Service Delivery Policy

1. Nature of Service

Shronix eSign is a fully digital, online service. We do not ship any physical products. All services are delivered electronically through our web platform at esign.shronix.in. This Service Delivery Policy explains when and how our services become available to you after you complete a transaction.

2. Service Activation Timeline

2.1 Free Trial

• Activation: Immediate upon successful registration.
• Access: 10 free agreements available immediately in your account dashboard.
• Validity: Free agreements are available for use for 90 days from registration.

2.2 Paid Subscription Plans

• Activation: Immediate upon successful payment confirmation by the payment gateway.
• Access: Plan benefits (agreement quota, features) are activated within 5 minutes of payment confirmation.
• Validity: 12 months (1 year) from the date of payment.
• Confirmation Email: Sent within 30 minutes of payment confirmation.
• Invoice: Available in your account dashboard within 1 hour of payment.

2.3 Custom and Enterprise Plans

• Activation: Within 24-48 working hours of agreement and payment confirmation.
• Custom Setup: Additional time may be required for custom configurations, branding, or integrations.
• Onboarding: Includes a dedicated session with our team (scheduled within 7 days of activation).

3. Service Delivery Method

All services are delivered through:

• Your account dashboard at esign.shronix.in
• Email notifications for all important account activities
• WhatsApp notifications (where applicable)
• Downloadable signed PDFs and signature reports

4. Account Access

Your service access requires:

• A registered account at esign.shronix.in
• Valid login credentials (email and password)
• An active internet connection
• A modern web browser (Chrome, Firefox, Safari, Edge — latest versions recommended)

5. Notifications and Communications

5.1 Account Notifications

All account-related notifications (registration, payment confirmation, plan activation, expiry warnings) are sent to:

• Your registered email address (primary)
• Your registered mobile number via WhatsApp (where opted in)

Please ensure your contact information is current to receive timely notifications.

5.2 Signing Notifications

For each agreement created and sent for signing:

• Signing requests are sent to signatories within 30 seconds of initiation.
• Email and WhatsApp notifications are sent simultaneously.
• Signatories receive a unique signing link valid for 30 days.
• Auto-reminders are sent every 24 hours for pending signings (Professional and Enterprise plans).

5.3 Completion Notifications

• Upon completion of signing, all parties receive a confirmation email with the signed PDF.
• The signed document is available for download from the agreement owner's dashboard.
• The audit trail and signature report are generated automatically.

6. Service Availability and Uptime

We aim to provide:

• Service Uptime: 99.5% or higher monthly uptime (excluding planned maintenance).
• Support Hours: Monday to Saturday, 10:00 AM to 7:00 PM IST.
• Email Support: Response within 24 hours during business days.
• Phone Support: Available during business hours.
• Priority Support (Enterprise): Response within 4 hours during business hours.

7. Planned Maintenance

We perform regular maintenance to ensure the platform operates smoothly:

• Scheduled Maintenance: Typically conducted on weekends or during low-traffic hours.
• Notice: At least 48 hours advance notice for maintenance lasting more than 30 minutes.
• Emergency Maintenance: May occur with shorter notice if required for security or stability.

8. Service Interruptions

In the unlikely event of unplanned service interruption:

• Our team works to restore service as quickly as possible.
• Status updates will be posted on our website and via email.
• For interruptions exceeding 48 hours, you may be eligible for a service credit (refer to our Refund Policy).

9. Document Storage and Access

Your documents and signed agreements are stored as follows:

• Active Subscription: Unlimited access to all your documents.
• After Cancellation: 30 days of read-only access for download.
• After Account Closure: Documents archived securely as per our Privacy Policy retention rules.
• Bulk Export: Available on request before account closure.

10. Third-Party Dependencies

Some service features depend on third-party providers:

• Aadhaar OTP: Subject to UIDAI service availability.
• Email Delivery: Depends on email service providers (Zoho, Zeptomail) and recipient email systems.
• WhatsApp Notifications: Subject to WhatsApp Business API availability.
• Payment Processing: Subject to payment gateway availability.

We are not responsible for service delays or failures caused by these third-party providers.

11. Force Majeure

We may not be able to deliver services on time due to circumstances beyond our reasonable control, including but not limited to: natural disasters, internet outages, government actions, pandemics, acts of war or terrorism, or failures of essential third-party services. In such cases, service delivery will be resumed as soon as possible, and we will not be liable for delays caused by such events.

12. Failure to Deliver

If, despite our best efforts, we are unable to deliver the service you have paid for:

• We will notify you within 7 working days.
• You will be entitled to a full refund of the unused portion of your subscription.
• The refund will be processed within 7-10 working days as per our Refund Policy.

13. Customer Support

If you experience any issues with service delivery, please contact our support team: