Service Level Agreement (SLA)

1. Service Scope and Commitment

This Service Level Agreement (SLA) governs the availability and performance of Managed PostgreSQL Database infrastructure provided by Sylense. We target a 99.9% monthly network and database cluster availability standard across our India datacenter clusters (Mumbai, Bangalore, Delhi NCR).

2. Availability Targets

Availability is measured across each calendar month and applies directly to:

• PostgreSQL Cluster Availability: Operational state of PostgreSQL database instances and PgBouncer connection poolers.
• Network Connectivity: Gateway routing and edge transit connectivity within our India datacenter points of presence.
• Storage Access: High-performance NVMe storage arrays serving database tablespaces and WAL write-ahead logs.

3. Scheduled Maintenance Windows

Periodic system updates, kernel patches, and database engine point-releases are essential to sustain infrastructure security. Scheduled maintenance will be communicated via email or dashboard announcement at least 24 hours in advance and executed during off-peak hours (typically 02:00 to 05:00 IST) whenever feasible. Scheduled maintenance is excluded from downtime calculations.

4. Downtime Exclusions

The SLA does not apply to interruptions caused by:

• User application-side connection pooling misconfigurations, recursive runaway queries, unindexed table locks, or exceeding purchased plan connection limits.
• Customer-initiated actions, including database restarts, intentional shutdowns, or manual drop operations.
• Upstream Internet Service Provider (ISP) routing outages beyond Sylense network boundaries.
• Force majeure events beyond reasonable commercial control.

5. Service Credits

If monthly availability falls below the target threshold due to qualifying infrastructure outages, customers may claim service credits applied toward future billing invoices: