OPD does not pause for maintenance. Neither does the commitment.
The availability target is uptime target, measured monthly and published on the status page at status page url. Here is what it covers, how we report against it, and what the clinic gets if we fall short.
- {{UPTIME_TARGET}} target
- Public status page
- Support {{SUPPORT_HOURS}}
A clinic needs three things from an SLA: a number, a way to check it, and a person to call.
Most software SLAs are written for procurement teams. A clinic needs something simpler. When the front desk cannot open a record at nine in the morning with a queue forming, the questions are: is it us or them, how long will it last, and who do I ring. An SLA that does not answer those three within a minute is not doing its job.
So this page is organised around them. The number is the monthly availability target, uptime target. The way to check it is the public status page at status page url, which shows current state and incident history without a login. The person to call is support, reachable during support hours on support phone and at contact email, with the escalation path written into the agreement.
What the target covers: the ability to sign in, open records, write prescriptions, bill and send WhatsApp messages through SaroConnect. What it excludes: scheduled maintenance announced in advance and placed outside typical OPD hours, outages of the clinic's own internet or devices, and outages of third-party services such as the ABDM gateway or Meta's WhatsApp network that are beyond our control. Those exclusions are listed in the agreement so there is no argument later.
What Lumotis commits to, and what the clinic keeps on its side.
Product means Lumotis is responsible. Clinic means it is on your side of the connection. Both means we provide the mechanism and the clinic uses it.
- Saaro handles it
Monthly availability target
The platform is available at least uptime target of the minutes in each calendar month, excluding announced maintenance. Availability is measured by external monitoring, not by our own servers reporting on themselves.
- Saaro handles it
Public status page
Current status and incident history are published at status page url. Clinics can subscribe to updates by email or WhatsApp so the owner hears about an incident before the front desk notices.
- Saaro handles it
Maintenance outside OPD hours
Planned maintenance is scheduled during maintenance window and announced at least maintenance notice in advance on the status page and by message to the clinic owner.
- Saaro handles it
Incident communication
During an incident, the status page is updated at regular intervals with what is affected, what we know and the next update time. A post-incident summary follows within postmortem days.
- Saaro handles it
Support hours and channels
Support is available during support hours by phone on support phone, on WhatsApp, and by email at contact email. Response targets per severity are set out in the agreement.
- Shared
Service credits if we miss the target
If monthly availability falls below uptime target, the clinic is entitled to service credits on the terms in the agreement: sla credit terms. Credits are claimed by writing to support within the period stated.
- Your clinic
Reliable internet at the clinic
Saaro is a web application. A working connection at the counter and in the consult room is the clinic's responsibility; a mobile hotspot as a fallback is a sensible habit.
- Your clinic
Keep a paper fallback for the rare outage
A printed appointment list for the day and a prescription pad in the drawer mean a short outage costs minutes, not a session. Entries are added to Saaro afterwards.
- Shared
Report what you see
If something looks wrong and the status page shows green, tell support with the time and what happened. Clinics are often the first to notice a regional issue.
The engineering behind the number.
Redundant hosting in India
The platform runs across more than one availability zone in hosting region, so a single zone or server failure does not take the service down.
Learn moreExternal monitoring
Independent probes check sign-in, record access and messaging from outside our network every minute. The status page reflects those probes, not our own opinion.
Owned messaging layer
SaroConnect is Lumotis's own WhatsApp Business Solution Provider infrastructure, so there is no third-party BSP in the chain whose outage we would have to wait out.
Learn moreQueued messages survive outages
Reminders and prescriptions due during a short outage are queued and sent when service resumes, with the record updated, rather than dropped.
Learn moreBackups you can restore from
Backups on a schedule of backup frequency with tested restores mean a data incident is recoverable, not only a service one.
Learn moreWorks on the phone in the corridor
If the counter machine fails, the same record opens on the doctor's phone. Device failure at the clinic is not a platform outage.
