✅ Service Level Agreement (SLA)
Company Name: TCD Connect Pvt Ltd (The Cloud Dial)
Effective Date: [Insert Date]
1. Service Availability
We strive to maintain the following uptime standards for our services, excluding scheduled maintenance and uncontrollable circumstances:
| Service |
Target Uptime |
| Cloud PBX / SIP Services |
99.9% |
| Diallytics Platform |
99.9% |
| API Access |
99.5% |
| Call Recording Storage |
99.9% |
2. Support Response Time
| Priority Level |
Description |
Initial Response Time |
| P1 – Critical |
Total service outage / calls not routing |
Within 1 hour |
| P2 – High |
Service degradation (e.g., audio issues, drops) |
Within 4 hours |
| P3 – Medium |
Feature not working / user-specific bugs |
Within 8 hours |
| P4 – Low |
Informational queries / minor glitches |
Within 24 hours |
Support Availability:
- Standard: Monday–Saturday, 9:00 AM – 9:00 PM IST
- Emergency (P1): 24/7 Coverage
3. Maintenance Policy
- Scheduled maintenance is communicated at least 24 hours in advance via email or platform notifications.
- Maintenance is planned during off-peak hours (typically 11:00 PM – 5:00 AM IST).
4. Exclusions
This SLA does not apply to service interruptions caused by:
- User-side issues (hardware, software, internet, firewalls).
- Third-party dependencies.
- Force majeure events (natural disasters, government actions, etc.).
- Scheduled maintenance with prior notice.
✅ Refund Policy
Company Name: TCD Connect Pvt Ltd (The Cloud Dial)
Effective Date: [Insert Date]
1. General Policy
All payments for services rendered are non-refundable. This includes monthly or annual subscriptions, number provisioning, and setup fees.
2. Refund Eligibility
Refunds are only considered under the following conditions:
- Duplicate or erroneous payments.
- Services not provisioned within the committed time window (5–7 business days) post-payment.
- Verified technical failures resulting in complete non-delivery within 7 days of subscription (case-by-case basis).
3. Refund Process
To request a refund:
- Send an email to billing@theclouddial.com
- Include: Invoice ID, payment reference, and reason for refund
- Supporting screenshots or error reports are encouraged
Once approved, refunds are processed within 7–10 business days via the original payment method.
4. Non-Refundable Items
- One-time setup charges
- Fees for third-party virtual numbers or licenses
- Services partially used or interrupted by user action