Service Level Agreement

This Service Level Agreement (the “SLA”) is issued by HTM Legacy (Pty) Ltd (“the Supplier”, “we”) and forms part of, and is incorporated into, our Terms of Service. It sets out the level of service the Supplier aspires to provide in operating HTM LEDGR (the “Services”). Nothing in this SLA shall be construed as a warranty, and this SLA does not create any right or remedy additional to those expressly provided in the Terms of Service; where any provision of this SLA is inconsistent with the disclaimers, limitations of liability, or indemnities set out in the Terms of Service, the Terms of Service shall prevail.

1. Scope

This SLA addresses the general availability of the HTM LEDGR web application, the manner in which the Supplier communicates known outages and planned maintenance, and the support the Supplier aims to provide. It does not extend to, and the Supplier accepts no responsibility whatsoever for: the accuracy of any figure entered by the Customer or any Authorized User; the Customer’s own internet connectivity or hardware; or the performance, availability, or conduct of any third-party service the Customer elects to use in connection with the Services (including, without limitation, the Customer’s own bank, email provider, or the Supplier’s payment gateway provider).

2. Availability

The Services are hosted upon infrastructure selected by the Supplier for its general reliability, and the Supplier aims for the Services to be available for the Customer’s use on a continuous basis. The Supplier does not, at present, warrant or represent any specific numeric uptime percentage, and does not offer service credits of any kind in respect of downtime, whether planned or unplanned. The Supplier makes no commitment, and accepts no liability, beyond the following:

• the Supplier treats unplanned downtime as a priority matter and will take such steps as it considers reasonable to restore the Services;
• where the Supplier is aware in advance that planned maintenance will affect availability, it will endeavour, where practicable, to schedule such maintenance during periods of lower anticipated usage; and
• the Supplier may, at its sole discretion and at such time as it considers its infrastructure and monitoring capability to warrant it, adopt a numeric availability commitment, at which point this SLA will be amended to reflect it — no such commitment applies unless and until this SLA is so amended.

3. Notice of outages and maintenance

Where the Supplier becomes aware of a service outage, or has scheduled maintenance reasonably expected to affect the Customer, the Supplier will make reasonable efforts, but gives no warranty, to communicate this through the following channels, used together where practicable:

• an in-app notice, displayed to signed-in users of the Services; and
• email, transmitted to accounts the Supplier considers materially affected.

In the case of planned maintenance, the Supplier will endeavour to provide reasonable advance notice. In the case of an unplanned outage, notice, by its nature, follows the Supplier’s own discovery of the matter and cannot precede it. No failure to give notice under this clause shall, of itself, give rise to any liability on the part of the Supplier.

4. Support

Support is available by email and via our contact page, Monday to Friday, 08:00–17:00 SAST. The Supplier aims, but does not warrant, to respond to support enquiries within one business day, and treats matters affecting a Customer’s ability to access its account or data as a priority, without thereby assuming any binding obligation as to resolution time.

Support does not extend to, and shall under no circumstance be construed as, tax, VAT, accounting, or legal advice — see clause 1 of our Terms of Service — and the Customer should consult its own accountant or registered tax practitioner in respect of such matters.

5. Data protection and retention

Full detail is set out in our Privacy Policy and clause 6 of our Terms of Service. In summary, and without limiting those provisions: documents are retained for the period the Customer’s plan specifies; a warning is issued 30 days and again 7 days prior to deletion; and export functionality is available on the terms, and subject to the conditions, described in clause 6 of the Terms of Service.

6. Changes to this SLA

The Supplier may amend this SLA as its infrastructure, monitoring, and support capabilities change, including by adopting a numeric availability commitment once it considers itself able to measure and stand behind one. Material changes are flagged in the same manner as changes to the Terms of Service: in-app and, where reasonably possible, by email.

7. Contact us

Questions about this SLA: email support@htmledgr.com or use our contact page.