Service Level Agreement

CAMARON commits to 99.9% uptime for the cloud platform (dashboard, API, AI analysis endpoints) measured on a monthly basis. This excludes scheduled maintenance windows, which are announced at least 48 hours in advance and typically occur between 02:00–06:00 IST on Sundays. IoT data ingestion endpoints maintain a separate 99.95% uptime target, as sensor data continuity is critical for aquaculture operations.

Support response times vary by subscription tier and severity level: • Free: Community forum support only, no guaranteed response time • Starter: Email support, 24-hour response during business hours (Mon–Fri, 09:00–18:00 IST) • Pro: Email + chat support, 8-hour response, 24-hour resolution target for critical issues • Business: Priority email + chat + phone, 4-hour response, 12-hour resolution target for critical issues • Enterprise: Dedicated account manager, 1-hour response for critical issues, 4-hour resolution target, 24/7 on-call escalation Severity levels are defined as: Critical (platform-wide outage or data loss), High (major feature unavailable), Medium (degraded performance), Low (cosmetic or documentation issues).

Incidents are classified by impact and urgency: • P1 (Critical): Complete platform outage, IoT data ingestion failure, or data breach. All hands on deck — engineering, security, and leadership notified immediately. • P2 (High): Major feature unavailable (e.g., AI disease detection, marketplace, export compliance). Dedicated engineer assigned within 30 minutes. • P3 (Medium): Degraded performance, intermittent errors, or partial feature failures. Queued for next available engineer. • P4 (Low): UI bugs, typos, feature requests. Addressed in regular sprint cycles. Customers are notified of P1 and P2 incidents via email and in-app alerts within 15 minutes of detection.

If CAMARON fails to meet the 99.9% monthly uptime target, affected Business and Enterprise customers are eligible for service credits: • 99.0%–99.9% uptime: 10% credit on monthly subscription fee • 95.0%–99.0% uptime: 25% credit on monthly subscription fee • Below 95.0% uptime: 50% credit on monthly subscription fee Credits are applied to the next billing cycle and do not exceed 50% of the monthly fee. Credits must be claimed within 30 days of the incident by contacting sla@robicrufarm.com with the affected dates and times. Credits do not apply to outages caused by force majeure, customer-side network issues, or third-party service failures outside our control.

If an issue is not resolved within the target resolution time, customers may escalate: 1. Level 1: Support team (initial contact via email, chat, or phone) 2. Level 2: Engineering lead (automatic escalation after target resolution time elapses) 3. Level 3: VP of Engineering (escalation after 2× target resolution time) 4. Level 4: CEO / CTO (escalation after 3× target resolution time or for any P1 incident lasting >4 hours) Enterprise customers may contact their dedicated account manager at any point to initiate escalation. Emergency escalation email: escalation@robicrufarm.com.

Scheduled maintenance is performed during low-traffic windows (02:00–06:00 IST, Sundays) with at least 48 hours' notice. Emergency maintenance may be performed with shorter notice when required for security patches or critical bug fixes. During maintenance, IoT devices continue to buffer data locally and sync automatically when the platform is restored. We publish a real-time status page at status.robicrufarm.com and send maintenance notifications via email and in-app alerts. All platform changes follow a staged rollout process with automated rollback capabilities.