Legal
Service Level Agreement
Last updated: 23 February 2026 · Version 1.0
This Service Level Agreement (“SLA”) applies to all paid subscriptions of the FinEase platform. It forms part of the agreement between FinEase Pty Ltd (“we”, “us”) and you (“Customer”).
1. Platform Availability
1.1 Uptime Commitment
| Plan | Monthly Uptime | Max Downtime / Month |
|---|---|---|
| Starter | 99.5% | ~3h 39m |
| Professional | 99.9% | ~43m |
| Enterprise | 99.95% | ~22m |
1.2 Exclusions
- Scheduled maintenance (notified at least 48 hours in advance);
- Emergency security patches;
- Force majeure events beyond our reasonable control;
- Issues caused by your equipment, network, or third-party services.
2. Support Response Times
| Severity | Definition | Starter | Professional | Enterprise |
|---|---|---|---|---|
| Critical | Service unavailable or data loss | 4 hours | 1 hour | 30 minutes |
| High | Major feature impaired, no workaround | 8 hours | 4 hours | 2 hours |
| Medium | Feature impaired, workaround available | 1 business day | 8 hours | 4 hours |
| Low | Minor issue or enhancement | 3 business days | 1 business day | 8 hours |
3. Service Credits
| Monthly Uptime | Service Credit |
|---|---|
| < SLA target but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days of the affected month. Credits are capped at 50% of your monthly fee.
4. Data Protection
- Backups: Automated daily backups with encrypted storage. Daily: 7 days, weekly: 4 weeks, monthly: 3 months.
- Data export: Available at any time through the platform’s data export feature.
5. Scheduled Maintenance
- Maintenance windows: Saturday 2:00 AM – 6:00 AM AEST (preferred).
- Notification: At least 48 hours in advance via email and in-app banner.
- Target: No more than 4 hours of scheduled maintenance per month.
6. Contact
- Email: support@financialease.com.au