Service Availability Policy

Company: EcomSarthi Business Solutions LLP ("EcomSarthi", "we", "us", "our")
Product: Ecom10x — One Dashboard. Every Marketplace. (the "Platform" or "Service")
Effective Date: [EFFECTIVE_DATE — e.g., 1 August 2026] · Version: [VERSION — e.g., 1.0] · Next Review: [NEXT_REVIEW_DATE — e.g., 1 February 2027]

1. Availability Intent

We operate Ecom10x on redundant, managed cloud infrastructure and target high monthly availability for the core dashboard and APIs. Unless a signed enterprise agreement states a specific SLA with service credits, availability targets in this Policy are operational goals rather than contractual warranties.

2. Exclusions

Availability measurement excludes: (a) scheduled maintenance announced in advance; (b) emergency maintenance to address security issues; (c) failures of third-party Marketplaces, their APIs, or the Customer's own connectivity; (d) suspension under the Account Suspension & Termination Policy; and (e) force majeure.

3. Maintenance

• Scheduled maintenance: performed, where possible, during low-traffic windows (IST nights) with at least 48 hours' notice for user-visible impact.
• Emergency maintenance: may occur without notice when required to protect security or integrity; we communicate as soon as practicable.

4. Marketplace Dependency

Order/inventory/settlement synchronisation depends on Marketplace API availability, quotas and throttling. Marketplace-side degradation may delay syncs without constituting Service unavailability; the dashboard indicates last-sync timestamps so data freshness is always visible.

5. Status Communication

Material incidents and maintenance are communicated via in-product notice and/or email to account owners. During prolonged incidents we provide progress updates at reasonable intervals.

6. Support

Support requests: [SUPPORT_EMAIL — e.g., support@ecom10x.in]. Target first response within one business day (IST business hours), prioritised by severity and plan.

Governing Law & Dispute Resolution

This document is governed by and construed in accordance with the laws of India, including the Information Technology Act, 2000 and the Digital Personal Data Protection Act, 2023, without regard to conflict-of-law principles.

Any dispute arising out of or in connection with this document shall first be attempted to be resolved amicably through good-faith negotiation within thirty (30) days of written notice. Failing amicable resolution, the dispute shall be referred to arbitration by a sole arbitrator appointed in accordance with the Arbitration and Conciliation Act, 1996. The seat and venue of arbitration shall be [JURISDICTION_CITY — e.g., New Delhi], India, and proceedings shall be conducted in English. Subject to the foregoing, the courts at [JURISDICTION_CITY — e.g., New Delhi], India shall have exclusive jurisdiction.

Contact

EcomSarthi Business Solutions LLP
[REGISTERED_OFFICE_ADDRESS OF ECOMSARTHI BUSINESS SOLUTIONS LLP]
Support: [SUPPORT_EMAIL — e.g., support@ecom10x.in] · Legal: [LEGAL_EMAIL — e.g., legal@ecom10x.in] · Phone: [SUPPORT_PHONE_NUMBER]