Service Level Agreement

We aim to make the Service available 99.5% of the time each calendar month, excluding scheduled maintenance and circumstances beyond our reasonable control. We provide reasonable advance notice of planned maintenance and try to schedule it outside South African business hours.

We provide support to paying customers via email and in-app channels. We aim to respond within:

• Critical issues (Service unavailable): within 4 business hours.
• High priority (major feature impaired): within 1 business day.
• General queries: within 2 business days.

The availability target does not apply to downtime caused by:

• Scheduled or emergency maintenance.
• Factors outside our control, including third-party providers, network or force majeure events.
• Your acts or omissions, or use of the Service contrary to our terms.

If we materially fail to meet the availability target in a given month, you may request a service credit against a future invoice. Credits are our sole remedy for availability shortfalls and are subject to the limitation of liability in our Terms of Service.

Submit credit requests within 30 days of the affected month to support@ariviopayroll.co.za.