Support and Service Levels

1. In short

Support is by email, in Indian business hours, with the response aims below. We do not guarantee any level of availability, we do not publish an uptime figure, and the only remedy for downtime is the credit in our Refund Policy. A customer that needs stronger commitments can ask for them in an Order Form.

2. Support

• How: email hello@mandateroom.com with "Support" in the subject line, or "Urgent" if a Room cannot be reached. Please give the Room, what you did and what you saw. Do not send the confidential material.
• Who and when: MandateRoom is run by one person, in India, on Indian Standard Time (UTC+5:30). Support is available on business days in India, and we do not offer round-the-clock support.
• Our aim: to reply to a support request within one business day, and to an "Urgent" request, which means that a Room is unreachable, on the same business day. These are aims, not guarantees.

3. Availability

We aim to keep the Service available but we do not guarantee it, and we do not state an availability percentage. We have not operated long enough to have a record we would stand behind, and we have no public status history. The Service can be unavailable because of maintenance, an outage at one of our providers, or an event beyond our control.

4. Planned maintenance and incidents

We try to do planned maintenance outside business hours in India and the United States, and to tell Room administrators by email beforehand about planned downtime of more than an hour. If an incident stops Customers from reaching their Rooms, we email Room administrators with what we know and keep them updated. If a security incident affects Customer Content, the notice commitment in the Terms of Service and the Data Processing Addendum applies.

5. Remedy for downtime

If verifiable technical downtime on our side prevents you from reaching a Room for more than 24 consecutive hours, section 3 of our Refund Policy gives you a credit. That credit is the sole remedy for downtime.

6. Recovery

We do not currently commit to a recovery time or a recovery point after a failure. Our providers keep backups, and we will tell you on request what we know about their schedules.

7. Custom terms and a status page

A customer that needs a response time, an availability commitment or other support terms can agree them with us in an Order Form. We do not yet have a public status page; we will announce it here when we do.