Service Level Agreement (SLA)

This Service Level Agreement (SLA) defines service standards, support commitments, uptime targets, and responsibilities for customers using RentalDesk.

RentalDesk is a cloud-based property management software platform for landlords, property managers, and real estate teams.

1. Service Overview

RentalDesk provides a secure cloud-based rental management system that enables multiple properties to be managed from one dashboard.

Core features include:

• Tenant management
• Rent invoicing and billing
• M-Pesa rent payment automation
• Payment reconciliation
• Property financial reports
• Maintenance management
• Tenant communication tools
• Multi-property dashboard analytics

The platform is accessible through secure web browsers and a mobile-responsive interface.

2. Service Availability (Uptime Target)

RentalDesk targets 99.9% monthly uptime for core platform availability. This is a target, not a promise of uninterrupted service.

Uptime	Maximum Downtime per 30-Day Month
99.9%	43 minutes
99.5%	3.6 hours
99.0%	7.2 hours

Excluded from uptime calculation:

• Scheduled maintenance windows
• Internet service provider outages
• Mobile network outages
• Payment gateway outages
• Customer-side infrastructure issues
• Force majeure events

Scheduled maintenance is planned, wherever possible, outside 8:00 AM to 6:00 PM Monday to Friday (EAT). RentalDesk will provide at least 48 hours' advance written notice for scheduled maintenance expected to affect production availability, and any single planned maintenance window will normally not exceed 4 hours. Emergency maintenance may be performed on shorter notice where required to protect security or service continuity.

3. System Performance Standards

Performance metrics below are operating targets, not absolute guarantees.

Metric	Target
Page load speed	Under 3 seconds
Dashboard access	Under 2 seconds
Report generation	Under 10 seconds
Database availability	99.9% target

4. Payment and Bank API Integrations

RentalDesk supports payment and bank integrations that may include M-Pesa, Equity Bank / Jenga account notifications, and Co-operative Bank API or callback-based workflows where those integrations are included in the signed commercial scope.

Integration	RentalDesk standard scope	Customer / provider dependency
M-Pesa	Callback endpoint configuration, transaction logging, payment posting, and reconciliation workflows.	Valid Daraja credentials, shortcode approval, public callback reachability, and Safaricom platform availability.
Equity Bank / Jenga	Receipt and validation of callback notifications, payload logging, mapping to the configured account, and UAT support before go-live.	Bank-enabled callback access, whitelisting or security approval, test/live credentials, and consistent payment references in inbound payloads.
Co-operative Bank API / notification workflows	Configuration of the agreed connection pattern, ingestion of received payment data, exception logging, and validation support during onboarding.	Bank approval, API specifications, credentials, callback or allow-list rules, and any third-party middleware required by the bank.

Integration clauses:

• Standard onboarding begins only after the customer provides approved credentials, bank account details, callback or API rules, and the preferred payment reference format.
• RentalDesk will configure the agreed endpoint or receiving workflow, validate received payloads where possible, log inbound transactions, and support UAT before live activation.
• If a payment arrives without a usable reference or with incomplete metadata, RentalDesk will capture the event where possible and open an exception review workflow.
• Where a customer reports an unmatched M-Pesa or supported bank payment with the available proof of payment or reference details, RentalDesk targets acknowledgement within 4 business hours and correction or a substantive status update within 24 hours, subject to third-party provider response times.
• RentalDesk will investigate callback delivery, endpoint logs, mapping rules, and posting workflows under its control, and will coordinate technical follow-up with Safaricom, the relevant bank, or the integration provider where provider-side investigation is required. The customer will support any account-owner verification or approval requested by the provider.
• The standard SLA covers one agreed production configuration per customer environment. Additional bank accounts, non-standard mappings, or bespoke middleware are separately scoped.
• Availability, latency, and payload completeness for Co-operative Bank, Equity Bank, M-Pesa, and other third-party services remain dependent on those providers and are outside RentalDesk control.
• If a provider changes its API specification, authentication method, IP allow-list, callback format, or approval process, RentalDesk may require additional reconfiguration time and will communicate the revised turnaround.

5. Incident Management and Response

Response times refer to first acknowledgment and triage, not guaranteed final resolution.

