This Service Level Agreement sets out the availability, support and remedies that Bizzfo provides to every business holding an active paid Bizzfo subscription. It applies automatically to all Clients on the same terms. No signature is required. It supplements the Terms of Use and is read together with them.
Purpose and Scope
1.1 This agreement sets out the availability, support and remedies that Bizzfo provides to every business holding an active paid Bizzfo subscription (the "Client") for its use of the Bizzfo platform (the "Service"). It supplements the Bizzfo Terms of Use and the Client's subscription, and is read together with them.
1.2 The Service covers the Bizzfo point of sale in the web browser and the Bizzfo Android app, the Hive back office at hive.bizzfo.co.za used to manage products, stock, staff, customers, orders and reporting, and any online ordering storefront that Bizzfo hosts for the Client. The Bizzfo Windows point of sale (Win POS) runs on the Client's own computer; it is covered by section 6 (support) and section 8 (backups) but not by the availability commitment in section 3.
1.3 This agreement applies automatically from the effective date to every active paid subscription. No signature is required. Free trials and unpaid or suspended accounts are not covered.
1.4 The Service does not cover the Client's in-store hardware and peripherals, card payment terminals, the Client's internet connection and power supply, third-party payment gateways, the Client's domain registration and DNS, courier and delivery services, email and SMS delivery networks, or any application, integration or device not supplied by Bizzfo. These are addressed in section 4.
Definitions
- "Available" means the Bizzfo point of sale and the Hive back office can be reached over the internet, users can sign in, and a sale can be recorded.
- "Downtime" means any period of five or more consecutive minutes during which the Service is not Available for the Client and which is not an Excluded Event under section 4. Periods shorter than five consecutive minutes are not Downtime.
- "Monthly Uptime Percentage" means the total minutes in the calendar month, less Downtime minutes, divided by the total minutes in the calendar month, expressed as a percentage.
- "Business Hours" means 08:00 to 17:00 South African Standard Time on Mondays to Fridays, excluding South African public holidays.
- "Monthly Fee" means the recurring subscription fee payable by the Client for the branch or branches concerned in the month in question, excluding once-off, setup, development, hardware and transaction charges.
Availability Commitment
3.1 Bizzfo will make the Service Available with a Monthly Uptime Percentage of at least 99.5% in each calendar month.
3.2 The Monthly Uptime Percentage is calculated for each calendar month on its own. Downtime does not accumulate or carry over between months.
3.3 Downtime is measured from the earlier of the time Bizzfo detects that the Service is not Available or the time the Client reports it through a support channel in section 6, until the time Bizzfo confirms that the Service is restored.
Excluded Events
The following do not count as Downtime and are not subject to service credits:
- Failure or degradation of any third-party service on which the Service depends, including payment gateways and card terminal providers, banks, the Client's domain registrar and DNS provider, SMS, WhatsApp and email delivery networks, and courier systems.
- Failure of the Client's internet connection, mobile data, power supply (including load shedding), network equipment, computers, tablets, phones, printers, scanners or other in-store hardware.
- A regional or wider outage of the underlying cloud provider affecting services beyond Bizzfo's control.
- Acts or omissions of the Client or its users, including changes to DNS, expiry of a domain, configuration changes made through the Hive back office, or breach of the Terms of Use or Acceptable Use Policy.
- Suspension of the Service for non-payment or for breach of the Acceptable Use Policy.
- Distributed denial-of-service attacks or other malicious traffic targeted at the Client, provided Bizzfo takes reasonable steps to mitigate the attack.
- Features identified as beta, preview or trial.
- Force majeure, including power or telecommunications failure at national scale, strikes, civil unrest, fire, flood, and government action.
Updates and Maintenance
5.1 Bizzfo releases software updates continuously, including during Business Hours. Releases are designed not to interrupt the Service and no advance notice is given for them.
5.2 If a release causes a fault, Bizzfo will roll the release back or correct it, treating the fault at the severity it warrants under section 6. Any Downtime caused by a release counts as Downtime for the purposes of section 3.
5.3 Where infrastructure work is expected to interrupt the Service, Bizzfo will schedule it outside normal trading hours where practical. Such interruptions count as Downtime for the purposes of section 3.
Support
6.1 Support is available during Business Hours by WhatsApp or telephone on +27 64 824 2128, by email at support@bizzfo.co.za, and through the Help Centre.
6.2 Outside Business Hours, Severity 1 incidents only may be reported by WhatsApp on +27 64 824 2128. Requests of any other severity received outside Business Hours are treated as received at the start of the next Business Hours period.
6.3 Bizzfo assigns each request a severity on receipt and responds within the times below. Response means a person from Bizzfo has acknowledged the request, confirmed the severity and begun work. Resolution targets are objectives, not guarantees, because the time to resolve depends on the cause.
| Severity | Definition | Response | Updates | Resolution target |
|---|---|---|---|---|
| S1 Critical | The point of sale or Hive is down for all users at the Client, or sales cannot be recorded or paid for. | 1 hour in Business Hours 4 hours after hours | Every 2 hours | 8 hours |
| S2 Major | A major function is broken or badly degraded for many users, but sales can still be recorded. | 4 Business Hours | Daily | 2 Business Days |
| S3 Minor | A defect with a workaround, a cosmetic fault, or an issue affecting a small number of users. | 1 Business Day | On change | Next scheduled release |
| S4 Request | Questions, how-to assistance, configuration changes, and feature requests. | 2 Business Days | On change | By agreement |
6.4 Where a Severity 1 incident is caused by an Excluded Event, Bizzfo will still respond within the Severity 1 time, inform the Client of the cause, and assist with the third party where it reasonably can.
