Service Level Agreement (SLA)

Our commitment to reliability, high performance, and continuous uptime for your business.

Core Service Guarantees

  • 99.9% Uptime: We guarantee our servers will be available 99.9% of the month to ensure your business operations never stop.
  • Lightning Fast Response: Our system interfaces are optimized for minimal latency to guarantee speed of service during rush hours.
  • Distributed Cloud Servers: We rely on distributed cloud infrastructure that prevents total system failure if a single server goes down.
  • Real-time Backups: Data and orders are backed up in real-time to ensure no receipt or order is ever lost under any circumstance.

1. Service Level Commitment

At Tbill, we are committed to providing the highest levels of stability and reliability. We guarantee that the platform will be available and operational 99.9% of the time during any calendar month. This commitment covers all critical systems: POS, main dashboard, and order-taking apps.

2. Downtime Compensation (Service Credits)

If the monthly availability falls below 99.9%, customers on paid plans may request a Service Credit as compensation. The compensation is calculated based on the downtime percentage and can range from a 10% to 30% discount on the following month's bill. Compensation requests must be submitted to the support team within 7 business days of the end of the month in which the downtime occurred.

3. Incident Severities and Response Times

Technical support tickets are handled based on severity levels: - **Severity 1 (Critical):** Complete system outage preventing order intake (15-minute response). - **Severity 2 (High):** Major feature failure with a temporary workaround available (1-hour response). - **Severity 3 (Medium):** Software bugs that do not impact core operations (4-hour response). - **Severity 4 (Normal):** General inquiries or feature requests (24-hour response).

4. Scheduled Maintenance and Downtime Exclusions

The following are NOT considered 'downtime': (a) Pre-scheduled maintenance during off-peak hours (3 AM to 6 AM Amman time) with advance notice. (b) Issues caused by factors beyond our control (e.g., client's internet outage or natural disasters). (c) Improper use of the system by the client's staff.

Last updated: July 2026