Service Level Agreement

Uptime Commitment

FinovaOS commits to a monthly uptime of 99.9% for all paid plans, measured on a rolling 30-day basis. This excludes scheduled maintenance windows and force majeure events.

Measurement

Uptime is calculated as: (Total minutes in month − Downtime minutes) / Total minutes × 100. Our status page at /status provides real-time and historical uptime data.

Scheduled Maintenance

Planned maintenance will be announced at least 48 hours in advance via email and the status page. Maintenance windows are typically between 02:00–04:00 UTC on weekends and do not count toward downtime.

Credit Calculation

If monthly uptime falls below 99.9%, affected customers on paid plans are entitled to service credits applied to their next billing cycle.

Credit Table

99.0%–99.9% uptime → 5% credit | 95.0%–99.0% → 10% credit | Below 95.0% → 25% credit. Credits are capped at 25% of the monthly subscription fee.

Claiming Credits

Credits must be requested within 30 days of the incident by emailing support@finovaos.app with the subject 'SLA Credit Request'. Credits are not paid in cash and cannot be transferred.

Starter Plan

Email support only. Target first response: 72 business hours. Scope: product questions, billing, and account issues.

Professional Plan

Email + live chat support. Target first response: 24 business hours. Priority handling for critical issues affecting core accounting functions.

Enterprise Plan

Email + live chat + dedicated account manager. Target first response: 4 business hours. Critical production issues: 2-hour target. After-hours escalation available.

Business Hours

Support business hours are Monday–Friday 09:00–18:00 PKT (UTC+5). Enterprise critical support operates 24/7 for P1 issues.

P1 — Critical

Complete service unavailability or data loss. Examples: login failure for all users, invoice data inaccessible. Response target: 1 hour. Resolution target: 4 hours.

P2 — High

Core feature degraded, workaround available. Examples: slow report generation, payment gateway timeout. Response: 4 hours. Resolution: 24 hours.

P3 — Medium

Non-critical feature impacted. Examples: PDF export delay, filter bug. Response: 24 hours. Resolution: 5 business days.

P4 — Low

Minor cosmetic issues or feature requests. Response: 72 hours. Resolution: next release cycle.

Backup Frequency

Automated daily snapshots of all customer data are taken and retained for 30 days. Companies on Pro and Enterprise plans may schedule additional on-demand backups via the Backup & Restore dashboard. Backup infrastructure is provided by our primary database provider with point-in-time recovery available on eligible plans.

Recovery Point Objective (RPO)

In the event of data loss, maximum data loss is limited to 24 hours (the automated backup interval). Customers on eligible plans may reduce this window by scheduling more frequent backups.

Recovery Time Objective (RTO)

In the event of a full disaster requiring database restore, target recovery time is 24 hours for critical systems. Point-in-time recovery on eligible plans can reduce RTO to 4 hours.

Data Export

Customers can export all their data (invoices, ledger, contacts, inventory) in CSV/PDF format at any time from the dashboard. Data export is available for 90 days after account closure.

Excluded Events

The following are excluded from SLA calculations: force majeure events (natural disasters, war, government actions), internet or network issues outside FinovaOS infrastructure, customer-caused outages (incorrect configuration, API abuse), third-party service failures (payment gateways, SMS providers, email deliverability), and scheduled maintenance announced 48+ hours in advance.

Fair Use

SLA protections apply to customers using the service within fair use limits. Accounts identified as abusing the platform (bulk data scraping, excessive API calls) may have SLA protections suspended pending review.