6.5 After any Severity 1 incident, Bizzfo will provide the Client with a short written incident report within five Business Days describing the cause, the duration, and the steps taken to prevent recurrence.
6.6 Support covers the operation of the Service as supplied. The following are not support and are chargeable at Bizzfo's standard rates unless otherwise agreed:
- Support, repair or configuration of hardware, peripherals, card terminals and networks, which are supported by their vendors.
- Accounting, bookkeeping, auditing or balancing of accounts.
- Report writing, stationery and receipt layout, and custom development or integrations.
- On-site attendance, and training beyond onboarding.
- Recovery of data deleted or altered by the Client or its users.
Service Credits
7.1 If the Monthly Uptime Percentage in a calendar month falls below the commitment in section 3.1, the Client is entitled to a credit against future invoices calculated as a percentage of the Monthly Fee for that month:
| Monthly uptime percentage | Approximate downtime in the month | Credit |
|---|---|---|
| 99.5% or above | Up to 3 h 40 min | None |
| Below 99.5%, at least 99.0% | 3 h 40 min to 7 h 30 min | 10% of the Monthly Fee |
| Below 99.0%, at least 98.0% | 7 h 30 min to 15 h | 25% of the Monthly Fee |
| Below 98.0% | More than 15 h | 50% of the Monthly Fee |
7.2 To claim a credit the Client must email support@bizzfo.co.za with the subject line "SLA credit claim" within 30 days of the end of the month concerned, stating the dates and times of the Downtime relied on. Bizzfo will verify the claim and confirm the outcome within 15 Business Days.
7.3 Credits are applied to the next invoice issued after the claim is confirmed. Credits are not paid in cash, carry no monetary value on termination, and are not transferable.
7.4 The total credit in any month will not exceed 50% of the Monthly Fee. No credit is due for a month in which the Client's account is in arrears.
7.5 Service credits are the Client's sole and exclusive remedy for any failure by Bizzfo to meet the availability commitment in this agreement.
7.6 If the Monthly Uptime Percentage falls below 98.0% in three consecutive months, the Client may cancel its subscription on 30 days' written notice without penalty.
Data, Backups and Recovery
8.1 Cloud data. Bizzfo backs up the Client's data held in Hive, which includes products, sales, stock, staff and customers, daily, and retains those backups for the purpose of disaster recovery.
8.2 In the event of data loss caused by a failure of Bizzfo's infrastructure, Bizzfo will restore from the most recent backup. The recovery point objective is 48 hours and the recovery time objective is 16 hours from the time Bizzfo confirms the loss.
8.3 Win POS. Win POS creates its own backups on the Client's computer. Where Win POS is configured to send those backups to Bizzfo, Bizzfo retains the copies it receives for a rolling 30 days. Bizzfo does not warrant that a local backup was created or sent successfully. The Client is responsible for confirming that Win POS backups are running and for keeping the computer switched on and connected so that backups can be sent.
8.4 Restoration of Win POS data from a copy held by Bizzfo, and restoration of any data deleted or altered by the Client or its users, is available on request and may be chargeable.
8.5 The Service is hosted in cloud infrastructure with encryption in transit for all public traffic. Bizzfo processes personal information on the Client's behalf in accordance with the Protection of Personal Information Act, 2013, and the Bizzfo Privacy Policy.
8.6 The Client may export its data from Hive at any time.
Client Responsibilities
9.1 The Client will maintain a reliable internet connection and suitable devices at each branch, maintain its accounts with any payment gateway or card terminal provider in good standing, and keep at least one technical contact and one after-hours contact up to date with Bizzfo.
9.2 The Client will report incidents through the channels in section 6 with enough detail for Bizzfo to reproduce the issue, including the branch, the user, the device and the time, and will give Bizzfo reasonable access and cooperation to investigate.
9.3 The Client is responsible for the content it publishes, for the security of its own user logins and POS passwords, and for informing Bizzfo in advance of promotions, events or new branches expected to produce unusually high volumes.
Review and Changes
10.1 Bizzfo reviews this agreement from time to time as it sees fit. The current version is published on this page.
10.2 Bizzfo may amend this agreement at any time by publishing an updated version on this page. The version published at the time of an incident or claim is the version that applies to it. Continued use of the Service after publication constitutes acceptance of the amended agreement.
10.3 The Bizzfo Terms of Use state that the Services are provided "as is" and that uninterrupted availability is not guaranteed. This agreement is the specific exception to that statement for the Client. Where this agreement conflicts with the Terms of Use or the Client's subscription, this agreement prevails on matters of availability, support and service credits, and those documents prevail on all other matters.
Contact Information
For support or questions about this agreement, please contact:
Bizzfo (Pty) Ltd
9 Muscadele, Die Wingerd
Somerset West, 7130
Western Cape, South Africa
Email: support@bizzfo.co.za
WhatsApp: +27 64 824 2128