Service Level Agreement (SLA)
Last updated: October 31, 2026
1. Scope
This Service Level Agreement describes the service availability and support commitments that Simple Invoicing provides for the Simple Invoicing application ("Service") to customers with an active paid subscription. It forms part of our Terms & Conditions.
2. Service availability
We target a monthly uptime of 99.5%, measured over each calendar month. Uptime is the percentage of minutes in the month during which the Service is available, excluding the exclusions listed below.
3. Scheduled maintenance
- Planned maintenance is performed, where possible, during low-usage hours (typically late night, India Standard Time).
- We aim to give at least 24 hours' notice of maintenance that may cause downtime, through the application or by email.
- Scheduled maintenance does not count as downtime.
4. Support channels and hours
Support is available through support tickets, by email at support@simpleinvoicing.in and by phone at 7207860606, Monday to Saturday, 10:00 AM to 6:00 PM IST, excluding public holidays.
5. Raising a ticket and response targets
The fastest way to reach us is to raise a support ticket. You receive a ticket number by email and can follow progress and reply at any time on the ticket tracking page. When you raise a ticket, choose the severity that fits:
| Severity | Description | First response |
|---|---|---|
| Minor | Small concerns: questions, minor problems, or issues with a workaround. | Within 1 business day |
| Major | An important feature is blocked, or many users are affected. | Within 3 business days |
Business days are Monday to Saturday (excluding public holidays), and the clock runs during support hours. Response targets refer to the time to first response, not the time to resolution.
6. Escalation
Every ticket is tracked against its response target, and escalated if it is not met:
- Level 1 – Support: every ticket starts here.
- Level 2 – Senior support: a ticket moves here automatically as soon as its first-response target is missed.
- Level 3 – Management: a ticket moves here if it is still unanswered one further business day after the target.
Our team can also escalate a ticket by hand when a problem needs more senior attention. If you are unhappy with how a ticket is being handled, say so in a reply on the ticket and we will escalate it.
7. Data backup and recovery
Your data is backed up regularly and stored securely. In the event of a data loss incident on our side, we will work to restore your data from the most recent available backup as quickly as reasonably possible.
8. Exclusions
The following are not counted as downtime or a failure to meet this SLA:
- Scheduled maintenance as described above.
- Issues caused by your internet connection, devices, browser or network.
- Outages of third-party services such as payment gateways, SMS/WhatsApp/email providers, or cloud infrastructure providers outside our reasonable control.
- Force majeure events, including natural disasters, government action, or widespread internet failures.
- Misuse of the Service, or suspension of an account for breach of our Terms & Conditions or non-payment.
- Free trial accounts and features marked as beta or preview.
9. Service credits
If monthly uptime falls below the target, you may request a service credit applied to your next billing cycle:
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 95.0% | 10% |
| Below 95.0% | 25% |
Credits must be requested in writing within 30 days of the end of the affected month and are the sole remedy for failure to meet the availability target. Credits have no cash value.
10. How to claim
Raise a ticket (or email support@simpleinvoicing.in) with your account details and the dates and times of the downtime. We will review the request and respond within 5 business days.
11. Changes to this SLA
We may update this SLA from time to time. The latest version is always available on this page, with the date of the last update shown at the top.
12. Contact us
Simple Invoicing
Marketed by: Amtech
Humayun Nagar, Hyderabad - 500028, Telangana, India
Email: support@simpleinvoicing.in · Phone: 7207860606