This Service Level Agreement describes our availability and support targets for paid Punctual plans (Basic, Lite and Gold). It supplements the Terms of Service. Free trials are provided without an SLA.
1. Availability target
We target 99.5% monthly availability of the Punctual web app (sign-in, clock-in/out and the admin dashboard). Availability is the share of minutes in a calendar month the service was reachable, excluding the items in section 5.
Because the app can record clock-ins on a user's phone while offline and sync them later, a short outage does not by itself lose attendance records.
2. Support
Support is by email (support@afrisalespro.com) and WhatsApp (+234 808 452 6986), Monday to Saturday, 8:00 to 18:00 West Africa Time. Our first-response targets:
| Severity | Example | Basic / Lite | Gold (priority) |
|---|---|---|---|
| Critical | Clock-in unavailable for all staff | within 6 hours | within 2 hours |
| High | A major feature is broken for many users | within 1 business day | within 4 hours |
| Normal | A question or minor issue | within 2 business days | within 1 business day |
These are response targets, not guaranteed resolution times.
3. Planned maintenance and updates
Planned maintenance is announced in the in-app inbox where practical and scheduled outside normal working hours. The app is updated frequently; updates reach users when they next open it.
4. Service credits
If monthly availability falls below the target and you ask within 30 days of the month end, we will add free subscription time to the affected organisation's plan:
| Monthly availability | Credit |
|---|---|
| 99.0% to below 99.5% | 3 days |
| 95.0% to below 99.0% | 7 days |
| Below 95.0% | 15 days |
Credits are extra subscription time, not cash, and are the sole remedy for availability shortfalls.
5. Exclusions
Not counted as downtime: scheduled maintenance; internet, network, GPS or device problems on the user's side; failures of third-party services (for example messaging gateways or payment providers) outside our control; suspension for breach of our policies; and events beyond reasonable control, including power failures and major cloud-provider incidents.
6. Backups and data protection
Data is stored on Google Cloud's managed database. Organisations should export records (CSV/PDF) regularly for their own archives. See our Security Policy.
7. Changes
We may update this SLA with notice to Admins; changes do not reduce commitments for a period already paid for.