Service Level Agreement
Last updated: 28 June 2026
⚠️ Legal Review Required: This document is a template prepared for initial launch. It must be reviewed and approved by a qualified South African legal practitioner before being relied upon. AutoFix Hub accepts no liability for any loss arising from the use of this template.
1. Service Availability
AutoFix Hub commits to a Monthly Uptime Percentage of at least 99.5% for the Platform, excluding scheduled maintenance and force majeure events. Uptime is measured on a monthly basis and calculated as the total number of minutes in the month minus the total number of minutes of Downtime, divided by the total number of minutes in the month.
2. Scheduled Maintenance
We will provide at least 48 hours’ advance notice of any scheduled maintenance that may affect Platform availability. Maintenance windows are typically scheduled outside of South African business hours (18:00–06:00 SAST). Emergency maintenance may be performed with as much notice as reasonably practicable.
3. Support Response Times
Support is available via email and in-app ticketing. Our target response times are:
| Severity | Description | Response Time |
|---|---|---|
| Critical (P1) | Platform is unavailable or core functionality is severely impaired | 2 hours |
| High (P2) | Major feature is broken but workaround exists | 4 hours |
| Normal (P3) | Minor feature issue or general enquiry | 8 business hours |
| Low (P4) | Cosmetic issue, feature request, or documentation | 2 business days |
4. Support Hours
Standard support is available Monday to Friday, 08:00 to 17:00 SAST, excluding South African public holidays. Critical (P1) issues receive 24/7 support.
5. Service Credits
If the Monthly Uptime Percentage falls below 99.5%, the Subscriber may request a service credit as follows:
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% to 99.49% | 5% |
| 95.0% to 98.99% | 10% |
| Below 95.0% | 25% |
Service credits are applied to the next billing cycle and shall not exceed 25% of the monthly fee in any given month. To request a credit, please contact support within 30 days of the outage.
6. Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance with advance notice.
- Force majeure events, including natural disasters, war, civil unrest, or acts of terrorism.
- Internet connectivity issues outside of our control.
- Actions or omissions of the Subscriber or its users.
- Third-party service providers (e.g., cloud infrastructure, payment gateways).
- Beta or early-access features.
7. Reporting Downtime
To report an outage or service issue, please email support@autofixhub.co.za or submit a ticket via the in-app support widget. Please include your tenant slug and a description of the issue.
8. Governing Law
This SLA is governed by the laws of the Republic of South Africa. Service credits are the sole remedy for any failure to meet the uptime commitment.