Legal / Service Level and Support Policy
Service Level and Support Policy
What we aim for on availability and response, stated as targets rather than promises.
Version 1.3 · last updated 2 October 2026
This policy describes what we work to. The Terms of Service govern legally, and clause 12 of them is the warranty position. We would rather publish a target we actually meet than a guarantee we cannot back.
Availability target
We target 99.5% monthly availability for the API gateway, measured as the proportion of successful health checks in a calendar month, excluding announced maintenance and failures inside a third-party model provider that we route around or report as an upstream error.
The current plan carries no service credits. If we introduce a paid tier with a contractual service level and a credit regime, it will be published here, and it will not reduce anything in this document.
Support
Support is by email, at support@topbilling.in, Monday to Friday, 10:00–18:00 IST, excluding public holidays in Tamil Nadu. There is no telephone channel. Quote the tb_req_ request id or the order id and you will usually get a specific answer in the first reply.
| Severity | What it means | First response target |
|---|---|---|
| 1 — Service down | The gateway is not answering, or authentication or billing is broken for everyone. | Within 4 hours, including outside working hours |
| 2 — Degraded | Elevated errors or latency, one model unavailable, usage or invoices not updating. | Within 1 working day |
| 3 — Question or request | How-to questions, limit increases, a billing query, a document request. | Within 2 working days |
| Billing dispute | A charge you believe is wrong. | Within 2 working days; investigated within 7 |
| Security report | A vulnerability, under the Responsible Disclosure Policy. | Within 2 working days |
| Grievance | A formal complaint under the Grievance Redressal Policy. | Acknowledged within 24 hours, resolved within 15 days |
Status and incidents
The status page reports the gateway, the application and each model route from live health data rather than from a manual switch. For an incident of severity 1 or 2 we post what we know, update it as we learn more, and publish a short account afterwards of what happened and what we changed.
Maintenance
Routine deployments are rolling and need no downtime. Where maintenance does need an interruption we announce it on the status page and by email to account owners at least 48 hours beforehand, and we schedule it between 00:00 and 04:00 IST.
Changes and deprecation
- Model retirement: at least 90 days of notice, with a suggested replacement, unless the provider withdraws it sooner — in which case we tell you as soon as we know.
- Breaking API change: at least 30 days of notice. Additive changes ship without notice; our protocol surfaces follow the vendor formats they implement.
- Price change: a new pricing version with an effective time, announced before it applies. In-flight requests keep their version.
- Policy change: 15 days of notice for anything that materially reduces your rights.
Other documents
- Terms of Service — The agreement between you and VD Enterprises for using Top Billing.
- Acceptable Use Policy — What you may not do with the Service, and what happens if you do.
- Privacy Policy — What personal data we process, why, where it goes, how long we keep it, and your rights.
- Cookie Policy — The only cookies we set are the ones that keep you signed in.
- Data Processing Addendum — The processor terms that apply when you route personal data you are responsible for through the Service.
- Sub-processors — Every third party that processes data on our behalf, what for, and where.
- Credits, Refunds and Cancellation Policy — How prepaid credits work, what is charged, and when money comes back.
- Service Delivery Policy — Nothing is shipped. What you buy is available within minutes, and usually at once.
- Referral Programme Terms — Invite someone, and when they top up you get credits. The exact rules.
- Grievance Redressal Policy — How to complain, what we must do about it, and where to go if we fail you.
- Responsible Disclosure Policy — Report a vulnerability in good faith and we will not come after you.
- About and business details — The registered identity behind Top Billing, as the e-commerce disclosure rules expect.
- Contact — How to reach us, and what to include so the first reply is a useful one.