Legal information
Service level agreement
This service framework explains the standard availability objective, support hours, maintenance and recovery approach for OilMill ERP.
Availability objective
OilMill ERP targets 99.5% monthly availability for the production application. Availability is measured at the service entry point as total minutes in the calendar month minus verified unavailable minutes, divided by total minutes in that month.
This is a service objective and does not create automatic service credits. A different uptime commitment or remedy applies only when stated in a signed order form or custom SLA.
Support hours and response targets
Customer assistance is available Monday to Friday, 9:00 AM to 6:00 PM IST, excluding public holidays observed by Axellon E-commerce. Support is available by email at oilmillerp@gmail.com, WhatsApp at +91 9558450801 and phone at +91 8160883543.
The target initial response is four business hours for a production-wide outage or confirmed security incident, one business day for a major feature failure affecting multiple users and two business days for normal questions or minor issues. These are response targets, not guaranteed resolution times; resolution depends on cause, customer cooperation and third-party services.
Maintenance and exclusions
Where practical, planned maintenance that may materially interrupt the service will be announced at least 48 hours in advance and scheduled outside normal support hours. Emergency security or reliability work may be performed with shorter or no advance notice.
Availability calculations exclude announced maintenance, emergency security work, customer devices or networks, customer configuration or misuse, third-party services outside our reasonable control, internet-wide failures, force majeure, evaluation or beta features and periods when an account is suspended under the Terms of Service.
Backups, recovery and customer exports
Production data is stored in Supabase Postgres in the Mumbai, India region (ap-south-1). Axellon E-commerce uses commercially reasonable backup and recovery controls available under its managed infrastructure and periodically reviews restoration procedures.
Unless a signed order states specific recovery objectives, restoration is performed on a commercially reasonable best-effort basis and no fixed recovery point or recovery time is guaranteed. Customers should retain exports of records that are independently required for tax, statutory or business-continuity purposes.
Incident communication and customer responsibilities
For a material incident, we will provide reasonable status updates through the registered administrator email or another available channel. Required personal-data incident notices will be made in accordance with applicable law.
Customers must maintain current administrator contact details, secure their accounts, use supported browsers and internet connections, cooperate with diagnosis and promptly report incidents with enough information to investigate.
Last updated 22 September 2026. Grievance Officer: Raj Patel, oilmillerp@gmail.com. These website documents are a practical operating baseline and do not replace advice from a qualified legal or tax professional for a specific transaction.