Service Level Agreement (SLA)
This SLA describes availability, support, and credit remedies for BankStatement Savvy.
Owner/Operator
AEY GROUP
P.O. Box 5863, Nairobi, Kenya
Website
https://bankstatementsavvy.com
Contact
support@bankstatementsavvy.com
Introduction
This SLA describes availability, support, and credit remedies for BankStatement Savvy (the Service). It is part of, and subordinate to, the Terms of Service. Data handling is governed by the Privacy Policy.
Scope
SLA Credits apply to paid Pro, Scale, and Enterprise subscriptions that are actively billed monthly or annually via Paystack. Credits do not apply to free trials, weekly passes, pay-as-you-go, or Lifetime Deals unless expressly stated in your order form.
1. Availability Commitment
Monthly Uptime Percentage (MUP) per calendar month:
- • Pro / Scale: 99.90%
- • Enterprise (add-on): 99.95%
What counts as "Unavailable":
A production incident where (i) the public API or web app cannot accept uploads or initiate/complete conversions due to 5xx errors, timeouts, or network unreachability, and (ii) the condition persists for ≥ 5 consecutive minutes and affects a material portion of users (our edge and app logs are the source of truth).
Exclusions (not counted as downtime):
- • Scheduled maintenance (see §2)
- • Force majeure (cloud/DC outages, DDoS beyond our reasonable control, ISP/routing failures, natural disasters)
- • Customer-side issues (browser, network, VPN, proxies, firewalls, SSO/IdP misconfig, over-quota/plan limits, invalid inputs)
- • Abuse or breach of the ToS/AUP, or unsafe traffic patterns (e.g., exceeding rate limits)
- • Third-party dependencies explicitly required by your workflow (e.g., your storage, webhook endpoints)
2. Maintenance Windows & Notice
- Planned maintenance: typically monthly, 2–4 hours, with ≥48h notice on the Status Page and/or in-app banner.
- Emergency maintenance: as needed for security or stability; we'll post real-time updates.
3. SLA Credits (Availability)
If MUP in a given month falls below the commitment (after applying Exclusions), you may request a service credit:
| Measured MUP (after exclusions) | Credit (% of that month's subscription fee) |
|---|---|
| < 99.90% and ≥ 99.50% | 10% |
| < 99.50% and ≥ 99.00% | 25% |
| < 99.00% | 50% |
Rules:
- • Credits are not automatic; submit a claim per §7.
- • Credits apply to the impacted workspace and billing period only and are not refunds.
- • Cap: Credits in a month will not exceed 100% of that month's fee for the affected workspace.
- • Credits are your sole and exclusive remedy for availability issues.
4. Processing Performance (Targets)
These are targets, not creditable SLAs (unless you have an Enterprise addendum):
- • Single PDF (≤50 pages): typically 1–3 minutes
- • Large files (>50 pages): typically 10–30 minutes
- • Batches: typically 5–15 minutes per job group
- • Priority queuing: higher-tier plans receive priority scheduling
For Enterprise, we can contract targets (e.g., P95 ≤ 8 min for ≤50 pages) with service credits if the agreed P-percentile is missed across a billing month.
5. Support SLAs
All support is via email/ticket (24/7 intake). First-response targets:
| Severity | Example | Pro / Scale | Enterprise |
|---|---|---|---|
| P1 – Critical | Service unavailable; conversions failing globally | ≤ 2 business hours | ≤ 1 hour (24/5) |
| P2 – High | Major degradation, high error rates, regional impact | ≤ 4 business hours | ≤ 2 business hours |
| P3 – Normal | Product issues, bugs, clarifications | 1 business day | 1 business day |
| P4 – Low | How-to, feature requests | 2 business days | 2 business days |
"Business hours" = Mon–Fri 09:00–18:00 UTC (excluding holidays). Enterprise "24/5" coverage available by add-on.
6. Data Durability, Backups & DR (Targets)
- • Hosting region: USA (see Privacy Policy and Sub-processors)
- • Encryption: in transit and at rest
- • Backups: daily snapshots of core metadata; object storage durability per cloud provider specs
- • RPO (target): ≤ 24 hours
- • RTO (target): ≤ 24 hours for control plane restoration (app & queues)
These are best-effort targets and not creditable SLAs unless contracted in an Enterprise addendum.
7. Claim Process
To request a credit, email billing@bankstatementsavvy.com within 30 days after the month ends:
- • Subject: SLA Credit Request — [Workspace Name] — [Month/Year]
- • Include: timestamps (UTC), regions affected, error evidence, and impact description.
We will review against our logs/Status Page and apply eligible Credits to the next invoice.
8. Measurements & Instrumentation
- Uptime is measured via our edge health checks, API error rates, and job-control telemetry.
- An incident must meet the "Unavailable" definition (§1) to be counted as downtime.
- We publish real-time updates and post-mortems for material incidents on our Status Page.
9. Changes to this SLA
We may update this SLA. Material changes take effect at the next renewal of your subscription and will be announced in-app or by email. The then-current SLA posted at the time of a given month will govern that month.
10. Relationship to Other Terms
This SLA is governed by the Terms of Service. If there is a conflict, the ToS controls. Data protection, retention (files retained while subscribed; deleted within 30 days after cancellation), sub-processors, and breach notifications are covered in the Privacy Policy and /legal/subprocessors.
This SLA is part of our commitment to providing reliable, high-quality service with clear availability commitments and support standards.