GoTender

Service Level Agreement

Last updated: 8 August 2026

This Service Level Agreement (“SLA”) sets out the levels of service that CatScape Technologies, the registered entity that owns and operates the GoTender platform (“GoTender”, “we”), commits to for sellers who hold a paid subscription to that platform at gotender.catscapetech.org. It forms part of, and is read together with, the Terms & Conditions and the Seller Agreement. Where this SLA and those documents conflict on a service level, this SLA governs.

1. What GoTender provides

“GoTender” is a brand and platform of CatScape Technologies. Contracts formed under this SLA, and every payment collected through the platform for platform services, are with CatScape Technologies as the legal entity; invoices are issued in its name.

GoTender is a software platform. We give a Seller a hosted online catalogue, an order and enquiry inbox, a delivery-partner facility, customer messaging, invoicing tools and a seller panel to run them from. We are an intermediary within the meaning of the Information Technology Act, 2000. We do not own, stock, inspect or sell any goods listed on the platform; the Seller is the seller of record for every order.

2. What is paid for on this website

This is the scope of every payment processed through our payment gateway, and it matters for reading the rest of this SLA. Sellers pay GoTender for platform services only:

  • Subscription plans giving access to the platform for a fixed term.
  • Promotional placement (advertising slots) within the platform.
  • Prepaid credits for optional add-ons — AI catalogue import and WhatsApp customer messaging.

The value of a customer's order does not pass through GoTender. Customers pay the Seller directly, by cash on delivery or by the Seller's own payment method. GoTender holds no customer funds, operates no escrow and makes no settlements to Sellers. Refunds for goods are therefore the Seller's responsibility under the Cancellation & Refund Policy.

3. Availability commitment

GoTender commits to 99.5% availability of the platform, measured per calendar month. The platform is “available” when a Seller can sign in to the seller panel and a customer can load a Seller's public catalogue page.

  • Availability is measured as (total minutes in the month − unavailable minutes) ÷ total minutes in the month.
  • Unavailability is counted from the time we detect an outage, or from the time a Seller reports one, whichever is earlier.
  • An outage affecting only a single Seller's data or configuration is handled as a support incident under clause 6, not as platform unavailability.

The platform runs on a single hosted server tier. 99.5% is the figure that infrastructure genuinely supports — we would rather commit to a number we can hold than publish one we cannot.

4. Excluded from the availability calculation

  • Planned maintenance notified under clause 5.
  • Failures of a third-party service outside our control — the hosting provider, the payment gateway, WhatsApp or SMS delivery, email delivery, map and translation services, or the public internet and DNS.
  • Loss of service caused by the Seller — an expired subscription, a suspension under clause 10, misuse of the API, or the Seller's own network or device.
  • Force majeure: natural disaster, war, civil disturbance, government action, general strike, or a large-scale internet or power failure.
  • Attacks on the platform, including denial-of-service attacks, to the extent they defeat commercially reasonable defences.

5. Planned maintenance

  • Routine maintenance is carried out in a window between 00:00 and 05:00 IST.
  • We give at least 24 hours' notice of maintenance expected to interrupt service, by email to the address on the Seller's account and by a notice in the seller panel.
  • Emergency maintenance to close a security vulnerability or prevent data loss may be carried out without notice. We notify affected Sellers as soon as practicable afterwards.
  • Planned maintenance will not exceed 4 hours in any calendar month.

6. Support and response times

Support is provided in English and Hindi by email to support@gotender.catscapetech.org, and through the seller panel messaging thread. Business hours are 10:00 to 19:00 IST, Monday to Saturday, excluding public holidays.

  • Critical — the platform is down, no Seller can sign in, or payments are failing. First response within 4 hours, worked continuously until resolved or worked around.
  • High — a core function is broken for a Seller: orders not arriving, catalogue not loading, order alerts not sending. First response within 1 business day; target resolution 3 business days.
  • Normal — a non-blocking fault, a question, or a configuration request. First response within 2 business days; target resolution 10 business days.
  • Low — an enhancement request or cosmetic issue. Acknowledged within 5 business days; no resolution commitment.

