Service levels

Your agreement with HabileLabs, or your AWS Marketplace contract, takes precedence over this page.

#Availability

CoSell aims for 99.9% availability each calendar month for:

• the console;
• the API;
• event intake: Zoho CRM notifications and AWS Partner Central events.

A part is unavailable in any 5-minute period in which more than 5% of its requests fail with a server error. Availability is the share of 5-minute periods in the month in which every part was available. HabileLabs measures it from the platform's own metrics (Amazon API Gateway and AWS Lambda), which its monitoring alarms on.

99.9% allows about 43 minutes of unavailability in a 30-day month.

These don't count against availability:

• maintenance announced at least 48 hours ahead, at most four hours a month, outside 09:00–18:00 IST on weekdays;
• outages of AWS Partner Central, Zoho CRM or other services CoSell depends on but HabileLabs does not run, including AWS regional events;
• problems caused by your own setup, for example a deleted access role, a revoked Zoho connection or a Zoho API allowance used up;
• a workspace that is suspended or being deleted.

If a sync cannot run because AWS or Zoho is unavailable, CoSell does not lose it. It retries automatically and reconciles every 15 minutes. The troubleshooting guide explains what you see meanwhile.

#Support hours

HabileLabs support works 09:00 to 18:00 India Standard Time (UTC+05:30), Monday to Friday. Response times are counted in those hours. For example, a request raised on Friday at 17:00 IST with an 8-hour target is due on Monday at 16:00 IST.

#First response, by plan

Workspaces set up directly by HabileLabs, without an AWS Marketplace plan, get the Starter targets unless their agreement says otherwise. The first response is a person, not an automated reply. It either resolves the request or says what happens next and when.

#Severity

You choose the severity when you raise a request. HabileLabs may change it if it doesn't match the definitions, and tells you why.