Severity	Description	Initial Response	Target Resolution
Critical	System unavailable	30 minutes	4 hours
High	Core feature not working	1 hour	8 hours
Medium	Partial feature issue	4 hours	24 hours
Low	Minor issue or request	24 hours	72 hours

6. Support Hours

Email: support@rentaldesk.co.ke
Phone: +254 725 345 345
Website: https://rentaldesk.co.ke

RentalDesk provides customer support through the following structure:

Business Support Hours

Monday to Friday, 8:00 AM to 6:00 PM (EAT).

During these hours, customers may request assistance for:

• Platform guidance
• Report generation help
• Feature questions
• Account configuration

Emergency Support

Critical system incidents are monitored 24 hours a day, including weekends and public holidays.

Examples of emergency incidents include:

• System outage
• Payment processing failure
• Login failure affecting multiple users
• Infrastructure failure

Emergency incidents receive a response target within 30 minutes.

Support Coverage

• Standard remote support for in-scope use of live subscription features is included while the customer account remains active.
• Included support covers product guidance, issue diagnosis, standard configuration assistance, and defect triage for supported features.
• Extra charges may apply only where work falls outside standard support, including planned after-hours support, on-site visits, historical data cleanup, bulk migration correction, bespoke training, or custom integration changes requested after go-live.

Indicative Service Request Turnaround

Request Type	Acknowledgement Target	Normal Handling Window	Commercial Basis
Standard usage or configuration query	Within 4 business hours	Typically 1 to 3 business days	Included
Minor in-scope admin or configuration change	Within 1 business day	Typically 1 to 5 business days	Included unless custom
Bank/API onboarding or reconfiguration	Within 1 business day after complete inputs are received	Typically 5 to 10 business days including UAT, subject to provider response	Included only where already contracted; otherwise separately quoted
Planned after-hours or on-site support	By prior booking	As agreed in writing	Separately quoted

7. Data Security

RentalDesk applies modern security controls, including:

• HTTPS encrypted traffic
• Secure cloud database infrastructure
• Role-based access control
• Activity and audit logging
• Firewall and intrusion protection controls
• Hardened server environments

Customer data remains the customer property, subject to applicable law and contract terms.

RentalDesk processes customer personal data in accordance with the Kenya Data Protection Act, 2019 and applicable regulations. Where RentalDesk confirms a security incident materially affecting customer personal data, RentalDesk will notify the affected customer without undue delay and in any event within 72 hours of confirmation, together with then-available response information.

8. Data Backup, Retention, and Disaster Recovery

RentalDesk runs automated backups to support continuity.

Backup Type	Frequency
Database backup	Daily
File storage backup	Daily
Full system snapshot	Weekly

Backup retention: rolling backups are retained for up to 30 days.

In practical terms, "up to 30 days" means recent backup copies are kept on a rolling basis so RentalDesk can support disaster recovery, infrastructure recovery, or investigation of verified data loss events during that window.

What the 30-day window means	What it does not mean
Recent database and file backups may be available for restoration within 30 days of the backup date.	It is not a guarantee that every deleted record can be restored individually on demand.
The retention window supports recovery from verified corruption, accidental deletion, or infrastructure failure depending on timing and available restore points.	It does not mean terminated or unpaid accounts remain accessible for 30 days without an active agreement.
RentalDesk may restore the latest suitable backup, or first restore to a controlled environment for validation before production changes are approved.	It does not guarantee point-in-time recovery to any exact minute or hour unless separately contracted.

Restore requests are assessed case by case. Feasibility depends on when the incident occurred, how much data changed afterward, whether a clean restore point exists, and whether the requested recovery can be performed safely.

After the 30-day window expires, older backup sets may be overwritten or deleted as part of normal backup rotation.

Disaster recovery targets: RTO: up to 2 hours, RPO: up to 24 hours (best effort and incident-dependent).

RTO is the target time to restore service availability. RPO is the targeted amount of recent data that may need to be re-entered after a major incident.

9. Service Monitoring

Infrastructure is monitored using automated tooling, including:

• Server and database availability
• Application error detection
• Payment integration status
• API response performance

Alerts are routed to engineering for triage and response.

