Dedicated hosting
Each client's system runs on its own cloud virtual server (VPS) with its own database. No other client's software or data runs on it.
Security, Hosting & Support
What happens to your data, and the support you can expect.
Business software is only as trustworthy as the way it is run. This page explains where your system lives, how it is protected and backed up, and how we respond when you need help.
Your data
Hosting, backups and access
Daily backups
Databases are backed up automatically every day and stored separately from the server they protect. Restores are carried out by our team on request.
Encryption in transit
All access to your system is over HTTPS, so data travelling between your team and the server is encrypted.
Access control
Inside the software, roles and permissions decide who can see and change what. Server access is limited to the engineers who support your system.
Audit trail
Important actions are recorded in an audit log, so you can see who changed what and when.
Data ownership & export
Your data belongs to you. You can export it in standard formats at any time, and we provide a full export if you leave.
Maintenance
Keeping your system healthy
Security patches. Critical security updates to the server, framework and libraries are applied promptly. We tell you what was updated.
Planned maintenance. Routine maintenance is scheduled outside your working hours wherever possible, with advance notice when downtime is expected.
No surprise changes. Maintenance never changes how your software looks or works. Functional changes are made only at your request. See our stability covenant.
Monitoring. We monitor availability and application errors so that problems can be investigated quickly, often before they are reported.
Incidents
If something goes wrong
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1
We acknowledge it
You hear from an engineer, not an automated ticket.
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2
We keep you informed
For outages or data issues, we update your named contact by phone, WhatsApp or email until it is resolved.
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3
We fix the cause
We correct the underlying cause so the same problem does not return.
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4
We explain what happened
For significant incidents, you receive a written summary of the cause and the steps taken.
Support
How support works
Support is provided by the engineers who build and run your system, during Monday to Saturday, 10 am to 7 pm IST. Response targets depend on how serious the issue is.
| Severity | Example | Response target |
|---|---|---|
| Critical | The system is down or data appears incorrect for everyone. | Within 2 business hours |
| High | An important workflow is blocked, such as quotations or dispatch. | Within 4 business hours |
| Normal | Something works incorrectly but there is a workaround. | Within 1 business day |
| Request | A question, a report change or a new feature. | Within 2 business days |
Response targets are our standard commitments. Contractual service levels, if any, are set out in your Order Form.
Reporting a security concern
If you believe you have found a security vulnerability in our website or software, please email contact@maithilsystems.com with the details. We will acknowledge your report, investigate, and keep you updated. Please do not access or modify data that does not belong to you.
For how we handle personal data, see our Privacy Policy.
Have a question about security or support?
We're happy to walk your IT team or auditors through how your system would be hosted and protected.