Service Delivery Policy

2.1 Immediate Access

Upon successful registration and subscription activation, you receive:

• Immediate access to your Vivah account
• Full feature availability based on your subscription tier
• Access credentials sent to your registered email within minutes
• Onboarding resources and documentation instantly available

2.2 Free Trial Activation

Free trial accounts are activated instantly upon email verification. No credit card is required, and you gain immediate access to all features included in your selected plan.

3.1 Web Application

• Accessible via any modern web browser
• Available at vivah.tech
• No installation required
• Automatic updates and improvements
• Compatible with desktop, tablet, and mobile devices

3.2 Mobile Applications

• Available for iOS and Android devices (Professional and Enterprise plans)
• Download from Apple App Store and Google Play Store
• Login using your existing account credentials
• Automatic syncing with web platform
• Offline functionality for field operations

3.3 API Access

Enterprise customers receive API documentation and access credentials immediately upon subscription activation. API keys are generated and delivered through your account dashboard.

4.1 Uptime Commitment

We strive to maintain:

• 99.9% uptime for all paid plans
• 24/7 service availability
• Global content delivery network (CDN) for fast access
• Real-time status updates at status.vivah.tech

4.2 Scheduled Maintenance

Scheduled maintenance is performed:

• During off-peak hours (typically 2:00 AM - 4:00 AM IST)
• With at least 48 hours advance notice via email
• Usually completed within 1-2 hours
• Read-only access maintained when possible

4.3 Emergency Maintenance

In case of security issues or critical bugs, we may perform emergency maintenance without advance notice. We will notify users as soon as possible through email and our status page.

5.1 Self-Service Onboarding

All plans include:

• Interactive product tour upon first login
• Comprehensive knowledge base and documentation
• Video tutorials and guides
• Sample data and templates

5.2 Professional Onboarding

Professional plan includes:

• 30-minute onboarding call scheduled within 3 business days
• Account setup assistance
• Best practices consultation
• Q&A session with product specialist

5.3 Enterprise Onboarding

Enterprise customers receive:

• Dedicated onboarding manager
• Custom implementation plan (delivered within 5 business days)
• Data migration assistance
• Team training sessions (up to 5 sessions)
• Custom workflow configuration
• White-label setup (if applicable)

6.1 Self-Service Import

All plans can import data via CSV files through the dashboard. Import templates and guides are provided.

6.2 Assisted Migration

Enterprise customers receive:

• Data export assistance from previous system
• Data cleaning and formatting support
• Supervised data import
• Data validation and quality checks
• Timeline: 1-2 weeks depending on data volume

7.1 Automatic Updates

As a cloud-based service, all updates and new features are automatically delivered to your account at no additional cost. No manual updates or installations required.

7.2 Feature Announcements

We notify users about new features through:

• Email announcements
• In-app notifications
• Product changelog (accessible in your account)
• Monthly newsletter

7.3 Beta Features

Professional and Enterprise customers can opt-in to beta features and provide early feedback. Beta access is granted immediately upon request through account settings.

8.1 Support Channels

• Email Support: support@vivah.tech (all plans)
• In-App Chat: Real-time chat support (Professional and Enterprise)
• Phone Support: Scheduled calls (Enterprise only)
• Knowledge Base: 24/7 self-service documentation (all plans)

8.2 Response Times

• Starter: 48 business hours via email
• Professional: 4-8 hours during business hours
• Enterprise: 1-2 hours, 24/7 for critical issues

8.3 Business Hours

Our standard support hours are Monday-Friday, 9:00 AM - 6:00 PM IST, excluding Indian public holidays. Enterprise customers have access to 24/7 emergency support.

9.1 Speed and Performance

• Page load times under 2 seconds for most operations
• Global CDN for fast content delivery
• Optimized database queries for instant data retrieval
• Real-time syncing across devices within seconds

9.2 Data Backup

• Daily automated backups
• 30-day backup retention
• Geo-redundant storage across multiple data centers
• Point-in-time recovery available for Enterprise

9.3 Security

• 256-bit SSL/TLS encryption for all data transmission
• SOC 2 Type II compliant infrastructure
• Regular security audits and penetration testing
• GDPR and Indian data protection law compliance

10.1 Usage Limits

Each plan has specific limits on:

• Number of team members
• Active weddings/projects
• Client leads
• Storage space
• API requests (Enterprise)

These limits are clearly outlined on our pricing page. Users approaching their limits will receive notifications and upgrade options.

10.2 Geographic Availability

The Service is available globally. However, some payment methods may be limited to specific regions. Indian Rupee (INR) is our primary currency, but we support multi-currency billing for international customers.

11.1 Self-Service Export

You can export your data at any time:

• CSV format for all data tables
• PDF export for reports and documents
• Bulk export available through account settings
• Instant download, no waiting period

11.2 Upon Cancellation

After subscription cancellation, you have 30 days to export your data. We will send reminder emails at 7, 14, and 28 days. After 30 days, all data is permanently deleted as per our Privacy Policy.

12.1 Enterprise SLA

Enterprise customers receive a formal SLA guaranteeing:

• 99.9% uptime commitment
• Service credits for downtime exceeding SLA
• Priority incident response
• Dedicated account management

12.2 Downtime Credits

If we fail to meet our 99.9% uptime commitment for Enterprise customers, we will issue service credits as outlined in your Enterprise Agreement.