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Service Delivery & Access Policy
Last Updated: March 27, 2026
Service Overview: Travel Navigator is a cloud-based SaaS (Software as a Service) platform. Unlike physical products, our service is delivered digitally and made accessible through web browsers and internet connectivity.
1. Account Provisioning & Access
1.1 Instant Activation
- Free Tier: Activated immediately upon email verification (within 60 seconds)
- Paid Plans: Activated within 5 minutes of successful payment confirmation
- Enterprise Plans: Custom setup completed within 24-48 hours with dedicated onboarding
1.2 Access Credentials
- Your login credentials are sent to the registered email address
- A secure password reset link is provided for first-time setup
- Multi-user accounts: Admin can invite team members who receive their own credentials
- Lost credentials can be recovered via the "Forgot Password" feature
1.3 Platform Access
- Web Dashboard: Accessible 24/7 via any modern web browser
- Supported Browsers: Chrome 90+, Firefox 88+, Safari 14+, Edge 90+
- Mobile Access: Responsive design optimized for smartphones and tablets
- No Downloads Required: 100% cloud-based, no software installation needed
2. Service Level Agreement (SLA)
2.1 Uptime Guarantee
| Plan Tier |
Uptime Guarantee |
Maximum Downtime/Month |
| Free Tier |
95% |
~36 hours |
| Basic/Growth |
99% |
~7 hours |
| Professional |
99.5% |
~3.6 hours |
| Enterprise |
99.9% |
~43 minutes |
2.2 Scheduled Maintenance
- Frequency: Typically once per month
- Duration: 30-120 minutes
- Notification: 72 hours advance notice via email and dashboard banner
- Timing: Scheduled during low-traffic hours (typically 12:00 AM - 4:00 AM IST)
- Scheduled maintenance does not count against uptime SLA
3. Feature Delivery Timeline
3.1 Core Features (Included in All Plans)
- CRM & Client Management: Available immediately
- Package & Itinerary Builder: Available immediately
- Invoice Generation: Available immediately
- PDF Export: Processing time 5-30 seconds depending on document complexity
3.2 Advanced Features (Plan-Dependent)
- White-Labeling: Logo upload reflected within 2 minutes
- Custom Branding: Color scheme changes apply instantly
- API Access: Keys generated within 5 minutes of request
- Integrations: Third-party connections (payment gateways, WhatsApp) configured within 24 hours
3.3 Support & Training
| Support Type |
Response Time |
Available For |
| Email Support |
Within 24 hours |
All Plans |
| Chat Support |
Within 4 hours |
Basic & Above |
| Priority Phone Support |
Within 1 hour |
Professional & Enterprise |
| Dedicated Account Manager |
Same-day response |
Enterprise Only |
4. Data Delivery & Storage
4.1 Data Hosting
- Primary Servers: Cloud-hosted with automatic geographic redundancy
- Data Centers: Located in secure, certified facilities
- Backup Frequency: Automated daily backups at 2:00 AM IST
- Backup Retention: 30-day rolling backup history
4.2 Storage Limits
- Free Tier: 500 MB storage (images, PDFs, attachments)
- Basic Plan: 5 GB storage
- Growth Plan: 20 GB storage
- Professional Plan: 100 GB storage
- Enterprise Plan: Custom storage allocation
4.3 Data Export
- You can export your data at any time in CSV, Excel, or JSON formats
- Client Lists: Instant export
- Booking Records: Export processing time ~2-5 minutes
- Financial Reports: Generated on-demand within 30 seconds
- Complete Database Backup: Available on request (48-hour delivery for large datasets)
5. PDF & Document Generation
5.1 Itinerary & Invoice Generation
- Simple Documents: Generated within 5-10 seconds
- Complex Itineraries: 15-30 seconds (multi-day trips with images)
- Bulk Generation: Up to 10 documents can be queued simultaneously
- Generated PDFs are stored for 90 days and can be re-downloaded anytime
5.2 Document Delivery to End Clients
- Email Delivery: Sent within 2 minutes of generation
- WhatsApp Share: Instant link generation for one-click sharing
- Public Links: Secure, mobile-optimized web preview (no login required)
- Download Limits: Unlimited downloads for 90 days
6. Performance Standards
6.1 Page Load Times
- Dashboard: Target load time under 2 seconds
- Reports & Analytics: Generated within 3-5 seconds
- Search Functions: Results displayed within 1 second
- Large Data Tables: Paginated for optimal performance (50 records per page)
6.2 Concurrent User Limits
- Free Tier: 1 concurrent user
- Basic Plan: 3 concurrent users
- Growth Plan: 10 concurrent users
- Professional Plan: 25 concurrent users
- Enterprise Plan: Unlimited concurrent users
7. Service Interruptions & Notifications
7.1 Planned Downtime
- All planned maintenance is announced at least 72 hours in advance
- Notifications sent via email, SMS (for paid plans), and in-app banners
- Critical updates may require brief downtime (typically under 30 minutes)
7.2 Unplanned Outages
- Our monitoring systems detect issues within 60 seconds
- Technical team is alerted immediately for resolution
- Status updates posted on our status page every 15-30 minutes
- Post-incident reports provided within 48 hours for major outages
8. Third-Party Service Dependencies
8.1 Payment Gateway Integration
- Razorpay, Stripe, PayPal: Real-time payment processing
- Payment confirmation reflected in your dashboard within 1-5 minutes
- Failed transactions are automatically retried up to 3 times
8.2 Email Delivery
- Transactional emails (invoices, itineraries) sent via reliable SMTP servers
- Delivery typically within 2-5 minutes
- Delivery failures are logged and you are notified for alternate action
9. Onboarding & Training Delivery
9.1 Self-Service Resources
- Video Tutorials: Available immediately in the Help Center
- Knowledge Base: 100+ articles covering all features
- Interactive Guides: Step-by-step walkthroughs within the platform
9.2 Personalized Training (Paid Plans)
- Professional Plan: 1-hour onboarding call scheduled within 7 days
- Enterprise Plan: Custom training program delivered within 14 days
- Training recordings provided for future reference
10. Service Guarantee
Our Commitment:
- If we fail to meet our stated uptime SLA, you will receive account credits
- Credits are calculated as: (Downtime Hours / Total Hours) × Monthly Subscription Fee
- Credits are automatically applied to your next billing cycle
- SLA credits do not apply to issues caused by third-party services or user error
11. Contact Support
For service delivery issues or questions:
- Email: webassets.tech@gmail.com
- Phone: +91 788 980 4942
- Live Chat: Available in your dashboard (9 AM - 6 PM IST)
- Status Page: status.travelnavigator.com (for real-time service status)