Service Level Agreement
Last updated: 14 May 2026
1. Scope
This Service Level Agreement ("SLA") applies to all paid LEDGA subscriptions (Solo, Growth, and Professional). It defines our commitment to platform availability, performance, and support responsiveness.
2. Uptime Commitment
LEDGA targets 99.9% monthly uptime for its core services, measured as the percentage of minutes the Service is available in a calendar month. Core services include:
- Dashboard access and navigation
- Invoice creation, editing, and sending
- Expense tracking and categorisation
- Bank statement import and reconciliation
- VAT report generation
- API endpoints (Professional plan)
3. Exclusions
The following are not counted as downtime:
- Scheduled maintenance (announced at least 48 hours in advance, performed outside South African business hours where possible)
- Force majeure events (natural disasters, government actions, internet backbone failures)
- Third-party service outages (banking APIs, Stripe, SARS eFiling)
- Issues caused by the customer's own network, hardware, or browser
4. Support Response Times
Response times depend on your plan and the severity of the issue:
| Severity | Solo | Growth | Professional |
|---|---|---|---|
| Critical (service down) | 24 hours | 8 hours | 2 hours |
| High (feature broken) | 48 hours | 12 hours | 4 hours |
| Medium (usability issue) | 3 business days | 1 business day | 8 hours |
| Low (question / request) | 5 business days | 2 business days | 1 business day |
5. Support Channels
- Solo — Email support (support@ledga.co.za)
- Growth — Email + in-app live chat (business hours, Mon–Fri 08:00–17:00 SAST)
- Professional — Priority WhatsApp + email, under 2 hours during business hours
6. Service Credits
If we fail to meet the 99.9% uptime target in a calendar month, affected paid customers may request service credits:
- 99.0%–99.9% — 10% credit of that month's subscription fee
- 95.0%–99.0% — 25% credit
- Below 95.0% — 50% credit
Credits must be requested within 30 days of the incident via support@ledga.co.za. Credits are applied to future invoices and cannot be refunded as cash.
7. Data Backups
LEDGA performs automated daily backups of all customer data. Backups are retained for 30 days and stored in geographically separate locations. In the event of data loss, we will make commercially reasonable efforts to restore your data from the most recent backup.
8. Contact
For SLA-related enquiries, reach us at support@ledga.co.za.