Service Delivery Policy

CleStay (operated by Nageshwari Engineers and Consultant Pvt Ltd) is a Software-as-a-Service (SaaS) platform. As we provide digital services rather than physical products, this Service Delivery Policy outlines how our services are delivered, activated, and made available to customers.

1. Nature of Service

CleStay provides cloud-based software services that are delivered entirely online. There are no physical products to ship or deliver. All services are accessed through:

• Web browsers (Chrome, Firefox, Safari, Edge)
• Internet connection (minimum recommended: 5 Mbps)
• Compatible devices (desktop, laptop, tablet, mobile)

2. Service Activation Timeline

2.1 Free Trial

Immediate Activation: Free trial accounts are activated instantly upon registration. You can start using the platform immediately after signing up.

2.2 Paid Subscriptions

Standard Plans: Once payment is confirmed, your subscription is activated within 5-10 minutes.

Custom/Enterprise Plans: Activation within 24 hours after:

• Payment confirmation
• Contract signing (if applicable)
• Initial setup consultation

3. Onboarding and Setup

3.1 Self-Service Setup

For standard plans, you can set up your account independently using:

• Step-by-step setup wizard
• Video tutorials and documentation
• In-app help guides
• Knowledge base articles

3.2 Assisted Setup (Premium/Enterprise)

For premium and enterprise customers, we provide:

• Dedicated Onboarding: 1-2 weeks for complete setup
• Data Migration: 3-7 business days (depending on data volume)
• Team Training: Scheduled within first week of activation
• Custom Integration: Timeline varies (discussed during consultation)

4. Service Availability

24/7 Access: CleStay is available 24 hours a day, 7 days a week, 365 days a year, subject to:

• Uptime SLA: 99.9% uptime guarantee
• Scheduled Maintenance: Announced 48 hours in advance, typically during low-traffic hours
• Emergency Maintenance: May occur with minimal notice if required for security or critical fixes

5. Data Migration Services

5.1 Free Migration (Standard Plans)

We provide free assisted data migration for:

• Basic guest data (up to 5,000 records)
• Standard CSV/Excel formats
• Timeline: 3-5 business days

5.2 Premium Migration (Enterprise Plans)

Enterprise customers receive:

• Full data migration (unlimited records)
• Complex data transformation
• Migration from any PMS system
• Timeline: 5-10 business days

6. Training and Support Delivery

6.1 Initial Training

Starter Plans: Self-paced online training materials (available immediately)

Professional Plans: Live training sessions (scheduled within 48 hours)

Enterprise Plans: On-site or virtual training (scheduled as per agreement)

6.2 Ongoing Support

Email Support: Response within 24 hours (business days)

Priority Support: Response within 4 hours (24/7)

Dedicated Account Manager: Available for enterprise customers

7. Integration and API Access

API Access: Available immediately upon subscription activation for Professional and Enterprise plans

Third-Party Integrations: Most integrations are activated instantly; custom integrations may take 2-4 weeks

8. Service Delays

While we strive for immediate service delivery, delays may occur due to:

• Payment processing issues
• Incomplete registration information
• Complex custom requirements requiring additional consultation
• High-volume data migration requiring additional processing time
• Technical issues beyond our control

We will notify you immediately if any delays occur and provide an updated timeline.

9. Service Suspension or Termination

9.1 Payment Issues

If payment fails, your account will be:

• Day 1-7: Grace period with email reminders
• Day 8-15: Limited access (read-only mode)
• Day 16+: Account suspended until payment received
• After 30 days: Account may be permanently deleted

9.2 Voluntary Cancellation

When you cancel:

• Service continues until end of billing period
• Data export available for 30 days
• Account permanently deleted after 30 days

10. Geographic Availability

CleStay services are available globally to customers in all countries, subject to:

• Local laws and regulations
• Payment method availability in your region
• Internet connectivity requirements

11. Service Updates and Upgrades

Automatic Updates: Software updates are deployed automatically at no additional cost

New Features: Released continuously; no waiting for version upgrades

Notifications: You'll be notified of major updates via email and in-app notifications

12. Contact for Service Delivery Questions

If you have questions about service delivery, setup, or activation, please contact us: