Service levels
What our numbers mean.
Where the site shows a figure with an asterisk (*) — like the 99% uptime SLA or the < 30 min average response — this page explains exactly how it is defined. The binding terms for your systems are in your written support plan.
99% uptime SLA*
The share of each calendar month that a system we manage under a support plan is available to your users, as measured by our monitoring. 99% allows up to about 7.2 hours of unplanned downtime in a 30-day month.
Excludes planned maintenance agreed with you in advance, and outages caused by things outside our control — your internet or power provider, third-party cloud services, or changes made without us.
< 30 min response (business hours)*
Response time is the time from your call, WhatsApp message or email to an engineer acknowledging the issue and starting work on it — not the time to fix it. The figure shown is our average for critical issues during business hours.
Support hours
Business hours and any out-of-hours cover are written into your support plan.
- Phone: +91 74540 35377
- WhatsApp: message us
- Email: info@vayrone.com
Severity levels
Every issue is given a priority when it is reported. The priority sets how fast we respond and how often we update you.
| Priority | What it means | Response target | Updates |
|---|---|---|---|
| P1 · Critical | Business stopped: internet, servers, email or a core system down for everyone, or an active security incident. | As set in your support plan | As set in your support plan |
| P2 · High | A key function is degraded or one site/department is affected; a workaround may exist. | As set in your support plan | As set in your support plan |
| P3 · Normal | One user or one device affected, or a non-urgent fault. | As set in your support plan | As set in your support plan |
| P4 · Request | Changes, new users, questions and planned work. | As set in your support plan | As set in your support plan |
Escalation path
If an issue isn't moving fast enough, this is who it goes to next.
- 1Support deskReport the issue by phone, WhatsApp or email. It is logged and given a priority.
- 2Assigned engineerThe engineer responsible for your systems takes ownership and keeps you updated.
- 3Senior engineerIf the issue is not resolved within the target for its priority, a senior engineer joins.
- 4Founder — Akhil JhaAny P1 that is not under control, or any concern about how an issue is being handled, can be raised directly with the founder.
* Figures marked with an asterisk are defined on this page. Service credits, exact targets and covered systems are set out in each client's written support plan; where the two differ, the support plan applies.
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