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Service Level Agreement

Our commitment to reliability, uptime, and performance for your business-critical operations

Last Updated

February 28, 2026

Effective Date

March 1, 2026

Version

1.0

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Uptime CommitmentDowntime DefinitionService RemediesResponse TimesExclusionsClaiming RemediesMaintenance WindowsPerformance TargetsStatus & Notifications

This Service Level Agreement is published by Fininvo, a trade name of Prashbi Global Services Pvt. Ltd., a company incorporated under the laws of India (CIN: U52100KA2020PTC133490), with its registered office at Tholons Tower, 346 HIG, 17th Cross Rd, Dollars Colony, R.M.V. 2nd Stage, Bengaluru, Karnataka 560094, India. References to "Fininvo", "we", "us", or "our" in this document refer to Prashbi Global Services Pvt. Ltd..

1

Uptime Commitment

Fininvo is committed to providing highly available and reliable services for your business-critical operations. We guarantee the following monthly uptime percentages for all paid subscription plans:

99.9%

Uptime Guarantee

<200ms

API Response Time

24/7

Enterprise Support

Essential & Professional

99.9% monthly uptime guarantee. This translates to a maximum of 43 minutes and 28 seconds of unplanned downtime per month.

Enterprise

99.95% monthly uptime guarantee. This translates to a maximum of 21 minutes and 44 seconds of unplanned downtime per month.

How we measure uptime: Uptime is calculated as the percentage of total minutes in a calendar month during which the core platform services are available and operational, excluding scheduled maintenance windows.

2

Downtime Definition

For the purposes of this SLA, "Downtime" is defined as follows:

Counts as Downtime

  • • Complete inability to access the Platform (HTTP 5xx errors for >5 consecutive minutes)
  • • Core functionality failure: inability to create, read, update, or delete records
  • • Authentication system failure preventing all users from logging in
  • • Data API returning errors for >95% of requests over a 5-minute period

Does NOT Count as Downtime

  • • Scheduled maintenance windows (announced 72+ hours in advance)
  • • Degraded performance (slow response but service accessible)
  • • Partial outage affecting a single non-critical module only
  • • Issues caused by customer's network, ISP, browser, or device
  • • Third-party service outages (Stripe, email delivery, etc.)
  • • Force Majeure events as defined in our Terms of Service

Measurement: Downtime is measured using our internal monitoring systems and verified against server-side logs. The monitoring checks Platform availability every 60 seconds from multiple geographic locations. Fininvo's monitoring data is the sole authoritative source for determining Downtime and uptime calculations.

3

Service Remedies

If Fininvo fails to meet the uptime commitments, eligible customers on paid plans may receive a subscription extension as the sole and exclusive remedy. No monetary refunds or invoice credits will be issued.

Subscription Extension Schedule

Monthly UptimeMonthly Plan ExtensionAnnual Plan Extension
< 99.9% - ≥ 99.0%+2 days+3 days
< 99.0% - ≥ 95.0%+4 days+5 days
< 95.0%+7 days (maximum)+7 days (maximum)

Monthly Subscriptions

Extension days are added to the end of your current billing cycle. Maximum extension per incident: 7 days. Maximum cumulative extension per calendar month: 7 days. Extensions do not carry over to subsequent months.

Annual Subscriptions

Extension days are added to the end of your annual subscription period. Maximum extension per incident: 7 days. Maximum cumulative extension per calendar year: 30 days. Extensions do not affect renewal dates beyond the added days.

Important: Subscription extensions are the sole and exclusive remedy for any SLA breach. Extensions cannot be converted to monetary credits, refunds, or any other form of compensation. All subscription fees remain non-refundable in accordance with our Refund Policy. Enterprise customers with a signed MSA may negotiate alternative remedy terms.

4

Response Time Targets

Our support response times vary by plan tier to ensure all customers receive timely assistance:

Essential

  • Email: 24 hours
  • Chat: 8 hours

Professional

  • Email: 8 hours
  • Chat: 2 hours
  • Phone: 4 hours

Enterprise

  • Email: 4 hours
  • Chat: 1 hour
  • Phone: 1 hour
  • Dedicated CSM

Critical Issues (P1): For all paid plans, critical issues affecting production operations (complete service outage or data loss) receive priority escalation with response times reduced by 50% from the targets above.

