Service Level Agreement

1. Service Availability

RetailSaaS commits to a monthly uptime of 99.9% for all paid subscription tiers. This corresponds to a maximum of approximately 43.8 minutes of unplanned downtime per calendar month.

Uptime is measured as the percentage of minutes in a calendar month during which the core platform (POS, inventory, billing) is accessible and operational, excluding the following:

• Scheduled maintenance windows (see Section 2).
• Outages caused by force majeure events, including natural disasters, government actions, civil unrest, or widespread internet infrastructure failures in Bangladesh.
• Downtime attributable to third-party services outside our direct control (see Section 5).
• Issues caused by customer-side factors such as local network outages, browser incompatibility, or misconfigured devices.

2. Scheduled Maintenance

Routine maintenance is performed during the following standard window to minimise disruption to retail operations:

We will provide at least 24 hours' advance notice of any scheduled maintenance via email to the primary account holder and via a banner on the status page. Scheduled maintenance time does not count against the 99.9% uptime commitment.

3. Support Response Times

Our support team is reachable at support@retailsaas.app. We target the following first-response times based on issue priority:

Response times are measured during Bangladesh business hours (Sunday–Thursday, 09:00–18:00 BST) unless otherwise noted. P1 incidents are handled around the clock.

4. Incident Response Process

When a service incident is detected, we follow this process:

1. Detection. Automated monitoring alerts trigger within minutes of a service degradation or outage being detected.
2. On-call page. The on-call engineer is paged immediately and begins investigation.
3. Status page update. An incident notice is published on status.retailsaas.app within 15 minutes of confirmation, with a summary of impact and expected resolution time.
4. Resolution. Once the issue is resolved, the status page is updated and affected customers are notified by email.
5. Post-mortem. For all P1 (Critical) incidents, we publish a written post-mortem within 5 business days detailing the root cause, timeline, and steps taken to prevent recurrence.

5. Exclusions

The uptime commitment and support response targets in this SLA do not apply to outages or degradation caused by:

• Third-party payment services — bKash, Nagad, SSL Wireless, and any other payment gateway. Their availability is governed by their own service agreements.
• Infrastructure providers — Supabase (database), cloud hosting providers, or CDN services.
• Customer-side issues — ISP outages, local network failures, end-user hardware or browser problems, or actions taken by the customer or their staff that affect platform access.
• Force majeure — events beyond our reasonable control, including natural disasters, acts of government, war, civil unrest, or nationwide internet disruptions in Bangladesh.

6. SLA Credits

If monthly uptime falls below the 99.9% commitment due to causes within our control, eligible customers on paid plans may request a service credit applied to their next invoice:

• Credits are applied to the next invoice and cannot be redeemed for cash or used against outstanding balances.
• Credit requests must be submitted to support@retailsaas.app within 30 calendar days of the end of the affected month.
• Maximum credit in any single month is capped at 50% of that month's subscription fee.

7. Contact

For SLA credit requests, incident inquiries, or questions about this agreement, please contact our support team: