Service Level Agreement

1. Purpose

This Service Level Agreement ("SLA") sets out the service commitments FIFO Solutions (Pty) Ltd makes to subscribers of FIFO Law. It forms part of the Terms of Service.

Contents ↑

2. Service availability

2.1 Uptime target

FIFO targets 99% monthly uptime for the Firm's web app, the firm dashboard and the online application forms, measured at the hosting infrastructure level.

2.2 Exclusions

• Scheduled maintenance: with at least 24 hours' notice by email;
• Third-party outages: Google Cloud and Firebase, Brevo (email), Cloudflare, the Apple App Store, Google Play, the internet backbone or DNS providers;
• Force majeure: natural disasters, power outages, government action and cyberattacks;
• Causes on the Firm's side: downtime from the Firm's own actions, network or equipment.

2.3 Mobile apps

In the apps, the calculators and cost estimates work on the phone, without a connection. Whether the apps can be downloaded depends on the App Store and Google Play. Online applications and new documents in the apps need a connection.

Contents ↑

3. Support

3.1 Channels

3.2 Hours

Monday to Friday, 08:00 to 17:00 South African time, excluding South African public holidays.

3.3 Response times

Response time is the time from receipt (during business hours) to acknowledgement and the start of investigation. Resolution time depends on the issue.

3.4 What support covers

Covered:

• availability of the web app, the firm dashboard and the online application forms;
• calculator errors and cost estimate PDFs;
• branding updates and the WhatsApp button;
• app store listings, for tiers that include apps;
• signing in to the firm dashboard, and managing the Firm's team and settings there;
• online applications not reaching the Firm, and the Firm's page of uploaded documents, where the Firm's tier includes online applications;
• uploading, viewing or downloading library documents, on the Plus tier.

Not covered:

• training for the Firm's clients or staff;
• custom development, and integration with the Firm's own systems;
• end users' devices or connections;
• outages at third parties (for example, WhatsApp being down);
• the content, correctness or formatting of documents the Firm uploads;
• what the Firm does with an application once it has arrived, and the Firm's dealings with its clients.

Contents ↑

4. Rate table updates

FIFO updates the default South African rate tables within 5 business days after amended figures are published. Where new figures apply from a later date, FIFO schedules them to apply from that date.

A Firm's own disbursements and fixed costs, and its own fee table or fee brackets if it uses them, are the Firm's settings: FIFO doesn't change them. When the LSSA guideline changes, FIFO emails Firms that use their own fee table or brackets to ask them to check their figures.

Contents ↑

5. Data and backups

Disaster recovery: the target is 24 hours for critical infrastructure and 48 hours for full restoration.

The privacy notice explains what personal information is kept, where and for how long.

Contents ↑

6. Remedies

6.1 30-day satisfaction guarantee

A new subscriber may cancel within 30 (thirty) days of activation for any reason and receive a full refund. Clause 3.7(a) of the Terms of Service has the details. This guarantee applies to the first subscription period only.

6.2 Service credits

If FIFO misses the 99% monthly uptime target for 2 or more consecutive months, the Firm may request a service credit equal to one twelfth 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, the Firm may end the subscription and receive a pro-rata refund for the unused part of the period. Clause 3.7(b) of the Terms of Service has the details.

6.4 Claiming service credits

Credit requests must reach riaan@fifo.systems in writing within 30 days after the end of the month in which the uptime target was missed. FIFO checks the claim against the hosting logs and responds within 10 business days.

6.5 Maximum credits

Service credits in any 12-month period may not exceed 25% of the annual fee. Service credits are the only remedy for missing the monthly uptime target. The satisfaction guarantee (6.1) and the material failure refund (6.3) are separate remedies under the Terms of Service, and the credit cap doesn't apply to them.

Contents ↑

7. Changes

FIFO may update this SLA with 30 days' notice by email. Continued use after the new version applies means the Firm accepts it.

This version widens the support scope and corrects the description of stored data. It replaces the Service Level Agreement of 20 February 2026.

Contents ↑

8. Contact

Contents ↑