Policy

Service Level Agreement (SLA)

Effective Date: 30th June 2026
Last Updated: 30th June 2026

Service Level Agreement (SLA)

This Service Level Agreement ("SLA") describes the service commitments provided by InstaDM ("InstaDM", "we", "our", or "us") for customers using our subscription-based Services.

This SLA forms part of the Terms of Service and applies only to customers with an active paid subscription unless otherwise agreed in writing.

1. Purpose

Our objective is to provide a reliable, secure, and scalable platform for AI-powered social media automation while maintaining high standards of availability, support, and operational performance.

2. Definitions

Business Day

Monday through Friday, excluding public holidays applicable to our primary support operations.

Business Hours

9:00 AM – 6:00 PM IST unless otherwise stated.

Incident

An unplanned interruption or degradation of the Service.

Scheduled Maintenance

Planned maintenance announced in advance.

Emergency Maintenance

Maintenance necessary to address urgent security, stability, or infrastructure issues.

Downtime

The period during which the core InstaDM platform is unavailable to customers, excluding scheduled maintenance and events outside our reasonable control.

3. Service Availability

We target a monthly uptime of:

99.9% Availability

This excludes:

Scheduled maintenance
Emergency maintenance
Internet outages outside our infrastructure
Third-party platform outages (e.g., Instagram, Threads, Meta APIs)
Force majeure events
Customer-caused issues
ISP failures
DNS provider failures
Cloud provider regional outages beyond our reasonable control

Availability is measured monthly.

4. Scheduled Maintenance

Routine maintenance may be performed to:

Improve platform performance
Deploy new features
Apply security updates
Upgrade infrastructure
Perform database maintenance

Whenever practical, customers will receive advance notice through:

Email
Dashboard notifications
Status page

5. Emergency Maintenance

Emergency maintenance may occur without prior notice when necessary to:

Protect customer data
Address security vulnerabilities
Prevent service disruption
Resolve critical infrastructure failures

We will make reasonable efforts to minimize customer impact.

6. Support Services

Support is available through:

Email
Help Center
Support Portal
In-app support (where available)

Support channels may vary depending on your subscription plan.

7. Incident Priority Levels

Priority 1 – Critical

Examples:

Complete platform outage
Authentication failure affecting all users
Security incident impacting customer data
Major API failure

Target Initial Response:

Within 2 Business Hours

Priority 2 – High

Examples:

Significant feature unavailable
Automation failures
Major workflow disruption
Billing issues preventing platform use

Target Initial Response:

Within 4 Business Hours

Priority 3 – Medium

Examples:

Feature malfunction
Performance degradation
Integration issues
Non-critical bugs

Target Initial Response:

Within 1 Business Day

Priority 4 – Low

Examples:

General questions
Cosmetic issues
Documentation requests
Feature suggestions

Target Initial Response:

Within 2 Business Days

8. Resolution Targets

While response times are targeted, actual resolution times depend on:

Issue complexity
Third-party dependencies
Security considerations
Vendor involvement
Infrastructure requirements

We prioritize incidents according to customer impact.

9. Customer Responsibilities

Customers are responsible for:

Maintaining valid account credentials
Providing accurate contact information
Reporting incidents promptly
Following troubleshooting instructions
Maintaining supported browsers
Maintaining internet connectivity
Keeping connected platform permissions active

Failure to meet these responsibilities may delay issue resolution.

10. Third-Party Dependencies

InstaDM relies on external providers including:

Cloud infrastructure
Payment processors
AI providers
Email delivery providers
Social media platform APIs

We are not responsible for interruptions caused by third-party providers beyond our reasonable control.

11. Data Protection

Customer information is protected through:

Encryption in transit
Encryption at rest where applicable
Access controls
Monitoring
Backup procedures
Security logging
Authentication controls

Additional information is available in our Security Policy.

12. Backup and Disaster Recovery

We maintain backup procedures designed to support business continuity.

Objectives include:

Recovery Point Objective (RPO)

Target: Up to 24 hours

Recovery Time Objective (RTO)

Target: Up to 24 hours

Actual recovery times may vary depending on the nature of the incident.

13. Service Credits

If InstaDM fails to meet the monthly uptime target due solely to issues within our direct control, eligible customers may request service credits.

Service credits:

Are issued at our discretion or as specified in a customer agreement.
Cannot be exchanged for cash.
Apply only to future subscription fees.
Must be requested within 30 days of the affected billing period.

Credits are the sole remedy for qualifying uptime failures under this SLA.

14. Exclusions

This SLA does not apply to service interruptions caused by:

Customer configuration errors
Unsupported integrations
Third-party API failures
Internet outages
Browser incompatibilities
Customer software
Customer misuse
Violations of our Terms of Service
Force majeure events
Scheduled maintenance
Emergency maintenance

15. Security Incidents

If a confirmed security incident affects customer data, we will:

Investigate promptly.
Contain the incident.
Assess customer impact.
Notify affected customers where required by applicable law or contractual obligations.
Implement corrective actions.

16. Service Monitoring

We continuously monitor:

Platform availability
Infrastructure health
Authentication systems
API performance
Database performance
Security events
System capacity

Monitoring helps us detect and resolve issues proactively.

17. Feature Availability

New features may be introduced gradually.

Certain capabilities may:

Be released in beta.
Be available only on selected plans.
Require customer activation.
Depend on third-party platform support.

Beta features are provided "as available" and are excluded from uptime commitments unless expressly stated otherwise.

18. SLA Modifications

We may update this SLA to reflect:

Changes in our Services.
Infrastructure improvements.
Operational practices.
Legal requirements.

Material changes will be communicated through appropriate customer channels.

19. Contact Information

Support

support@instadm.us

Website

https://instadm.us