Service Expectations

Effective date: 15 September 2026
Supersedes: the Service Level Agreement previously published on this page (effective 1 January 2026).

This page describes how we operate and support the IdeaDunes platform. It is a description of our operating practice, not a contractual service level. If you need a contractual service level with defined remedies, that is agreed individually as part of an Enterprise agreement — see Enterprise arrangements below.

What we do

Monitoring. Platform services are monitored continuously, with automated alerting to our operations team when a service stops responding.

Support. Support requests are handled during Indian business hours (Monday to Friday, 10:00–19:00 IST). We aim to acknowledge requests on the next working day. Urgent production issues are prioritised ahead of routine requests.

Planned maintenance. Where maintenance is likely to interrupt a service, we aim to give advance notice by email to account contacts and to schedule it outside Indian business hours.

Incidents. When a significant interruption occurs, we will tell affected customers what happened, what we did, and what we are changing. We do this because it is the right way to operate, not because a credit is owed.

Backups. Customer data is backed up nightly, and restores are tested periodically.

What we do not offer

We want to be direct about this, because a promise you cannot rely on is worse than no promise:

  • No guaranteed uptime percentage. We do not currently publish or commit to an availability figure.
  • No availability credits. We do not operate a scheme that refunds or credits fees based on uptime.
  • No 24/7 support. Support is business-hours, as described above.

If any of these matter to your deployment, talk to us before you commit — we would rather scope something we can honour than publish something we cannot.

Enterprise arrangements

For deployments where a contractual service level is genuinely required, we will agree one individually as part of an Enterprise agreement, covering the specific services in scope, how availability is measured and reported, response commitments, and remedies. Those terms are negotiated and signed, not published here, because they depend on the deployment.

Contact: support@ideadunes.com