Service Level Agreement
Last updated: 1 March 2026
This Service Level Agreement (“SLA”) describes the service commitments VisaFlow makes to its customers on paid plans. This SLA is incorporated into and forms part of the VisaFlow Terms of Service.
1. Platform Availability
VisaFlow commits to a monthly uptime target of 99.9% for all paid plans, measured as the percentage of total minutes in a calendar month during which the core platform is available and operational.
“Downtime” is defined as a period during which users are unable to log in or access core features (case management, document storage, and client portals). The following are excluded from downtime calculations:
- Scheduled maintenance windows (communicated at least 48 hours in advance)
- Force majeure events beyond VisaFlow's reasonable control
- Issues caused by third-party services, user networks, or user-configured integrations
2. Support Response Times
Support is available during South African business hours (08:00 – 17:00 SAST, Monday to Friday, excluding public holidays) unless otherwise stated for your plan.
| Severity | Description | Response Time |
|---|---|---|
| Critical | Platform unavailable or data loss risk | Within 1 hour |
| High | Major feature unavailable, no workaround | Within 4 hours |
| Medium | Feature impaired, workaround available | Within 8 business hours |
| Low | General questions or minor issues | Within 24 business hours |
3. Data Protection & Backups
- VisaFlow aims to maintain backup and recovery processes appropriate to the service and environment
- Backup retention periods and restoration procedures may vary by environment and operational requirements
- Current security practices are described at a high level on our Security page.
4. Scheduled Maintenance
VisaFlow performs routine maintenance to ensure the platform remains secure and performant. Scheduled maintenance windows are:
- Communicated at least 48 hours in advance via email and in-app notification
- Scheduled during off-peak hours (typically weekends or after 20:00 SAST)
- Limited to a maximum of 4 hours per maintenance window
5. Service Credits
If VisaFlow fails to meet the 99.9% monthly uptime target, affected customers on paid plans are eligible for service credits:
- 99.0% – 99.9%: 10% credit of that month's subscription fee
- 95.0% – 99.0%: 25% credit of that month's subscription fee
- Below 95.0%: 50% credit of that month's subscription fee
Service credits must be requested within 30 days of the affected month by contacting support@visaflow.co.za. Credits are applied to future invoices and are not redeemable for cash.
6. Incident Communication
In the event of a service disruption, VisaFlow will:
- Acknowledge the incident within 30 minutes of detection
- Provide regular status updates at least every 60 minutes during active incidents
- Publish a post-incident report within 5 business days of resolution for Critical severity incidents
7. Contact
For SLA-related queries or to request service credits, contact us at support@visaflow.co.za.