Learn more
What the clinic owner sees while something is wrong.
An owner should not have to ring us to find out whether it is us. The status page and the subscription messages tell them what is affected and when the next update is due, and the post-incident summary explains what happened and what changed.
Here is how a hypothetical incident would appear on the status page timeline.
- Affected component named, not 'degraded performance'
- Next-update time on every entry
- Resolved entry with duration
- Post-incident summary linked within postmortem days
- 09:02Investigating: sign-in slow for some clinicsOpen
- 09:10Identified: database connection pool; fix in progressUpdate
- 09:24Resolved: sign-in normal; queued messages sentResolved
- Thu 4 SepPost-incident summary publishedSummary
What the clinic needs, and where the commitment lives.
Tokens are filled in at signature. The agreement text governs; this page summarises it.
| What the clinic needs | Commitment | Where it is written |
|---|---|---|
| An availability number | uptime target monthly, excluding announced maintenance | Service agreement |
| A way to check it | Public status page at status page url | Status page |
| Someone to call | support hours on support phone, WhatsApp and contact email | Service agreement |
| Maintenance that avoids OPD | Window maintenance window, notice maintenance notice | Service agreement; status page |
| Updates during an incident | Regular status updates with next-update time | Status page |
| An explanation afterwards | Post-incident summary within postmortem days | Status page; email to owner |
| Something if we miss it | Service credits: sla credit terms | Service agreement |
| Messages not lost in an outage | Queued and sent on recovery, record updated | Product behaviour |
| Data safe in an incident | Encrypted backups backup frequency, tested restores | Security page; agreement |
Swipe to see every tier
Your questions answered.
The things clinics ask first.
The monthly availability target is {{UPTIME_TARGET}}, excluding maintenance announced in advance and scheduled outside typical OPD hours. It is measured by external monitoring and reported on the public status page.
Open {{STATUS_PAGE_URL}} on your phone's mobile data. If the page shows green and Saaro still will not load on the counter machine, the problem is on the clinic's connection. Support can confirm either way.
Support is available during {{SUPPORT_HOURS}} by phone on {{SUPPORT_PHONE}}, on WhatsApp, and by email at {{CONTACT_EMAIL}}. Response targets by severity are in the service agreement.
They are queued and sent when service resumes, with the patient record updated. Nothing due during a short outage is dropped.
Service credits on the terms in the agreement: {{SLA_CREDIT_TERMS}}. Claim by writing to support within the stated period, citing the month and the incident.
SaroConnect, our own messaging infrastructure, is covered. Meta's WhatsApp network itself and the ABDM gateway are third-party services outside our control and are excluded, as the agreement states.
Keep reading.
- FeaturesWhatsApp automationSaaro runs on SaroConnect, Lumotis's own WhatsApp Business infrastructure. Reminders, prescriptions, reports and refills go out from your number, patient replies come back to the desk, and messaging is included in every plan.
- FeaturesPatient recordsA record built from every visit, not a spreadsheet row. Prescriptions, reports, notes and follow-ups sit in one timeline, linked to the patient's ABHA if they have one.
- FeaturesMulti-clinicSaaro runs a clinic chain as one system: a shared patient index, doctors who move between branches, billing that stays separate per location, and a single view for the owner.
- TrustSecurityPatient data is encrypted in transit and at rest, seen only by the roles that need it, logged every time it is touched, and backed up so it can be restored. Here is the detail behind each of those claims.
- TrustData residencySaaro Health is hosted in India, in hosting region. Databases, report files, backups and the WhatsApp messaging layer are all in-country. The one thing that crosses a border is the WhatsApp message itself, and we say so.
- TrustSub-processorsA sub-processor is any company Lumotis uses to process clinic data on your behalf. This page lists them, says what each does and where it runs, and explains how you are told before one is added.
Read the agreement before you sign, not after.
Ask for the service agreement on the demo call. We will walk through every clause that matters to an OPD.