Operations SLA
Support & Service Level Agreement
Last Updated: June 27, 2026
This Service Level Agreement (SLA) outlines the technical support response parameters, communication thresholds, and dashboard uptime targets committed by Rentarooo LABS.
1. Target Availability and Uptime
We target a 99.9% uptime for all hosted database nodes and API webhook targets. We deploy isolated, replicated backup nodes to prevent downtime during hardware failures.
2. Support Severity Levels
Support tickets are triaged into three severity scopes to ensure business continuity:
| Severity Scope | Operational Impact | Target Response Time |
|---|---|---|
| Critical (L1) | Core booking database offline, stripe billing gateway blocked. | < 1 Hour (24/7 coverage) |
| High (L2) | API sync errors, minor scanner lags, late-fee script errors. | < 4 Hours (Business hours) |
| Normal (L3) | UI style queries, user creation setup help, export layout updates. | < 24 Hours (Business hours) |
3. Customer Support Channels
Standard help tickets can be logged using the following methods:
- Help Desk Email: support@rentarooo.com
- Urgent SLA Hot-line: Provided in your customized enterprise contract document.
4. Address and Inquiries
Support teams operate out of our center in Kerala:
Rentarooo LABS - Support Division
Valluvambram, Malappuram, Kerala, India - PIN 673642