Service Levels

1. Availability

We aim for the platform to be available 99.5% of each calendar month, measured at our servers, excluding scheduled maintenance announced at least 48 hours ahead and events outside our reasonable control.

Automatic jobs (payment matching, suspension, reconnection and sync) keep queues so that work missed during an interruption is done when service returns.

2. Maintenance

Scheduled maintenance happens between 00:00 and 05:00 East Africa Time where possible, and is announced in your portal and by email.

3. Support hours

Monday to Friday 8:00–18:00 and Saturday 9:00–13:00 EAT, by email, WhatsApp and (on Growth and above) phone. Pro and Enterprise customers have a 24/7 line for platform outages.

4. Response times

We respond to support requests within these times during support hours:

• Critical, the platform or payments not working: 1 hour (24/7 on Pro and Enterprise)
• High, a key feature not working for many users: 4 hours
• Normal, a question or a problem with a workaround: 1 business day
• Low, a suggestion or change request: 3 business days

5. Service credits

If availability falls below 99.5% in a month, you may claim a credit on your next invoice: 10% of that month's fee below 99.5%, 25% below 99%, and 50% below 95%. Claims must be made within 30 days.

6. Status and incidents

Incidents are shown in your portal and followed by a written summary for any critical incident.