An earlier version, kept for reference. The current version · 2 October 2026
Service Level Agreement: 20 February 2026
Archived. This is the FIFO Law Service Level Agreement dated 20 February 2026. It was replaced on 2 October 2026 by the current Service Level Agreement.
1. Purpose
99% monthly uptime target; 4h critical issue response; 5 days rate table updates.
This Service Level Agreement ("SLA") defines the service commitments FIFO Solutions (Pty) Ltd makes to subscribers of the FIFO Law service. This SLA forms part of the Terms of Service.
2. Service Availability
2.1 Uptime Target
FIFO targets 99% monthly uptime for the FIFO Law web portal, measured at the hosting infrastructure level.
| Metric | Target |
|---|---|
| Monthly uptime | 99% |
| Maximum allowed downtime per month | ~7 hours 18 minutes |
2.2 Exclusions
- Scheduled maintenance: at least 24 hours' advance notice via email;
- Third-party outages: Google Firebase, Google Cloud, Apple App Store, Google Play Store, internet backbone, or DNS providers;
- Force majeure: natural disasters, power outages, government actions, cyberattacks;
- Subscriber-caused issues: downtime from the Subscriber's actions, network, or equipment.
2.3 Mobile Applications
Uptime commitments apply to the web portal. Mobile app availability depends on the respective app store platforms.
3. Support
3.1 Channels
| Channel | Details |
|---|---|
| riaan@fifo.systems | |
| 082 525 4011 |
3.2 Hours
Monday to Friday, 08:00–17:00 SAST, excluding South African public holidays.
3.3 Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | Service completely unavailable | 4 business hours |
| High | Major feature broken (calculator errors, PDF failure) | 1 business day |
| Medium | Minor issue or cosmetic defect | 2 business days |
| Low | General enquiry or feature request | 3 business days |
Response time = time from receipt (during business hours) to acknowledgement and investigation start. Resolution time depends on issue complexity.
3.4 Support Scope
Covered: Portal availability, calculator errors, branding updates, PDF generation, WhatsApp integration, app store listings (Web + Android, Web + Android + iOS, and Plus tiers), document upload and access issues (Plus tier only: technical issues with uploading, viewing, or downloading hosted documents).
Not covered: Client/staff training, custom development, integration with internal systems, end-user device or connectivity issues, third-party outages (e.g., WhatsApp down), the content, accuracy, or formatting of documents uploaded by the Subscriber (Plus tier document hosting).
4. Rate Table Updates
FIFO will update all rate tables within 5 business days of official gazette publication.
| Rate Table | Source |
|---|---|
| Transfer duty rates | SARS (Income Tax Act) |
| Deeds office tariffs | Dept. of Agriculture, Land Reform & Rural Development |
| Conveyancing fee guidelines | Law Society of South Africa |
| Postage and sundries | SA Post Office / current practice |
Subscribers are notified by email when updates are applied.
5. Data and Backups
Subscriber config: Backed up through Firebase's built-in data redundancy.
End-user data: Not stored. Nothing to back up.
Uploaded Content (Plus tier): Stored in Firebase Cloud Storage with standard infrastructure redundancy. The Subscriber is responsible for maintaining independent copies.
Disaster recovery: Target 24 hours for critical infrastructure, 48 hours for full restoration.
6. Remedies
6.1 30-Day Satisfaction Guarantee
New Subscribers may cancel the Service within 30 (thirty) days of activation for any reason and receive a full refund. See clause 3.7(a) of the Terms of Service for full details. This guarantee applies to the first subscription period only.
6.2 Service Credits
If FIFO fails to meet the 99% monthly uptime target for 2 or more consecutive months, the Subscriber may request a service credit equal to 1/12th of the annual fee (one month's equivalent), applied to the next renewal.
6.3 Material Failure Refund
If FIFO fails to provide the Service for 30 or more consecutive days, excluding force majeure events, the Subscriber may terminate the subscription and receive a pro-rata refund for the unused portion of the subscription period. See clause 3.7(b) of the Terms of Service for full details.
6.4 Claiming Service Credits
Credit requests must be submitted in writing to riaan@fifo.systems within 30 days of the end of the month in which the uptime failure occurred. FIFO will verify the claim against hosting logs and respond within 10 business days.
6.5 Maximum Credits
Total service credits in any 12-month period shall not exceed 25% of the annual fee. Service credits are the sole remedy for failure to meet the monthly uptime target. The satisfaction guarantee (6.1) and material failure refund (6.3) are separate remedies governed by the Terms of Service and are not subject to the credit cap.
7. Changes
FIFO may update this SLA with 30 days' email notice. Continued use after the effective date constitutes acceptance.
8. Contact
FIFO Solutions (Pty) Ltd
Email: riaan@fifo.systems
WhatsApp: 082 525 4011