SERVICE LEVEL AGREEMENT (SLA)

Last Updated: 2026-03-10

This Service Level Agreement ("SLA") defines the service performance standards and commitments provided by:

INTEGRATED WORKSHOP CONTROL AND FINANCIAL SYSTEMS (PTY) LTD
Trading As: Toothless Web and App

Registration Number: 2026/030118/07

Physical Address:
48 Seekoie Street
Pyramid
Pretoria
Gauteng
0120
South Africa

Email: legal@toothlesswebapp.co.za

This SLA applies to services including:

SaaS platforms

Web hosting

Email hosting

Domain hosting

Web applications

Mobile applications

Cloud infrastructure services

Managed services

1. SERVICE AVAILABILITY

Toothless Web and App strives to maintain high availability for hosted services.

Target uptime:
99.5% monthly uptime

Uptime is calculated based on total minutes in a calendar month minus confirmed service downtime.

2. SCHEDULED MAINTENANCE

Scheduled maintenance may be performed to maintain service reliability.

Maintenance may include:

Server updates

Security patches

Infrastructure upgrades

Software improvements

Where possible, customers will be notified in advance.

Scheduled maintenance does not count as downtime.

3. SERVICE MONITORING

Our infrastructure may be monitored using automated systems to track:

Server availability

Performance metrics

Network health

Security threats

Monitoring ensures rapid response to issues affecting services.

4. INCIDENT RESPONSE

Support response times may vary depending on issue severity.

Critical Issue

Complete service outage.

Response Time: Within 4 hours.

High Priority

Major functionality unavailable.

Response Time: Within 8 hours.

Medium Priority

Partial service degradation.

Response Time: Within 24 hours.

Low Priority

General inquiries or minor issues.

Response Time: Within 48 hours.

Response time refers to initial acknowledgement, not full resolution.

5. SUPPORT CHANNELS

Support requests may be submitted via:

Email: legal@toothlesswebapp.co.za

Additional support systems may be provided depending on service plan.

6. SERVICE CREDITS

If uptime falls below guaranteed availability, service credits may be issued at our discretion.

Example guideline:

Monthly Uptime Credit
99.5% – 100% No credit
98% – 99.4% 5% credit
95% – 97.9% 10% credit
Below 95% 20% credit

Credits apply to future invoices only.

7. SLA EXCLUSIONS

This SLA does not apply to downtime caused by:

Scheduled maintenance

Third-party provider outages

Domain registry failures

Client misconfiguration

Client code or applications

Internet backbone failures

Force majeure events

8. CLIENT RESPONSIBILITIES

Clients must:

Maintain secure account credentials

Properly configure systems

Maintain backups

Follow Acceptable Use Policy

Failure to comply may affect service performance.

9. MODIFICATIONS

We may update this SLA from time to time.

Updated versions will be published on our website.