Company

Service Level Agreement (SLA)

Explore how our Rental Management System keeps rent, deposits, invoices, and payouts connected.

Effective date: March 5, 2026

This Service Level Agreement (SLA) explains what you can realistically expect from our rental platform service. It is intentionally clear and conservative: we do not promise perfect uptime, instant fixes, or zero-risk operations.

1. Scope

This SLA applies to the hosted application, core dashboards, API endpoints, and standard support channels provided under your active subscription.

This SLA does not automatically include custom integrations, one-off data migration work, advanced consulting, or services delivered by third parties.

2. Availability Target

Our availability target is 99.5% monthly uptime for core application access.

This is a target, not an absolute guarantee. We do not claim 100% uptime.

3. Planned Maintenance

We may perform planned maintenance for upgrades, security patches, and database operations.

Where practical, notice is provided at least 24 hours in advance.
Emergency maintenance can be done without prior notice if required to protect data or service integrity.

4. Incident Severity and Response Targets

Response targets below are for acknowledgement and triage, not guaranteed full resolution times.

Critical (P1): Service down for most users, data corruption risk, or security incident. Initial response target: within 1 hour.
High (P2): Major feature unavailable with significant business impact and no workaround. Initial response target: within 4 business hours.
Medium (P3): Partial degradation or issue with a workaround available. Initial response target: within 1 business day.
Low (P4): Minor bug, cosmetic issue, or enhancement request. Initial response target: within 3 business days.

5. Support Coverage

Standard support is provided during business hours, Monday to Friday (excluding public holidays), unless your contract states otherwise.

We currently do not guarantee 24/7 live support for all plans.

6. What Is Excluded from SLA Metrics

Internet outages outside our infrastructure.
Failures of third-party systems (for example bank APIs, M-Pesa callbacks, SMS/email gateways, DNS, or cloud provider regional incidents).
Issues caused by incorrect client configuration, unauthorized changes, or misuse.
Scheduled maintenance windows and emergency mitigation actions.

7. Data Protection and Backups

We run routine backups and operational safeguards, but backups are not a substitute for your own business continuity plan.

No backup system can guarantee zero data loss in every failure scenario.

8. Customer Responsibilities

Maintain accurate account contacts for incident communication.
Use secure passwords and role-based access controls.
Report incidents with clear reproduction steps, timestamps, and affected records where possible.
Keep internal network and endpoint security controls in place.

9. Service Credits and Remedies

Unless explicitly defined in a signed enterprise agreement, this standard SLA does not include automatic financial credits.

Our primary remedy is commercially reasonable effort to restore service and prevent recurrence.

10. SLA Review and Updates

We may update this SLA as operations, infrastructure, or legal requirements evolve. Material updates are published on this page.