Service Level Agreement
Preamble
This Service Level Agreement ("SLA") is part of the Terms of Service (/legal/terms-of-service) between Ustawi and Customer, and sets out Ustawi's uptime and support commitments for the Service.
1. Uptime Target
Ustawi targets 99.9% monthly uptime for the core platform (API and portal) on a commercially-reasonable-efforts basis, excluding scheduled maintenance and events outside Ustawi's reasonable control (Section 5).
2. Uptime Calculation
Monthly Uptime % = (Total Minutes in Month − Downtime Minutes) / Total Minutes in Month × 100. "Downtime" means the Service is unavailable to all users of a given tenant, excluding scheduled maintenance windows (Section 4) and excluded events (Section 5).
3. Service Credits
Service credits are Customer's sole and exclusive remedy for any failure to meet the uptime target. To claim a credit, Customer must submit a request within 30 days of the end of the affected month via /contact.
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% and ≥ 99.0% | 10% of that month's fees |
| < 99.0% and ≥ 95.0% | 25% of that month's fees |
| < 95.0% | 50% of that month's fees |
4. Scheduled Maintenance
Ustawi will provide at least 48 hours' advance notice of scheduled maintenance likely to cause downtime, and will schedule such maintenance to minimize disruption to the per-tenant nightly reporting cycle where possible. Routine maintenance is normally performed during the standard maintenance window (Sundays 00:00–04:00 EAT).
5. Exclusions
The uptime target does not apply to unavailability caused by: (a) factors outside Ustawi's reasonable control (force majeure, internet backbone failures, third-party infrastructure/sub-processor outages); (b) Customer's own equipment, connectivity, or misuse; (c) scheduled maintenance per Section 4; (d) suspension of Customer's account for breach of the Terms of Service or Acceptable Use Policy.
6. Support Response Targets
First-response targets are measured in business hours (Monday–Friday, 08:00–17:00 EAT) and vary by the Customer's support tier, which ships with the Customer's product plan: Standard (Starter), Priority (Growth) and Dedicated (Enterprise). Channel availability (in-app/email, chat, phone) also varies by tier. Standard is the guaranteed baseline; Priority and Dedicated receive faster targets. See /support/plans for the full comparison.
| Severity | Definition | Standard | Priority | Dedicated |
|---|---|---|---|---|
| Critical (P1) | Service down or a core money-movement function is broken tenant-wide | 8 business hours | 4 business hours | 2 hours |
| High (P2) | A major feature is broken but a workaround exists | 2 business days | 8 business hours | 4 business hours |
| Medium (P3) | Minor functional issue | 3 business days | 2 business days | 1 business day |
| Low (P4) | Cosmetic issue or general question | 5 business days | 5 business days | 3 business days |
7. Customer Obligations
Customer must designate authorized contacts for support requests, provide reasonable detail to reproduce an issue, and keep client devices/mobile app versions reasonably current to receive support.
8. Reporting & Status Visibility
Real-time and historical uptime information is available at /help/status.
9. Changes to This SLA
Ustawi may update this SLA with 30 days' notice for future subscription terms; changes do not apply retroactively to a then-current measurement period.
Frequently asked questions
What uptime does Ustawi target?
A 99.9% monthly uptime target for the core platform, provided on a commercially-reasonable-efforts basis — see Section 1.
What happens if Ustawi misses its uptime target?
Service credits per the table in Section 3.
How fast will support respond to a critical outage?
See Section 6, Critical (P1) row.
Where can I check current system status?
The live status page at /help/status.