Service Level Agreement
Our commitment to reliability, availability, and support responsiveness across all deployment models.
Effective: 1 March 2026
1. Uptime Commitments
Uptime is measured as the percentage of minutes the Service is available during a calendar month, excluding scheduled maintenance windows.
Multi-Tenant SaaS
99.9%Shared infrastructure with automatic scaling. Best for most teams.
Dedicated Tenant
99.95%Isolated compute and database on Indaba-managed infrastructure.
Managed Private Cloud
99.95%Deployed in your cloud account (AWS/Azure/GCP), managed by Indaba.
Self-Hosted
N/ACustomer responsibility. Indaba provides software updates and documentation only.
Split-Plane
99.9%Control plane (auth, config, billing) on Indaba cloud. Data plane in your environment.
2. Support Response Times
Response times vary by support tier included with your subscription:
| Priority | Description | Starter | Pro | Enterprise |
|---|---|---|---|---|
| P1 — Critical | Service completely unavailable | 4 hours | 1 hour | 15 minutes |
| P2 — High | Major feature degradation | 8 hours | 2 hours | 30 minutes |
| P3 — Medium | Non-critical feature issue | 24 hours | 8 hours | 2 hours |
| P4 — Low | General enquiry or feature request | 48 hours | 24 hours | 8 hours |
Enterprise customers receive a dedicated account manager and 24/7 phone support for P1/P2 incidents.
3. Service Credits
If we fail to meet our uptime commitments, you are entitled to service credits applied to your next billing period:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
- Credits must be requested within 30 days of the incident
- Maximum credit per month shall not exceed 50% of monthly fees
- Credits are applied to future invoices and are not redeemable for cash
- To request a credit, contact support@indaba.co.za with incident details and affected time period
4. Scheduled Maintenance
Planned maintenance windows are scheduled as follows:
- Standard maintenance: Sundays 02:00 – 06:00 SAST (up to 2 hours)
- Major upgrades: Announced at least 7 days in advance
- Emergency patches: Applied immediately with real-time notification
Scheduled maintenance is excluded from uptime calculations. Notifications are sent via email and the Status page.
5. Exclusions
The following are excluded from uptime calculations and service credit eligibility:
- Scheduled maintenance windows (as defined above)
- Force majeure events (natural disasters, acts of government, widespread internet outages)
- Issues caused by your infrastructure, network, or third-party integrations
- Downtime resulting from actions taken at your request
- Beta or preview features explicitly marked as non-production
- Self-hosted deployments (customer responsibility for infrastructure uptime)
- DDoS attacks or other security incidents beyond reasonable control
- Exceeding documented rate limits or fair-use thresholds
6. Incident Communication
During service disruptions, we provide updates through:
- Status page — real-time status of all services
- Email notifications to account administrators
- In-app banner for active incidents
- Post-incident report within 5 business days (for P1/P2 incidents)
SLA enquiries
Contact support@indaba.co.za for SLA-related questions or credit requests.