Why this page is short
Complifly is in pilot. We publish a service level only when someone is staffed to meet it and we can show whether we did. Everything below is a commitment. Anything we leave out, we have not promised.
What we commit to today
| Request | Our commitment | Counted from |
|---|---|---|
| Any enquiry: sales, support, security (including a vulnerability report), privacy, a refund request or a partnership | We reply within one business day. | When we receive your form or email. |
| Health Check report (where a Health Check is offered) | Within five business days. | When you finish the questionnaire. |
| Health Check walkthrough call | Within seven business days. | When you finish the questionnaire. |
Business days
A business day is a day from Monday to Friday in India, excluding the holidays we observe. We reply during business days, by email, phone or the contact form.
Support for customers during the pilot
There is no published support service level for customers during the pilot. Each customer has a named contact, and the channels and any response targets for that customer are written into its proposal and order.
Existing customers should start with their named contact. Otherwise use the support option on the contact page, which reaches the right person.
Availability
We do not publish an uptime percentage and we do not operate a public status page yet, because there would be no record to check a figure against. If availability matters to your decision, ask us what we can evidence for your plan, and we will put anything we agree into your order.
Complifly depends on systems we do not control: the government e-invoice and e-way bill systems and GSTN, your GST Suvidha Provider, your ERP and your own network. The Terms of Service explain how that affects responsibility.
What we do not offer yet
Round-the-clock support.
An uptime commitment, or service credits.
Response targets by severity for every customer. Where a customer needs them, they are agreed in its order.
A public status page, or maintenance notices.
The Enhanced SLA add-on. It is not available and cannot be ordered.
How this page relates to your order
This page summarises our commitments. If your order sets different or additional service levels, your order applies. We will add to this page only when a commitment is staffed and measured.
Support — How to reach us.
Status — What we publish about availability.
Terms of Service — Responsibilities, third-party systems and liability.