Service Level Agreement

Effective date: 12 June 2026

This Service Level Agreement ("SLA") sets out our uptime commitments for Richinei ERP (the "Service") and the service credits available when we fall short. The SLA is part of, and incorporated by reference into, the Terms of Service.

The SLA applies only to paid plans unless otherwise indicated. Free trials and free-tier accounts are provided on a best-effort basis without SLA.

1. Definitions

• "Monthly Uptime Percentage" means the percentage of total minutes in a calendar month during which the Service was available, calculated as:

  (Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100

• "Downtime" means any period in which the production Service is unavailable to your authorised users due to a failure of the Service.

• "Available" means the Service responds to HTTP requests at the documented endpoints with a 2xx or 3xx status code.

• "Service Credit" means a credit, denominated in your monthly subscription fee, applied to your next invoice as set out in Section 4.

2. Uptime commitment

We target the following Monthly Uptime Percentage:

If your plan name does not appear above, the applicable target is the Starter target unless your Order specifies otherwise.

These targets reflect our commitment as a service provider. We rely on third-party infrastructure (notably Railway) whose own availability characteristics are publicly documented at https://railway.app. We cannot guarantee availability beyond that which our infrastructure provider delivers.

3. What does not count as Downtime

Downtime does not include unavailability resulting from:

• Scheduled maintenance that we announce at least 48 hours in advance by email and in-app banner. We aim to perform scheduled maintenance during off-peak hours (typically 02:00–05:00 West Africa Time on weekends).
• Emergency maintenance required to address a critical security vulnerability or imminent service failure, where we use commercially reasonable efforts to give advance notice.
• Force-majeure events as defined in the Terms of Service.
• Failures of internet, telecommunications, or third-party infrastructure outside our control (e.g. an outage of a payment processor or AI provider that is not also caused by our action or inaction).
• Issues caused by your Customer Data, configuration, integrations, customisations, or scripts — for example, exceeding plan limits, or running excessive automated queries.
• Suspended or terminated accounts as a result of your breach of the Terms of Service or AUP.
• Browser, device, or local-network issues at your end.
• Beta or experimental features, which are provided "as is" without SLA unless we expressly state otherwise.

4. Service credits

If we fail to meet the applicable Monthly Uptime Percentage target, you are entitled to the following credits as your sole and exclusive remedy:

4.1 Cap

Service Credits in any single calendar month will not exceed 100% of the fees you paid for that month.

4.2 How to claim

To claim a Service Credit, you must:

• submit a written request to richineitechnologies@gmail.com within 30 days of the end of the month in which the Downtime occurred;
• include reasonable details of the Downtime, including dates, times, and an estimate of impact;
• have an account in good standing (no overdue fees, no breach of the Terms of Service).

We will respond within 15 business days confirming whether the credit is granted. Approved credits are applied to your next invoice. Service Credits are not refundable in cash.

4.3 Single remedy

The Service Credits in this Section 4 are your sole and exclusive remedy for failure of the Service to meet the uptime targets in this SLA. Nothing in this SLA limits your other rights under the Terms of Service.

5. Support response times

Our support response targets, depending on severity:

These response targets reflect our current support capacity. Business hours are 09:00–18:00 West Africa Time, Monday to Friday, excluding Nigerian federal public holidays. Out-of-hours best-effort support is available for genuine P1 incidents via the channels published in the Service. Faster response targets may be available under enterprise Orders.

Support is available by email at richineitechnologies@gmail.com and via the in-app help center.

6. Backups and data recovery

Tenant data resides on our managed Postgres instance hosted with Railway. Railway provides managed backups in accordance with the plan we maintain with them; specific frequency and retention are subject to Railway's then-current backup policy and may change as we adjust our infrastructure plan.

We target the following operational objectives for Service restoration following a catastrophic failure of our infrastructure:

• Recovery Point Objective (RPO) — restore to a point within the last 24 hours wherever practicable;
• Recovery Time Objective (RTO) — restore production access within 8 hours wherever practicable.

These objectives are targets, not guarantees. Actual recovery time depends on the nature of the incident, the state of upstream infrastructure, and any third-party dependencies. Service Credits under Section 4 are the sole remedy where targets are not met.

Customer-initiated data recovery — for example, restoring a record you deleted by mistake — is offered on a best-effort basis and may incur a support fee for extensive work. The Service's in-app tools (soft-deletes on critical records, audit log, undo on recent actions) are the primary recovery mechanism for individual records.

7. Changes to this SLA

We may update this SLA with at least 30 days' notice by email and in-app banner. Changes that reduce the uptime target or credits apply only at the start of your next Subscription Term unless you accept them earlier.

8. Contact

To raise an SLA matter:

• General SLA questions: richineitechnologies@gmail.com
• Production incidents: contact our support channels listed in the Service or at 08077423899 for P1 incidents.

Last updated: 12 June 2026