Severity is assessed by GoTender on the facts reported. Response time means a substantive human reply, not an automated acknowledgement.

7. Payments, invoicing and cancellation

  • Subscription and credit payments are collected through Razorpay. GoTender does not store card numbers, UPI credentials or bank details; those are held by the gateway.
  • A GST invoice is generated on every successful payment, emailed to the Seller and available to download from the seller panel indefinitely.
  • Subscriptions are for a fixed term and do not auto-renew. Access ends when the term ends unless the Seller renews.
  • A Seller may stop using the platform at any time. Cancellation and refund entitlements are set out in the Cancellation & Refund Policy, and the service credits in clause 8 are in addition to those rights.
  • Prepaid credits for messaging and AI import are consumed as used, do not expire during an active subscription, and are not exchangeable for cash.

8. Service credits

If monthly availability falls below the commitment in clause 3, the affected Seller is entitled to the credit below. Credit is applied as an extension of the current subscription term.

  • 99.5% or above — Target met — no credit due
  • Below 99.5% but at or above 99.0% — 3 additional days added to the subscription term
  • Below 99.0% but at or above 95.0% — 7 additional days added to the subscription term
  • Below 95.0% — 15 additional days, or a pro-rata refund of the affected month at the Seller’s option
  • Claim by emailing support@gotender.catscapetech.org within 30 days of the end of the affected month, with the dates and times of the outage.
  • We respond to a claim within 10 business days and apply any credit due within 5 business days of accepting it.
  • Service credits are the Seller's exclusive remedy for failure to meet the availability commitment.

9. Data protection, security and backups

  • All traffic is served over HTTPS. Passwords are stored only as salted hashes; we cannot read them.
  • A Seller's catalogue, order and customer data belongs to that Seller. We process it to run the platform and do not sell it or share it with other Sellers.
  • Database and uploaded media are backed up, and the restore procedure is tested. Uploaded media is held outside the deployment directory so that it survives a software release.
  • On a confirmed data breach affecting a Seller's data, we notify that Seller within 72 hours of confirming it, describing what happened and what we are doing.
  • On termination, a Seller may request an export of their catalogue and order data. We provide it within 30 days of the request.
  • Handling of personal data, including rights under the Digital Personal Data Protection Act, 2023, is set out in the Privacy Policy.

10. Seller obligations

The service levels above assume the Seller:

  • Holds a current subscription and keeps their contact email and mobile number accurate and reachable.
  • Keeps their licences and compliance details current, and lists only permitted goods — see clause 2A of the Seller Agreement.
  • Responds to orders and enquiries, and keeps stock and open/closed status accurate.
  • Does not attempt to circumvent rate limits, scrape the platform, or interfere with other Sellers' data.

GoTender may suspend a Seller's account without credit where a listing is unlawful, a licence is false or unverifiable, payment fails, or continued operation puts customers or the platform at risk. Except for unlawful content or a security risk, we give notice and a reasonable chance to fix the problem first.

11. Limits

Nothing in this SLA excludes liability that cannot lawfully be excluded, including for fraud or for death or personal injury caused by negligence. Subject to that, GoTender is not liable for a Seller's lost profit, lost sales or loss of goodwill, and our total liability arising from the platform in any 12-month period is limited to the fees that Seller paid GoTender in that period. We are not responsible for the quality, safety, legality or delivery of any goods a Seller sells — that liability is the Seller's.

12. Changes to this SLA

We may change this SLA. Where a change reduces a service level, we give 30 days' notice by email and in the seller panel, and a Seller who does not accept the change may cancel and receive a pro-rata refund of the unused part of their term. The version on this page, with the date at the top, is the one in force.

13. Governing law

This SLA is governed by the laws of India, and the courts having jurisdiction over the registered office of CatScape Technologies have exclusive jurisdiction. A Seller's statutory rights under the Consumer Protection Act, 2019 are unaffected.

14. Contact

Escalation routes and statutory timelines are set out on the Grievance Redressal page.