Service Level Agreement

99.9% corresponds to at most approximately 43 minutes of Downtime in a 30 day month. Uptime is measured per calendar month by our monitoring systems, which are authoritative absent manifest error; we review customer evidence submitted with a claim in good faith.

• Window: preferred window Sundays 00:00 to 04:00 IST.
• Notice: at least 72 hours in advance by in-product notice or email to administrators.
• Budget: we target no more than 4 hours of Scheduled Maintenance per calendar month; most maintenance is zero-downtime.
• Emergency maintenance (for example an urgent security patch) may occur outside the window with as much notice as reasonably practicable, and is excluded from Downtime only where genuinely necessary to protect the platform.

Support is available by in-product helpdesk and email (support@fininvo.com) during Business Hours. Critical incidents are handled around the clock.

First response targets are service goals, not guarantees, for standard plans. Enterprise plans may carry contractual response and resolution times in the MSA.

If the Monthly Uptime Percentage falls below the commitment, eligible customers receive a subscription extension. Extensions are the sole and exclusive remedy for missed availability on standard plans; we do not provide monetary refunds or credits for missed uptime except where an MSA states otherwise.

For Critical incidents we provide progress updates at reasonable intervals until resolution, by in-product notice, email or a status channel. For major incidents we provide a post-incident summary on request, covering impact window, root cause category and corrective actions.

Downtime does not include, and the uptime commitment does not apply to, unavailability caused by:

• Scheduled Maintenance announced in advance, and qualifying emergency maintenance.
• Force majeure events as defined in the Terms of Service.
• Factors outside our reasonable control, including your network, devices, DNS or third-party services you connect.
• Your misuse of the platform, exceeding documented limits, or breach of the Terms or Acceptable Use Policy.
• Suspension or termination permitted under the Terms of Service.
• Beta, preview or trial features and sandbox environments.