Service Level Agreement

This Service Level Agreement (the “SLA”) describes the commitments VentureSpin Private Limited (CIN: U62099TS2025PTC205120), referred to as “VentureSpin”, “we” or “us”, makes regarding the availability of, and support for, the OneFinOps platform (the “Service”). This SLA forms part of the Terms of Service and applies to every paid Customer of OneFinOps unless modified by an executed order form.

1. Definitions

Capitalised terms used in this SLA but not defined here have the meanings given in the Terms of Service.

“Available” means the Service responds to authenticated requests within reasonable latency and returns expected responses for at least 95% of synthetic health-check probes from at least two independent monitoring vantage points.
“Customer” means the entity or individual that has accepted the Terms of Service and is on a paid subscription.
“Downtime” means any period during a calendar month in which the Service is not Available, excluding the conditions listed in section 9 (Exclusions).
“Fees” has the meaning given in the Terms of Service.
“Monthly Uptime Percentage” means (Total Minutes in Month minus Downtime Minutes) divided by Total Minutes in Month, expressed as a percentage and rounded to two decimal places.
“OneFinOps” means the financial operations platform operated by VentureSpin and offered as the Service.
“Order Form” has the meaning given in the Terms of Service.
“Service” means the production OneFinOps web application, mobile applications and APIs, excluding any beta, preview, sandbox or labs surface explicitly marked as such.
“Service Credit” means a credit, expressed as a percentage of the monthly Fees for the affected subscription, applied to a future invoice.
“SLA” means this Service Level Agreement.
“VentureSpin” means VentureSpin Private Limited (CIN: U62099TS2025PTC205120), referred to as “we” or “us”.

2. Eligibility

This SLA applies to Customers on a paid subscription that is current on payment at the time the Downtime occurred and at the time the SLA claim is filed. Free trials, sandbox environments and unsigned proof-of-concept accounts are not eligible. Enterprise Customers may have higher targets specified in their order form, in which case the order form supersedes this SLA.

3. Service availability commitment

VentureSpin will use commercially reasonable efforts to make the Service Available for at least the Monthly Uptime Percentage shown below, depending on the Customer’s plan tier:

Plan	Monthly Uptime Target
Starter	99.5%
Growth	99.9%
Enterprise	99.95% (default) or as specified in the order form

Targets are measured per calendar month at the platform level. Region-specific or single-feature outages that do not affect platform availability as a whole do not count as Downtime under this SLA but are treated as incidents under our incident-management process.

4. Service credits

If the Service fails to meet the Monthly Uptime Target for a given calendar month, the eligible Customer is entitled to the following Service Credit, calculated against the monthly subscription fee for the affected plan:

Monthly Uptime Percentage	Service Credit
Less than the target, but at least 99.0%	5%
Less than 99.0%, but at least 95.0%	15%
Less than 95.0%	30%

Service Credits are the Customer’s sole and exclusive remedy for any failure of VentureSpin to meet the commitments in this SLA. Service Credits will be applied to the Customer’s next invoice and cannot be redeemed for cash. Service Credits do not accrue beyond 30% of the affected month’s fee, regardless of the duration of the Downtime.

5. Support response times

VentureSpin commits to the following first-response targets for tickets filed through the in-app support channel or sent to support@onefinops.com. Response time means the time from ticket receipt to a substantive human reply (not an auto-acknowledgement).

Severity	Description	Starter	Growth	Enterprise
P1 - Critical	Service is fully down or a filing-day blocker is preventing statutory submission	4 hours	1 hour	30 minutes
P2 - High	Major functionality degraded; filing or reconciliation workflows blocked for some Customers	1 business day	4 hours	1 hour
P3 - Normal	Issue affecting non-critical functionality with available workarounds	2 business days	1 business day	4 hours
P4 - Low	Cosmetic, documentation, “how-to” questions and feature requests	5 business days	3 business days	1 business day

Response targets above are measured during business hours unless an Enterprise contract specifies 24x7 coverage. P1 incidents always receive 24x7 paging and response on every paid plan.

6. Filing-day support

OneFinOps is built around Indian statutory deadlines. On the following peak filing days each month, regardless of plan tier, we operate in elevated-readiness mode with on-call engineering and accelerated response targets:

11th, 13th, 20th and 24th of each month (GST core dates)
7th of each month (TDS deposit) and 31st of the month following each quarter (TDS quarterly returns)
15th of each month (PF, ESI deposits)
30th September and 31st December (annual returns and audited filings, where applicable)

During these windows, P1 first-response is targeted at 30 minutes for every paid plan, and incidents that prevent statutory submission are escalated immediately to engineering and executive leadership.

7. Maintenance

VentureSpin reserves a weekly maintenance window from 02:00 to 04:00 IST on Sunday for routine maintenance, deployments and infrastructure work. Time spent in this window is excluded from Downtime calculations. We aim to perform maintenance with zero customer-visible impact through rolling deployments and blue-green strategies; when impact is unavoidable, we communicate at least 48 hours in advance through in-app notices and email to the account owner.

Emergency maintenance, performed in response to security or stability risks, may take place at any time and counts toward Downtime if it makes the Service unavailable.

8. Status and incident communication

The current operational status of the Service is published at https://status.onefinops.com. We update the status page within 15 minutes of detecting a P1 or P2 incident, post incremental progress updates at least every 30 minutes during an active incident, and publish a written post-mortem within 5 business days of resolution for any incident with customer impact lasting more than 30 minutes.

9. Exclusions

Downtime does not include unavailability caused by:

Scheduled maintenance under section 7 or pre-announced emergency maintenance.
Customer-side factors: misconfiguration of the Customer’s account, integrations or networking; the Customer’s own systems, networks or devices; actions taken at the Customer’s instruction.
Misuse of the Service, breach of the Acceptable Use Policy or breach of the Terms of Service.
Outages of third-party systems outside VentureSpin’s control, including the Goods and Services Tax Network (GSTN), Income Tax e-filing portal, MCA21, TRACES, e-Way Bill, banking partners and ERP systems the Customer has authorized.
Force majeure events: natural disasters, war, civil unrest, government actions, denial-of-service attacks beyond reasonable mitigation, internet backbone failures or country-wide network outages.
Beta, preview, sandbox or labs surfaces that are explicitly marked as such.

10. Filing an SLA claim

To receive a Service Credit, an eligible Customer must submit a written claim to support@onefinops.com within 30 days of the end of the calendar month in which the Downtime occurred. The claim must include:

The account name, organization GSTIN(s) and the affected subscription plan.
The dates and approximate times of the Downtime.
A description of the impact on the Customer’s operations.
Any logs, screenshots or correlation IDs that help us reconstruct the incident.

We will acknowledge the claim within 5 business days, investigate using our internal monitoring data, and respond with a determination within 15 business days. Service Credits will be applied to the next invoice issued after the determination.

11. Sole remedy

Service Credits described in this SLA are the Customer’s sole and exclusive remedy for any failure to meet the commitments set out in this SLA. The aggregate Service Credits payable for a given calendar month will not exceed 30% of the monthly fee for the affected subscription. This SLA does not modify the limitations of liability set out in the Terms of Service.

12. Changes to this SLA

VentureSpin may update this SLA from time to time. Material changes that reduce the commitments above will be communicated by email to the account owner at least 30 days before they take effect, and will not apply to existing Customers within an active subscription term until renewal. Other changes are effective when posted on this page.

13. Contact

For SLA questions or to file a claim:

Support and SLA claims: support@onefinops.com
Enterprise account managers: as specified in your order form
Status page: https://status.onefinops.com