Service Level Agreement
Support response targets by plan, our availability target, the status page and how to reach us.
Scope
This Service Level Agreement (SLA) describes the support response times and service availability Limnn (Private) Limited (Limnn) aims to provide for paid Limnn subscriptions. It forms part of the Terms of Service. A signed Order may set different service levels for Enterprise customers; where it does, the Order applies.
Definitions
- Response time means the time between Limnn receiving a support request through a listed channel and a person at Limnn replying with a first substantive response. It is not a time to resolve the issue.
- Business hours means 9:00 to 18:00, Monday to Friday, UTC+5, excluding public holidays.
- Availability means the share of minutes in a calendar month in which the core web application at app.limnn.com is reachable and accepting sign-ins, excluding Scheduled Maintenance and Exclusions.
- Scheduled Maintenance means maintenance announced on the status page at least 48 hours in advance.
Support response times
| Plan | First response target | Coverage | Channels |
|---|---|---|---|
| Core | Within 48 hours | Business hours | Email (support@limnn.com), in-app help |
| Pro | Within 24 hours | Business hours | Email, in-app help |
| Enterprise | Priority, dedicated support | 24 hours a day, 7 days a week | Email, in-app help, named contact |
| Free trial | Best effort | Business hours | Email, in-app help |
Critical incidents (the service is unavailable, or a security incident affects your data) are prioritised on every plan. Report them to support@limnn.com with “URGENT” in the subject, or to security@limnn.com for security matters.
Availability and status
Limnn targets 99.9% monthly Availability for the core web application. Live and historical service status, incidents and Scheduled Maintenance are published at app.limnn.com/status.
Exclusions
- Scheduled Maintenance and emergency security maintenance.
- Problems caused by your network, devices, browser, or by third-party services and integrations you connect (for example email providers, calendars or CRMs).
- Outages of upstream AI or messaging providers that Cortex or other features depend on, where the rest of the service remains available.
- Beta, preview or free features, and suspension under the Terms of Service.
- Events outside Limnn's reasonable control, as described in the Terms of Service.
How to get help
Email support@limnn.com from your workspace account, include the workspace name, what happened, when, and any screenshots. Billing and cancellation questions follow the Refund & Cancellation Policy.
Limnn (Private) Limited. Privacy and data requests: privacy@limnn.com. Billing and account help: support@limnn.com. Security reports: security@limnn.com. Contracts and legal notices: legal@limnn.com.