Service Level Agreement

Uptime Calculation

• Measured on a monthly calendar basis
• Excludes properly scheduled maintenance windows
• Includes all critical service functions
• Public status page for real-time monitoring

Scheduled Maintenance

• Advance notice: Minimum 7 days
• Timing: Low-usage windows (weekends/nights)
• Duration: Typically 1-4 hours
• Communication: Email and status page

Mis-Categorization Handling

If AI Bookkeeper mis-categorizes a transaction:

1. Report via platform or contact support
2. We review within 4 hours
3. Fix applied to your account immediately
4. AI Brain retrained to prevent recurrence

Data Sync Issues

If QuickBooks/Xero sync fails:

1. Automatic retry after 15 minutes
2. Alert sent to you if retry fails
3. Support team notified automatically
4. Investigation begins within 1 hour
5. Manual sync option available

Integration Problems

If integration breaks:

1. We're notified automatically by monitoring
2. Engineering team engaged immediately
3. Status updates every 2 hours
4. Workaround provided if available

Rollback Procedures

If a platform update causes issues:

1. Immediate rollback capability available
2. Decision made within 30 minutes
3. Rollback completed within 1 hour
4. Fix developed and tested before retry

24/7 System Monitoring

• Automated monitoring of all systems and services
• Alert thresholds for response time, errors, availability
• On-call engineer rotation for immediate response
• Incident response team ready 24/7

Proactive Monitoring

We continuously monitor:

• Server health and performance metrics
• API response times and error rates
• Integration connectivity (QuickBooks, Xero, Zoho)
• Database performance and query speeds
• Security events and threats

Maintenance Windows

• Frequency: Monthly scheduled maintenance
• Duration: Typically 2-4 hours
• Notice: Minimum 7 days advance
• Timing: Low-usage periods

Status Communication

• Status page: Real-time system status
• Incident updates: Real-time during outages
• Email notifications: Sent to impacted users
• Post-incident reports: Within 48 hours

Service Credit Calculation

• Credits automatically applied to next month's invoice
• We automatically track uptime for all accounts
• Customers can request verification of calculations
• Credits have no impact on contract terms

Request Process

1. Submit credit request within 30 days of incident
2. Include dates, times, and description of impact
3. We verify against our monitoring data
4. Credit issued within 15 business days

Limitations

• Maximum credit: 50% of monthly fee
• No contract extension: Credits don't extend subscription
• No cash refunds: Credits applied as service credits
• Good standing: Account must be current on payments