This Service Level Agreement ("SLA") describes the service standards that Telangana LandGrid ("App", "we", "us"), published by Tech Avenue Labs, aims to provide to users of the App. This SLA should be read together with our Terms of Service and Privacy Policy.
1. Scope
This SLA applies to the core services of the Telangana LandGrid mobile application, including the display of land survey data on maps and the delivery of in-app purchases (Village Survey Map downloads and the Remove Ads upgrade). It does not apply to the accuracy or completeness of the underlying government survey data, which is governed by Section 2 and 3 of our Terms of Service.
2. Service Availability
We aim to keep the App and its backend services available on a best-effort basis. Our target availability for backend services (data retrieval and purchase delivery) is:
- Monthly availability target: 99.0% (excluding scheduled maintenance and excluded events)
- The App's core map and search features rely on third-party services (such as map tile providers and government data sources); availability of those services is outside our direct control.
Availability is measured monthly and excludes the events listed in Section 6.
3. Scheduled Maintenance
From time to time we perform maintenance to improve performance, security, and reliability. We aim to:
- Schedule planned maintenance during off-peak hours (typically late night, India Standard Time) where practical.
- Minimize disruption and keep any downtime as short as possible.
- Most updates and maintenance will not require any action from you.
4. Support Response Targets
Support is provided by email at [email protected]. We aim to respond within the following timeframes during business days (Monday to Friday, excluding public holidays in India):
| Issue Type | Description | Target First Response |
|---|---|---|
| Critical | App unusable, or paid purchase not delivered | Within 1 business day |
| High | Major feature not working as expected | Within 2 business days |
| Normal | Minor issues, questions, and general feedback | Within 3-5 business days |
Response times are targets, not guarantees. Actual resolution time depends on the nature of the issue and any dependence on third-party providers or app stores.
5. Purchase Delivery
For successful in-app purchases:
- Remove Ads is applied immediately upon a successful transaction.
- Village Survey Map downloads are generated and made available promptly after a successful purchase, typically within a few minutes.
- If a purchase is charged but not delivered due to a technical fault on our side, contact us at [email protected] with your order details and we will restore the purchase or investigate on a case-by-case basis.
- Refunds remain subject to the No Refund Policy in our Terms of Service and the policies of Google Play and the Apple App Store.
6. Exclusions
This SLA does not apply to, and availability targets exclude, any unavailability or service issue caused by:
- Scheduled or emergency maintenance
- Failures, outages, or changes of third-party services (government data portals, map tile providers, advertising networks, app stores, or cloud/hosting providers)
- Issues with your device, operating system, network, or internet connection
- Use of the App in a manner not authorized by the Terms of Service
- Force majeure events beyond our reasonable control, including natural disasters, power or internet failures, government action, or acts of third parties
- The accuracy, completeness, or timeliness of the underlying survey data
7. No Financial Credits
The App is provided free of charge with optional one-time in-app purchases. Because there are no subscriptions or recurring fees, this SLA does not provide service credits or monetary compensation for downtime. Our remedy for any service issue is to use commercially reasonable efforts to restore the service. For undelivered paid purchases, the remedy is restoration of the purchase as described in Section 5.
8. Limitation of Liability
This SLA does not expand our liability beyond the limits set out in our Terms of Service. The targets described here are commitments to make commercially reasonable efforts and do not constitute a warranty or guarantee of uninterrupted or error-free service.
9. Changes to This SLA
We may update this SLA from time to time. Any changes will be posted on this page with an updated effective date. Continued use of the App after changes are posted constitutes your acceptance of the revised SLA.
10. Contact
For service or support requests covered by this SLA, please contact us at:
[email protected]