Service Level Agreement

Last updated: March 2, 2026

This Service Level Agreement ("SLA") is part of the agreement between Node Works Ltd ("Company", "we", "us", or "our"), a company registered in the Republic of Kenya under registration number PVT-MKULZYM, and you ("Customer", "you", "your") for the provision of the TailHQ platform (the "Service"). This SLA applies to all paid Subscription plans.

1. Service Availability

We commit to maintaining a monthly uptime percentage of 99.9% for the Service ("Uptime Commitment"). Uptime is measured as the percentage of total minutes in a calendar month during which the Service is available and operational.

Uptime Percentage is calculated as:

((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) × 100

2. Exclusions

The Uptime Commitment does not apply to any downtime, performance issues, or unavailability caused by:

Scheduled Maintenance: Pre-planned maintenance windows for which we provide at least 48 hours' advance notice via email or in-app notification. We will endeavour to schedule maintenance during off-peak hours.
Emergency Maintenance: Urgent maintenance required to address critical security vulnerabilities or imminent threats to service integrity. We will provide notice as soon as reasonably practicable.
Force Majeure: Events beyond our reasonable control, including but not limited to natural disasters, acts of war, terrorism, government actions, labour disputes, power outages, or failures of third-party infrastructure (including internet service providers and hosting providers).
Customer Actions: Downtime caused by your actions, including misuse of the Service, violation of the Acceptable Use Policy, or modifications to your own systems that affect connectivity to the Service.
Third-Party Services: Outages or performance degradation of third-party services integrated with the Service (e.g., payment processors, email providers, SMS services) that are outside our control.

3. Service Credits

If we fail to meet the Uptime Commitment in any given calendar month, you may be eligible for a Service Credit as set out below. Service Credits are your sole and exclusive remedy for any failure to meet the Uptime Commitment.

Monthly Uptime Percentage	Service Credit (% of Monthly Fee)
99.0% – 99.9%	10%
95.0% – 99.0%	25%
Below 95.0%	50%

To request a Service Credit:

Submit a request to hi@tailhq.com within 30 days of the end of the month in which the downtime occurred.
Include your account details and the dates and times of the downtime you experienced.
We will verify the claim against our monitoring records and respond within 15 business days.

Service Credits are applied to future billing periods and are not redeemable for cash. The maximum total Service Credit for any single calendar month shall not exceed 50% of your monthly Subscription fee for that month. Service Credits are not transferable.

4. Support Response Times

We provide customer support via email at hi@tailhq.com and through the in-app support channels. We aim to respond to support requests within the following timeframes:

Severity	Description	Initial Response	Resolution Target
Critical	Service is completely unavailable or a critical feature is non-functional, affecting all users	1 hour	4 hours
High	A major feature is impaired, significantly impacting your ability to use the Service	4 hours	1 business day
Medium	A non-critical feature is impaired, with a workaround available	1 business day	5 business days
Low	General questions, feature requests, or minor cosmetic issues	2 business days	Best effort

Response times are measured during business hours (Monday to Friday, 8:00 AM to 6:00 PM East Africa Time, excluding Kenyan public holidays), except for Critical severity issues which are monitored 24/7. Resolution targets are goals, not guarantees, and complex issues may require additional time.

5. Data Backup and Recovery

We maintain the following backup and recovery practices:

Automated Backups: Customer Data is backed up automatically on a daily basis.
Backup Retention: Backups are retained for a minimum of 30 days.
Recovery Point Objective (RPO): In the event of a data loss incident, we target a maximum data loss window of 24 hours.
Recovery Time Objective (RTO): We target restoring the Service from backups within 4 hours of the decision to initiate a recovery.
Geographic Redundancy: Backups are stored in a geographically separate location from the primary data centre.

6. Planned Maintenance

We will provide at least 48 hours' advance notice for scheduled maintenance. Maintenance will be scheduled during off-peak hours where possible (typically weekends or late evening East Africa Time). We will endeavour to keep maintenance windows as short as possible and will communicate the expected duration in advance.

7. Communication and Incident Reporting

During any service disruption, we will:

Acknowledge the incident and provide an initial assessment as soon as reasonably practicable
Provide regular updates during the incident (at least every 2 hours for Critical issues)
Issue a post-incident report within 5 business days of resolution for any Critical or High severity incident, detailing the root cause, impact, resolution, and preventive measures

8. SLA for Free Trial and Free Plans

This SLA, including the Uptime Commitment and Service Credits, applies only to paid Subscription plans. Users on free trials or free plans receive the Service on a best-effort basis without any uptime guarantees or Service Credit entitlements.

9. Modifications to This SLA

We may update this SLA from time to time. Material changes will be communicated with at least 30 days' advance notice. The most current version of this SLA will always be available on this page.

Contact Us

If you have any questions about this Service Level Agreement, please contact us:

Node Works Ltd

Company Registration: PVT-MKULZYM

Republic of Kenya

Email: hi@tailhq.com