account owner and to the status page.
6. Service credits
The credit payable when a target is missed, how it is calculated against your prepaid wallet balance, and how it is claimed. Credits land in the wallet; they are not a cash refund.
7. Support and response
Support hours in IST, the channels that count as raising a ticket, and the response target per severity. Response time and resolution time are stated separately, because they are not the same promise.
8. Data residency
Customer data for every product is stored in Indian data centres and does not move out of them. The SLA restates that as a term rather than a marketing line.
9. Backup and durability
What we back up of our own platform, and separately what Comsky Backup commits to for your device vaults. Durability and availability are different commitments and will be stated apart.
10. Audit trail and evidence
Sign-ins, factor changes and administrative actions are written to an append-only, hash-chained trail you can read. That trail is the evidence either side would cite in a dispute.
11. Export, termination and deletion
There is no lock-in and no minimum term. You export your data in an open format without asking us, you can leave at the end of any billing period, and deletion is confirmed to you in writing.
12. Changes to this agreement
How the SLA is amended, how much notice you get, and what happens to the version you signed under. Targets will not be revised downward without notice to the account owner.
Availability target, per product.
One number for the whole suite would be dishonest: an object store, a Windows sync bridge and a telephony carrier do not fail in the same way or at the same rate.
| Product | Status | What the target will cover | Monthly target |
|---|---|---|---|
| Comsky Cloud | Available now | Instance reachability and the control plane that provisions them. | — |
| Comsky Backup | Available now | Scheduled job completion and the ability to start a restore. | — |
| Comsky CRM | Available now | Application availability and inbound email capture. | — |
| Comsky TallyBridge | Available now | Cloud availability and sync acceptance from the Windows bridge. | — |
| Telephony, Chat, Books, HRMS, Monitor | Coming soon | Targets will be set before each product opens to customers, not after. | — |
The TallyBridge sync bridge runs on a Windows machine you control. Its uptime is outside our reach and will sit in the exclusions clause, not in the commitment.
How a claim will actually work.
A service credit nobody can work out how to claim is not a remedy. The mechanism will be written so that you can run it yourself.
We measure
Availability is computed per product over a calendar month from our own probes and request logs. The method and the probe locations will be published with the agreement.
- ·Measured per product, not per account
- ·Incidents also posted to the status page
Exclusions are applied
Announced maintenance, your own configuration, networks between you and us, and force majeure are removed before the figure is compared with the target.
- ·Maintenance windows announced in advance
- ·Exclusion list closed, not open-ended
You raise the claim
A claim is an email to support with the account and the affected month. The window in which a claim must be raised is not yet fixed.
- ·Claim window: —
The credit reaches your wallet
Comsky billing is prepaid from a wallet. An approved credit is added to that balance, which is why it reduces what you next spend rather than arriving as a transfer.
- ·Credit is the sole remedy for a missed target
- ·Credit rate against the target: —
What we can answer before the document exists.
Can I get an SLA in writing today?
Yes, for the four products that are live. It is negotiated on the order form rather than taken from this page, and it is the order form that binds. Write to legal@comsky.ai and ask for the current terms.
Why are the numbers blank?
Because we have not agreed them with counsel, and publishing a percentage we could not defend against our own measured history would be worse than publishing nothing. They will appear here when they are real.
Is there a minimum term or a lock-in?
No. Billing is prepaid from a wallet, there is no minimum term, and you can export your data in an open format without asking us. That is true today and the SLA will not change it.
Who is the contracting party?
Comhard Technologies Pvt Ltd, Noida. The same entity contracts for every product in the suite, so one agreement covers all of them.
Where is my data held?
In Indian data centres, for every product. The detail, product by product, is on the security page, and the SLA will restate it as a term.
Need the binding terms now?
We will send the agreement that actually applies to your account, rather than ask you to rely on a page that says it is a draft.