Service Guarantee
Service Level Agreement
Effective: 1 January 2025 · Last Updated: 1 June 2025
Standard
From $50/month
Max ~3.6h downtime/month
Priority
From $100/month
Max ~2.2h downtime/month
Enterprise
From $200/month
Max ~43min downtime/month
🚨 Incident Response Times
How quickly we respond and resolve based on severity
| Priority | Definition | Standard | Priority | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Service completely down, all users affected, data at risk | 4 hours | 2 hours | 30 minutes |
| P2 — High | Major feature unavailable, significant performance degradation | 8 hours | 4 hours | 1 hour |
| P3 — Medium | Minor feature issue, workaround available, limited impact | 24 hours | 8 hours | 4 hours |
| P4 — Low | Cosmetic issue, general inquiry, feature request | 48 hours | 24 hours | 8 hours |
Response time = time from incident report to first engineer acknowledgement.
Resolution target = P1: 4h, P2: 8h, P3: 48h, P4: 5 business days (Enterprise tier).
Business hours: Mon–Fri 08:00–18:00 CAT. Enterprise: 24/7/365.
Escalation: P1 incidents automatically escalate to senior engineer after 50% of response time.
🛡️ Disaster Recovery
How we protect your data and recover from failures
| Metric | Standard | Priority | Enterprise |
|---|---|---|---|
| RTO (Recovery Time Objective) | 8 hours | 4 hours | 1 hour |
| RPO (Recovery Point Objective) | 24 hours | 12 hours | 15 minutes |
| Backup Frequency | Daily | Daily | Hourly |
| Backup Retention | 7 days | 30 days | 90 days |
| Geographic Redundancy | — | — | ✓ Multi-region |
Backup Strategy
- ✓ Full database snapshots (PostgreSQL/MySQL)
- ✓ Application files and configurations
- ✓ Encrypted at rest (AES-256)
- ✓ Stored in separate geographic location
- ✓ Automated integrity verification
- ✓ Self-service restore from dashboard
Recovery Procedures
- ✓ Automated failover for critical services
- ✓ Instance re-provisioning within RTO window
- ✓ Data restoration from most recent backup
- ✓ DNS failover (Enterprise)
- ✓ Quarterly DR testing and validation
- ✓ Documented runbooks for all failure scenarios
⚠️ Customer Responsibility
While we maintain comprehensive backups, we strongly recommend customers maintain independent backups of critical data. You can export databases and files at any time from the dashboard.
🏛️ Compliance & Security Standards
Regulatory frameworks and security standards we adhere to
🌍 Data Protection Regulations
- ✓Zimbabwe: Cyber and Data Protection Act (2021), AIPPA
- ✓South Africa: Protection of Personal Information Act (POPIA)
- ✓EU/UK: General Data Protection Regulation (GDPR)
- ✓Kenya: Data Protection Act (2019)
- ✓Nigeria: Nigeria Data Protection Regulation (NDPR)
🔒 Security Standards
- ✓TLS 1.2+: All data encrypted in transit
- ✓AES-256: Data encryption at rest
- ✓OWASP Top 10: Application security best practices
- ✓SOC 2 Type II: Infrastructure provider certified
- ✓ISO 27001: Infrastructure provider certified
🏦 Financial Services (Mifos/Fineract)
- ✓RBZ Compliance: Reserve Bank of Zimbabwe reporting support
- ✓CBK Compliance: Central Bank of Kenya prudential returns
- ✓BOZ Compliance: Bank of Zambia reporting
- ✓Audit Trails: Full transaction audit logging
- ✓Data Segregation: Per-tenant database isolation
⚙️ Operational Practices
- ✓Change Management: All changes reviewed and staged before production
- ✓Vulnerability Scanning: Weekly automated scans
- ✓Patch Management: Critical patches within 48 hours
- ✓Access Control: Role-based, principle of least privilege
- ✓Incident Logging: All incidents documented and reviewed
📊 Uptime Calculation
Monthly uptime percentage is calculated as:
Scheduled maintenance (announced 48h in advance via email) is excluded from downtime calculations.
Measurement: Uptime is measured by our external monitoring system performing HTTPS health checks every 60 seconds from multiple geographic locations.
💰 Service Credits
If we fail to meet your plan's uptime guarantee in a calendar month, you are eligible for service credits:
| Uptime Achieved | Credit (% of monthly fee) |
|---|---|
| 99.0% – 99.5% | 10% |
| 95.0% – 99.0% | 25% |
| Below 95.0% | 50% |
Maximum credit: 50% of monthly subscription fee per incident.
To claim: Email [email protected] within 30 days of the incident with your account details and affected time period. Credits are applied to your next billing cycle.
⚠️ Exclusions
The SLA does not apply to downtime caused by:
- Scheduled maintenance (announced 48h in advance)
- Force majeure: natural disasters, war, power grid failures, internet backbone outages
- Actions or inactions by the customer (misconfiguration, resource exhaustion)
- Third-party services not controlled by PrinSoft (DNS registrars, payment processors)
- DDoS attacks or security incidents targeting your specific instance
- Free trial instances (no SLA guarantee)
- Customer's failure to follow recommended configurations
📡 Monitoring & Alerting
- Health checks: HTTPS probes every 60 seconds from 3+ geographic locations
- Resource monitoring: CPU, memory, disk, network tracked in real-time
- Automatic alerts: Engineering team notified within 60 seconds of detected failure
- Auto-recovery: Instances automatically restarted on crash detection (Enterprise)
- Status page: Real-time service status available at prinsoft.cloud/status
- Incident communication: Email notifications for P1/P2 incidents affecting your services
🔧 Scheduled Maintenance
- Frequency: Typically once per month, during low-traffic hours (02:00–05:00 CAT)
- Notice: Minimum 48 hours advance email notification
- Duration: Typically 5–30 minutes per instance
- Emergency patches: Critical security patches may be applied with 4 hours notice
- Customer coordination: Enterprise customers may request preferred maintenance windows
📞 Reporting Issues & Claiming Credits
To report an incident or claim SLA credits: