This policy describes the service levels that apply to TallyCloud plans.
1. Standard plans
Tally Cloud, Multi-User Cloud, Business Cloud, Tally VPS and CA Cloud are provided on a commercially reasonable efforts basis. We monitor the platform, maintain the infrastructure and respond to incidents during support hours (24/7). Service credits do not apply to standard plans unless expressly stated in your order.
2. Dedicated Cloud and contracted services
A service level agreement, including availability targets, response times and service credits, is available on Dedicated Cloud and on other services where it is expressly contracted. The applicable service levels and credits are confirmed in your order and take precedence over this general policy.
3. Backup
All plans include automated backup according to the plan's backup policy (currently daily, with 7 restore points retained). Restores can be requested from the customer portal and are tracked until completion.
4. Planned maintenance
We aim to schedule planned maintenance outside business hours and to give advance notice in the customer portal or by email where maintenance may affect access.
5. Support
Support is available by phone, email and portal tickets during support hours. The support level for your plan is shown on the pricing page and in your order.
6. Exclusions
Service levels do not cover issues caused by your internet connection or devices, software or licences you provide, actions of your users, scheduled maintenance with notice, or events beyond our reasonable control.
7. Claiming service credits
Where service credits apply under your order, submit a claim through the customer portal within 30 days of the incident. Credits are applied to future invoices and are your sole remedy for missed service levels.
Questions about this policy? Email support@tallycloud.net.
TallyPrime and Tally are trademarks of Tally Solutions Pvt. Ltd. TallyCloud is an independent cloud hosting service and is not affiliated with, endorsed by or sponsored by Tally Solutions Pvt. Ltd. Customers must hold a valid Tally licence.