Service Level / Uptime Policy

Uptime Target

We target 99.9% monthly uptime for paid plans (excluding scheduled maintenance and exempted events below).

Measurement

Uptime is measured monthly over all production endpoints. "Down" means the service is unreachable or returns errors for authenticated requests.

Exclusions

• Scheduled maintenance announced ≥48h in advance
• Emergency maintenance for security vulnerabilities
• Third-party service outages (payment gateways, GST/e-invoice portals, courier APIs)
• Factors outside our control (ISP failures, DDoS, force majeure)
• Issues caused by customer configuration or misuse

Service Credits

If monthly uptime falls below the target, affected paid customers may request a service credit: 99.0–99.9% → 10% of monthly fee; below 99.0% → 25%. Credits apply to future invoices, maximum one month per incident. Contact billing@invozeo.com within 30 days of the affected month.