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Plain-English summary
Concrete uptime + response-time commitments per tier. Service credits if we miss them.
Legal · SLA
Service Level Agreement
Last reviewed 2026-05-01 · version 1.0
Uptime commitments
| Tier | Monthly uptime target | Service credit at 99.0–99.5% | Service credit below 99.0% |
|---|---|---|---|
| Starter | 99.5% | — | 10% of monthly fee |
| Growth | 99.9% | 10% of monthly fee | 25% of monthly fee |
| Scale | 99.95% | 15% of monthly fee | 50% of monthly fee |
| Enterprise | 99.99% (per contract) | per contract | per contract |
Exclusions
Uptime calculations exclude:
- Planned maintenance announced ≥ 48 hours in advance
- Issues caused by Customer integrations / configurations
- Force majeure events
Support response
| Tier | First-response SLA | Resolution SLA |
|---|---|---|
| Starter | Best effort | Best effort |
| Growth | 1 business day | 5 business days |
| Scale | 4 business hours | 2 business days |
| Enterprise | 1 business hour | Per contract |
"Business hours" = Monday–Friday, 09:00–17:00 East Africa Time (EAT), excluding Kenyan public holidays.
How to claim a service credit
Email [billing@gwinto.com](mailto:billing@gwinto.com) within 30 days of the affected billing cycle with the date(s) and the impact observed. We'll cross-check against our incident log and apply the credit to your next invoice.
Questions about this policy? Email legal@gwinto.com or use the contact form.