Last updated: December 2025
This Service Level Agreement (“SLA”) describes the service availability, support commitments, and responsibilities of People’s Flow (“we”, “our”, “us”), a SaaS platform and an initiative of BizJunket, provided via https://www.peoplesflow.in.
This SLA applies to all customers using People’s Flow’s cloud-based applications, including office management systems, sales tracking tools, and related business productivity services (“Services”).
1. Service Availability (Uptime Commitment)
We aim to provide reliable and highly available Services.
- Target Uptime: 99.5% per calendar month
-
Uptime calculation:
(Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100
Exclusions from Downtime
Uptime calculations exclude:
- Scheduled maintenance (with prior notice)
- Force majeure events (natural disasters, government actions, internet outages beyond our control)
- Customer-side issues (network failures, misconfiguration, unsupported browsers)
- Third-party service failures (cloud providers, payment gateways, integrations)
2. Scheduled Maintenance
- Scheduled maintenance may occur to improve performance, security, or stability.
- Advance notice (email or dashboard notification) will be provided where reasonably possible.
- Maintenance is typically planned during low-usage hours.
3. Support Coverage
| Support Channel | Availability |
|---|---|
| Email Support | Business Days (Mon–Fri) |
| Phone Support | Business Hours |
| Emergency Issues | Best-effort response |
Email: info@peoplesflow.in
Phone: +91 88601 93857
Support hours are based on Indian Standard Time (IST), unless otherwise agreed.
4. Incident Severity Levels & Response Times
| Severity Level | Description | Initial Response |
|---|---|---|
| Critical (P1) | Service unavailable for all users | Within 4 business hours |
| High (P2) | Major functionality impaired | Within 8 business hours |
| Medium (P3) | Partial feature issue / workaround available | Within 1 business day |
| Low (P4) | General inquiry or cosmetic issue | Within 2 business days |
Resolution times may vary based on issue complexity.
5. Customer Responsibilities
To ensure optimal service performance, customers agree to:
- Maintain secure login credentials
- Use supported browsers and devices
- Promptly report issues with clear details
- Ensure uploaded data is lawful and accurate
Failure to meet these responsibilities may impact service levels.
6. Data Backup & Recovery
- People’s Flow performs regular backups of application data.
- Backups are intended for system recovery, not customer-side data versioning.
- Customers are encouraged to maintain their own backups of critical data.
7. Service Credits (If Applicable)
- Service credits or financial compensation are not automatically provided for downtime unless explicitly stated in a written contract.
- Enterprise customers may request customized SLA terms as part of a commercial agreement.
8. Security & Compliance
We take reasonable measures to:
- Protect data confidentiality and integrity
- Prevent unauthorized access
- Apply security patches and updates regularly
Detailed data handling is governed by our Privacy Policy.
9. SLA Limitations
This SLA does not apply to:
- Free trials or demo accounts
- Beta or experimental features
- Issues caused by misuse, modification, or unauthorized access
10. SLA Modifications
People’s Flow reserves the right to modify this SLA at any time. Updates will be published on our website. Continued use of the Services constitutes acceptance of the revised SLA.
11. Governing Law
This SLA is governed by the laws of India, and disputes shall be subject to the jurisdiction of Indian courts.
12. Contact Information
People’s Flow (A BizJunket Initiative)
Email: info@peoplesflow.in
Phone: +91 88601 93857
Website: https://www.peoplesflow.in