5

Exclusions

The following events and circumstances are excluded from uptime calculations and do not qualify for service credits:

Scheduled Maintenance

Pre-announced maintenance windows with at least 72 hours advance notice to affected customers.

Force Majeure

Events beyond reasonable control including natural disasters, acts of war, government actions, or pandemic-related disruptions.

Customer-Caused Issues

Downtime resulting from customer actions, misconfigurations, custom code, or third-party integrations managed by the customer.

Beta Features

Features explicitly labeled as beta, preview, or experimental are provided as-is without uptime guarantees.

Free Tier Accounts

This SLA does not apply to free tier or trial accounts. Uptime guarantees apply only to paid subscription plans.

Third-Party Services

Outages caused by third-party providers (payment gateways, email services) that are outside Fininvo's direct control.

6

How to Claim Service Remedies

To request a subscription extension for an SLA breach, follow the process outlined below:

Submission Deadline

Extension requests must be submitted within 30 calendar days of the incident. Requests submitted after this window will not be honored.

Required Information

Include your account ID, incident date/time, duration of impact, affected services, and any relevant error messages or screenshots.

How to submit: Send your extension request to support@fininvo.com with the subject line "SLA Extension Request - [Your Account ID]". Approved extensions will be applied to your current subscription within one billing cycle.

7

Maintenance Windows

Fininvo performs regular maintenance to ensure platform security, stability, and performance. Maintenance activities are categorized as follows:

Scheduled Maintenance

  • • Window: Sundays, 02:00 - 06:00 UTC
  • • Notice: 72 hours advance notification
  • • Frequency: As needed, typically 1-2 times/month
  • • Notification: Email + in-app banner

Emergency Maintenance

  • • When: Critical security patches or urgent fixes
  • • Notice: Best-effort advance notification
  • • Duration: Minimized to essential changes only
  • • Post-mortem: Incident report within 48 hours

Zero-Downtime Deployments: Most updates are deployed using rolling deployment strategies that require no downtime. Scheduled maintenance windows are reserved for infrastructure changes, database migrations, and major platform upgrades that cannot be performed without brief service interruption.

8

Performance Targets

In addition to uptime guarantees, Fininvo commits to the following performance benchmarks measured at the 95th percentile (p95):

API Response

<200ms

p95 response time for standard API endpoints under normal load conditions.

Page Load

<3s

Full page load time for dashboard and primary application views.

Batch Operations

Defined

Bulk imports processed within plan-specific time limits. Enterprise: custom SLAs.

Performance metrics are continuously monitored and published on our status page.

9

Status Page & Notifications

Fininvo provides transparent, real-time visibility into platform health and incident communication through multiple channels:

Public Status Page

Real-time service status, uptime history, and incident timeline available at status.fininvo.com. Subscribe for automatic updates.

Incident Alerts

Email and SMS notifications for service disruptions, maintenance windows, and incident resolution. Configurable per account in notification settings.

Post-Incident Reports

Detailed root cause analysis and corrective action reports published within 5 business days of any significant incident (P1/P2 severity).

Enterprise Notifications

Enterprise customers receive dedicated incident communication via their Customer Success Manager, including proactive alerts and custom escalation paths.

Incident Severity Levels: P1 (Critical) - complete service outage, P2 (Major) - significant feature degradation, P3 (Minor) - limited impact on non-critical features, P4 (Low) - cosmetic or minor issues with workaround available.

Contact Our Team

Support & SLA Inquiries

support@fininvo.com

Enterprise Sales

enterprise@fininvo.com

CIN

U52100KA2020PTC133490

Registered Office

Prashbi Global Services Pvt. Ltd.
Tholons Tower, 346 HIG, 17th Cross Rd, Dollars Colony,
R.M.V. 2nd Stage, Bengaluru, Karnataka 560094, India

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