Legal
Service Level Agreement
Support Schedule & Uptime Commitment
Version 1.2 · Effective 21 September 2026
This SLA is read together with the MSA. Service credits are the Customer's sole remedy for failure to meet the Uptime Commitment or any Platform interruption, except for Excluded Liabilities as defined in the MSA.
3. Service credits
If VulaKomplex fails to meet the Uptime Commitment in any calendar month, the Customer is entitled to a service credit as follows:
| Actual monthly uptime | Service credit (% of monthly fee) |
|---|---|
| 99.0% to <99.5% | 5% |
| 97.0% to <99.0% | 10% |
| 95.0% to <97.0% | 20% |
| Below 95.0% | 30% (maximum) |
Service credits are capped at 30% of the affected month's subscription fee and will be applied against the next invoice. Credits are non-transferable, have no cash value and cannot be paid out as cash.
7. Support severity tiers and response targets
Response time = time from submission to first meaningful response from a support engineer. Resolution target = target time to provide a fix or workaround. Targets apply during standard support hours except Sev 1 which is 24/7. All times SAST.
| Severity | Definition | Response target | Resolution target |
|---|---|---|---|
| Sev 1 — Critical | Platform completely unavailable; total data loss risk; active security breach; payment processing down. Affects all users. | 1 hour (24/7) | 4 hours (24/7) |
| Sev 2 — High | Major feature unavailable (levy billing, WhatsApp notifications, maintenance module); significant workflow impact; data inaccessible but not at risk. | 4 business hours | 2 business days |
| Sev 3 — Medium | Non-critical feature degraded; workaround available; moderate impact on daily operations. | 1 business day | 5 business days |
| Sev 4 — Low | Minor issue, cosmetic defect, documentation query, feature request, or non-urgent configuration question. | 2 business days | Next release or 20 business days |
VulaKomplex classifies severity based on reported symptoms. The Customer may escalate a classification by contacting support@vulakomplex.co.za with supporting information.
8. Support channels
Email (primary)support@vulakomplex.co.za — all support tiers
In-app ticketingAvailable via the Platform help widget — all support tiers
Sev 1 escalationEmail support@vulakomplex.co.za with subject 'CRITICAL: [brief description]'. VulaKomplex will acknowledge within 1 hour (24/7).
Legal / billinglegal@vulakomplex.co.za | support@vulakomplex.co.za
1. Uptime commitment
VulaKomplex will use commercially reasonable endeavours to ensure the Platform achieves an uptime percentage of at least 99.5% during each calendar month (the 'Uptime Commitment'), measured as:
((Total minutes in month − Downtime minutes) ÷ Total minutes in month) × 100
'Downtime' means any period during which the Platform is not accessible to Authorised Users, excluding Excluded Downtime as defined in clause 2.
2. Excluded Downtime
The following periods are excluded from the Downtime calculation and do not constitute a breach of the Uptime Commitment:
• Planned maintenance notified at least 24 hours in advance and carried out during Off-Peak Hours (23:00–05:00 SAST weekdays, or any time on weekends).
• Emergency maintenance required to address critical security vulnerabilities, with notification given as soon as reasonably practicable.
• Downtime caused by the Customer's systems, networks, internet connectivity or equipment.
• Force Majeure Events, including Eskom or electricity distributor load-shedding, municipal service failures, ISP outages and internet infrastructure failures (including undersea cables).
• Failure of third-party services or integrations the Platform depends on (including cloud hosting and infrastructure providers, email and messaging providers such as Meta/WhatsApp, payment providers and connected accounting systems), except to the extent caused by VulaKomplex's breach of the Agreement. VulaKomplex will use all reasonable means to choose reliable providers, monitor them, limit the impact of a third-party failure and restore the Platform as quickly as reasonably possible.
• Suspension of the Platform for non-payment or breach in accordance with the MSA.
• Downtime arising from the Customer's misuse, unauthorised modifications or use of the Platform contrary to the Agreement.
• Beta or preview features clearly designated as such.
4. Persistent failure and termination right
If VulaKomplex fails to meet the Uptime Commitment in 3 or more calendar months within any rolling 6-month period, the Customer may terminate the affected subscription by giving 30 days' written notice, without penalty and without waiving any service credits accrued to the date of termination.
5. Uptime reporting and credit procedure
• VulaKomplex will maintain uptime records and make monthly reports available to Customers on request.
• Credit claims must be submitted in writing to support@vulakomplex.co.za within 30 days of the end of the affected month.
• VulaKomplex will validate claims and apply approved credits to the next invoice within 30 days of approval.
• Credits are calculated on the monthly fee for the affected Scheme workspaces and are applied to the Billing Party's account. Where a Managing Agent is the Billing Party, credits are applied to the Managing Agent's invoice, not paid to the Scheme Entity.
6. Support hours
Support is provided in South African Standard Time (SAST — UTC+2):
Standard support: Monday to Friday, 08:00–17:00 SAST, excluding South African public holidays.
Sev 1 after-hours: Severity 1 critical incidents are monitored 24/7. Response target of 1 hour applies from the time VulaKomplex acknowledges the alert.
9. Exclusions and limitations
• Support does not include training, onboarding, data entry, custom development, or third-party service issues (Eskom outages, ISP failures, Meta/WhatsApp platform issues).
• VulaKomplex may charge professional services fees for support activities outside standard support scope.
• Support is provided in English. Assistance in other South African official languages is available on a reasonable-efforts basis.
10. Planned maintenance
• VulaKomplex will give at least 24 hours' notice of planned maintenance expected to affect Platform availability.
• Planned maintenance will, where possible, be scheduled during Off-Peak Hours (23:00–05:00 SAST, or weekends).
• Notice will be given by email to the Customer's primary contact and/or by in-app notification.
11. SLA review
VulaKomplex may update uptime targets, service credit percentages and response targets with 30 days' written notice. No change may reduce the Uptime Commitment below 99.0% or increase Sev 1 response times beyond 2 hours without the Customer's written consent.
This SLA is read together with the Master SaaS Subscription Agreement. Service credits are the Customer's sole and exclusive remedy for any failure to meet the Uptime Commitment or any other availability or performance target, and for any interruption of the Platform, however the claim is framed (including breach of warranty or loss of data caused by the interruption), except for Excluded Liabilities as defined in the MSA.
Questions: support@vulakomplex.co.za | legal@vulakomplex.co.za