Service Level Agreement
Last updated: July 2026
This Service Level Agreement (SLA) applies to active, paid BillCrop plans (Starter, Business, Pro, and Enterprise) at crm.billcrop.com and its API. It is a companion to the in-product Terms of Service you accept when you create a BillCrop account — where those in-product terms state different commitments, the terms you accepted at sign-up control. It does not apply to this marketing website (billcrop.com), the free browser-based tools, or the 14-day trial, which is delivered on a best-effort basis without a guaranteed uptime commitment or credit remedy.
1. What this SLA covers
This SLA covers the reachability of the BillCrop application and its API — logging in, and using core functions such as invoicing, quotations, payments, CRM, and projects. It does not cover the availability or performance of third-party services BillCrop connects to on your behalf (payment gateways, AI providers, your own integrations against the public API), or issues caused by your own account configuration, custom integrations, or misuse.
2. Uptime commitment
We commit to 99.5% monthly uptime for the BillCrop application and API on paid plans. Billing and financial-record availability matters more than most SaaS categories, so this commitment is set above our general hosting-infrastructure baseline (99.0%) — it is a realistic, monitored number, not a marketing figure.
99.5% monthly uptime allows for approximately 3 hours 39 minutes of unplanned downtime per 30-day month before a service credit is owed. Scheduled maintenance with advance notice (Section 6) does not count against this figure.
3. How uptime is measured
- Uptime is measured independently via third-party external monitoring polling crm.billcrop.com and the API at 1-5 minute intervals — not by an individual user's perception of "the app feels slow."
- A minute counts as downtime only if the monitored endpoint fails to respond successfully (connection failure or 5xx server error) for two or more consecutive checks.
- Downtime caused by anything listed in Section 6 (Exclusions) is not counted against the commitment.
- Monthly uptime percentage = (total minutes in the month − qualifying downtime minutes) / total minutes in the month × 100.
- Monitoring records are retained for at least 90 days and are the basis for any credit determination; we'll share the relevant records with you on request when reviewing a claim.
4. Data availability and payment processing
Because BillCrop holds invoicing, payment, and customer records, we run regular automated backups of the application database as part of standard operating practice. This SLA governs uptime and support response — it is not a separately specified recovery-point or recovery-time guarantee for data loss. As an added safety net, we recommend periodically exporting your own invoices and records using BillCrop's built-in export features.
BillCrop supports payment processing through independent third-party gateways (Stripe, PayPal, Razorpay, Paystack). An outage at a specific gateway is a third-party issue outside our infrastructure (see Section 6) — it does not by itself count as BillCrop downtime if the application and your other gateways remain reachable, though we recognize it can still stop you from getting paid through that channel and we'll help you route around it where possible.
5. Support response times
Support response time is the time from ticket submission to a first human reply, not time-to-resolution — resolution time depends on the issue's complexity. Business hours are Monday-Friday, 9:00 AM - 6:00 PM WAT/EST, excluding public holidays.
| Priority | Examples | Starter / Business | Pro / Enterprise (priority support) |
|---|---|---|---|
| Critical | App or API fully down, unable to invoice or get paid, security incident | Within 4 business hours | Within 2 business hours |
| High | Major feature broken (payments, CRM, projects), no reasonable workaround | Within 1 business day | Within 4 business hours |
| Normal | Partial functionality issues, configuration questions | Within 2 business days | Within 1 business day |
| Low | General questions, non-urgent requests | Within 3 business days | Within 2 business days |
"Priority support" on Pro and Enterprise (as described on our pricing page) means your tickets are queued ahead of standard-tier tickets and answered within the tighter targets above.
6. Exclusions
The following do not count against the uptime commitment or support targets, and are not eligible for service credit:
- Scheduled maintenance performed with at least 24 hours' advance notice via email or the in-app notice, or emergency maintenance reasonably necessary to protect security or stability.
- Force majeure events beyond our reasonable control (natural disasters, widespread internet backbone or cloud-provider outages, and similar).
- Customer-caused issues: account misconfiguration, exceeding reasonable API rate limits, compromised credentials, or changes made through your own integrations.
- Third-party and upstream issues outside our infrastructure: payment gateway outages, AI provider outages (managed credits or your own BYOK key), domain/DNS issues, and your own local internet connectivity.
- DDoS and abuse traffic beyond what standard, reasonable mitigation can absorb.
- The 14-day trial, beta features, and any feature explicitly marked "coming soon" or non-production.
- Availability of the AI assistant specifically (managed credits or BYOK) — a best-effort feature layered on top of the core application, not covered by the core uptime commitment.
- Suspension of your account for non-payment or a verified Terms of Service violation.
7. Service credits
If monthly uptime falls below the 99.5% commitment for a paid plan, you may claim a service credit against your next invoice for that plan, on the following schedule:
| Monthly uptime achieved | Service credit |
|---|---|
| 99.5% - 100% | No credit owed (commitment met) |
| 99.0% - 99.49% | 5% of that month's plan fee |
| 97.0% - 98.99% | 10% of that month's plan fee |
| 90.0% - 96.99% | 20% of that month's plan fee |
| Below 90.0% | 30% of that month's plan fee |
Service credits are applied as an account credit toward a future invoice — not a cash refund — and are your sole and exclusive remedy for a failure to meet the uptime commitment. Total credits for a single plan in a single month will not exceed 30% of that month's fee. Enterprise plans are custom and governed by the terms of your signed order, which control over the schedule above where they differ.
8. How to claim a service credit
Open a support ticket within 5 business days of the incident, titled "SLA Credit Claim," including the affected account/domain and the dates and approximate times of the downtime you experienced. We'll review the claim against our independent monitoring records (Section 3) and confirm within 5 business days. If valid, the credit is applied to your account and reflected on your next invoice. Claims submitted after the 5-business-day window, or for periods excluded under Section 6, are not eligible.
9. Limitation of liability
Service credits are your sole and exclusive remedy for any failure to meet the commitments in this SLA. To the extent permitted by law, AkolagTech/BillCrop is not liable for indirect, incidental, special, or consequential damages (including lost profits, lost data, or lost business) arising from downtime or service interruption. Our total liability for any claim relating to your BillCrop plan in a 12-month period is limited to the fees you actually paid for that plan during that period. Nothing here overrides a separately signed Enterprise order or Master Service Agreement that explicitly states different terms.
10. Changes to this SLA
We may update this SLA as our infrastructure, monitoring, or support capabilities change. Material reductions in commitments will be communicated at least 30 days in advance to active paid customers by email. The "Last updated" date above reflects the most recent revision.
A note on this policy
This SLA is written to describe our real operating commitments plainly and honestly, but it is not legal advice and is not yet a substitute for a lawyer's review. A qualified attorney should review this page — and confirm it against the in-product Terms of Service — before it is relied on as a binding agreement.
Contact
Questions about this SLA, or to file a credit claim: ●●●●●●●@●●●●●●●●●●●.●●● or a support ticket from your BillCrop account.