Our commitment to reliability, performance, and support for your healthcare operations.
Monthly platform availability target for all paid plans
95th percentile for standard API endpoints
Continuous infrastructure and application monitoring
IdeaDunes guarantees 99.9% monthly uptime for all paid subscription plans. Uptime is calculated as:
Uptime % = ((Total Minutes − Downtime Minutes) / Total Minutes) × 100
Exclusions: Scheduled maintenance (notified 48h in advance), force majeure events, customer-side network issues, and third-party service outages (payment gateways, ABDM) are excluded from uptime calculations.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits must be requested within 30 days of the incident. Maximum credit per month: 50% of monthly fee. Credits are applied to future invoices and are non-refundable.
| Priority | Description | Starter | Clinic | Hospital | Enterprise |
|---|---|---|---|---|---|
| P1 — Critical | Platform down, data loss risk | 24h | 8h | 2h | 30min |
| P2 — High | Major feature broken, no workaround | 48h | 12h | 4h | 1h |
| P3 — Medium | Feature impaired, workaround exists | 72h | 24h | 8h | 4h |
| P4 — Low | Question, enhancement request | 5 days | 48h | 24h | 8h |
Real-time platform status is available at our status page. During incidents, we communicate via status page updates, email notifications, and (for P1) phone calls to affected enterprise customers. Post-incident reports are published within 48 hours of resolution.
| Metric | Target | Measurement |
|---|---|---|
| Page Load Time | < 2 seconds | 95th percentile, global CDN |
| API Response Time | < 200ms | 95th percentile, standard endpoints |
| Database Query Time | < 50ms | 95th percentile, indexed queries |
| File Upload Speed | < 5 seconds for 10MB | Standard connection |
| Concurrent Users | 500+ per instance | Without performance degradation |
| Report Generation | < 10 seconds | Standard reports up to 10,000 rows |
Recovery Time Objective — maximum time to restore service after a major incident. Enterprise: < 1 hour.
Recovery Point Objective — maximum data loss window. Point-in-time recovery with 5-minute granularity.
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