RentalDesk is operated as a 24/7 monitored property management platform for rent operations and financial continuity.

10. Customer Responsibilities

• Maintain secure account credentials
• Manage user roles and permissions responsibly
• Provide accurate tenant and property data
• Maintain adequate local internet and device security
• Report incidents promptly with relevant details

11. Service Credits

Unless a signed commercial term provides a better remedy, the service credits below apply automatically to standard paid subscriptions whenever measured monthly uptime falls below the stated target. Any applicable credit is issued against the next invoice or renewal cycle.

Monthly Uptime	Automatic Service Credit
Below 99.9%	5%
Below 99.5%	10%
Below 99.0%	20%

12. Third-Party Claims and IP Protection

RentalDesk will defend and indemnify the customer against a third-party claim that the customer's authorized use of the standard, unmodified RentalDesk service infringes that third party's intellectual property rights, provided that the customer gives prompt written notice, allows RentalDesk to control the defense and settlement, and provides reasonable cooperation.

This protection does not apply to claims arising from customer data, customer instructions, unauthorized modifications, use outside the agreed scope, or combinations with third-party systems or materials not supplied or approved by RentalDesk.

If such a claim is likely, RentalDesk may procure the right for continued use, modify or replace the affected service so it is no longer infringing without materially reducing core functionality, or terminate the affected service and refund any prepaid unused fees for the terminated portion.

13. Limitation of Liability

RentalDesk is not liable for disruptions caused by third-party providers, customer environment failures, or force majeure events.

Nothing in this SLA excludes or limits liability for fraud, fraudulent misrepresentation, willful misconduct, gross negligence, death or personal injury caused by negligence, breach of confidentiality obligations, or unlawful processing or disclosure of personal data to the extent such limitation is not permitted by law.

Subject to the sentence above and to the extent permitted by law, each party's aggregate liability for direct losses arising under this SLA is limited to the greater of the fees paid or payable for the affected service in the 12 months preceding the event giving rise to the claim, or the fees paid or payable for the then-current committed subscription term of the affected service.

Neither party is liable under this SLA for indirect, consequential, or special loss, or for loss of profit, revenue, goodwill, or anticipated savings, except to the extent such exclusion is not permitted by law or the loss arises from a matter listed in the carve-outs above.

14. Suspension, Termination, and Data Return

Either party may terminate under applicable agreement terms, including material breach or written notice as defined in contract documents.

For payment-related issues, RentalDesk applies a minimum grace period of 15 days after the invoice due date. If the balance remains unpaid after that grace period, RentalDesk may issue a written suspension notice, and any service suspension will take effect no earlier than 5 business days after that notice is sent.

If the customer disputes an invoice in good faith, the customer should notify RentalDesk in writing before the suspension date and identify the disputed amount and basis of dispute. RentalDesk will review the dispute promptly, and any undisputed portion remains payable by the original due date.

During a payment-related suspension, RentalDesk will keep read-only access or equivalent export assistance available for at least 14 days so the customer can retrieve current records.

If RentalDesk materially fails to meet the core service commitments in this SLA and does not cure that failure within 14 days after written notice from the customer, the customer may terminate the affected service on written notice without penalty for the affected service going forward.

Upon termination or written termination request, RentalDesk will provide customer data export within 14 days in CSV, Excel, or another reasonably usable standard format. Retained backups may then be deleted according to the retention policy and applicable law.

15. Notices and Escalation

Formal notices under this SLA should be sent to the published support contact or any replacement contact communicated in writing. Billing disputes, material breach notices, and termination notices should clearly identify the affected customer account, the issue raised, and the action requested so the matter can be escalated promptly.

16. SLA Updates

RentalDesk may update this SLA from time to time. Material changes are published on this page and may be communicated in advance where practical.

17. Governing Law and Dispute Resolution

This agreement is governed by the laws of Kenya. Any dispute arising out of or in connection with this agreement shall be subject to the exclusive jurisdiction of the courts of Nairobi, Kenya.

18. Agreement Acceptance

By subscribing to or using RentalDesk services, customers agree to the applicable SLA and associated contractual terms.

RentalDesk

Property management software for modern landlords.
Automate rent collection, track payments, and manage portfolios with cloud-based workflows.