Service Level Agreement (SLA)
Last Updated: January 1, 2026 · Operating Entity: Mieux Technologies Pvt Ltd
1. Coverage & 99.99% Availability Guarantee
This Service Level Agreement (SLA) applies to all active paid Tally on Cloud subscription accounts. Mieux Technologies guarantees that our cloud hosting clusters, network uplinks, and enterprise storage arrays will achieve a Monthly Uptime Percentage of at least 99.99% during each calendar month.
Calculated monthly, 99.99% uptime translates to no more than 4.38 minutes of unscheduled downtime across an entire 30-day operating window.
2. Infrastructure Redundancy Standards
Our high-availability infrastructure in Tier-4 Noida NCR incorporates:
- N+N Dual Electrical Distribution: Independent utility feeds backed by twin diesel generators with 72-hour onsite fuel reserves.
- Multi-Homed BGP Transit: Redundant optical fiber connections from Airtel, Tata Communications, and Reliance Jio.
- Enterprise Storage Redundancy: Hardware RAID 10 enterprise NVMe SSD arrays with automatic drive failover.
- 24x7x365 NOC Surveillance: Round-the-clock proactive monitoring of CPU, RAM, disk I/O, and port latency.
3. Service Downtime Credit Schedule
If our Monthly Uptime Percentage drops below our 99.99% commitment, Customer accounts are entitled to service credits applied against their subsequent billing invoice:
| Monthly Uptime Percentage | Service Credit Awarded |
|---|---|
| 99.00% to 99.98% | 10% Credit of monthly fee |
| 98.00% to 98.99% | 25% Credit of monthly fee |
| 95.00% to 97.99% | 50% Credit of monthly fee |
| Below 95.00% | 100% Full Month Credit |
4. Technical Support Response SLAs
Mieux Technologies maintains strict technical response milestones categorized by incident priority:
- Severity 1 (Critical / Complete Outage): Initial technical response within 15 minutes; continuous engineering escalation until resolution.
- Severity 2 (High / Degraded Performance): Initial response within 30 minutes.
- Severity 3 (Normal / Configuration / User Add): Initial response within 2 hours during standard business hours.
5. Scheduled Maintenance Windows
Routine hypervisor patches, firmware upgrades, and security definitions are scheduled strictly during off-peak weekend windows (typically Sundays between 2:00 AM and 5:00 AM IST). Customers are notified at least forty-eight (48) hours in advance via email. Scheduled maintenance is excluded from downtime calculations.
6. Claiming Service Credits
To request an SLA service credit, the Customer must submit a claim ticket to [email protected] within thirty (30) days of the incident, citing the dates, times, and affected workspace IDs.