Service Level Agreement
Applies to Fleet and Enterprise tiers
1. Uptime Commitment
CleanShift guarantees 99.9% monthly uptime for Fleet and Enterprise customers.
Exclusions: Scheduled maintenance (communicated with at least 48 hours notice), force majeure events, and issues originating from customer infrastructure.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% credit |
| Below 99.0% | 30% credit |
Credits are applied to future billing cycles and are not redeemable for cash.
2. Support Response Times
| Severity | Description | Response Time |
|---|---|---|
| Critical | Server instability or active attack | 2 hours |
| High | Core functionality impaired | 6 hours |
| Normal | General questions & billing | 24 hours |
Business hours: Mon–Fri, 9 AM – 6 PM IST. Critical issues are monitored 24/7.
3. Contacting Support
Fleet and Enterprise customers have access to dedicated support channels. Reach us on WhatsApp at +91 845 409 4444 or via your dedicated support email.
Last Updated: June 2026