Overview
This Service Level Agreement ("SLA") describes Fixty's commitment to platform reliability and availability for subscribers on the Professional and Business plans. It defines uptime targets, incident response expectations, and the service credit process that applies when those targets are not met.
This SLA is incorporated into and subject to the Terms of Service. In the event of a conflict between this SLA and the Terms of Service, the Terms of Service will prevail except with respect to the specific uptime and credit commitments described herein.
Uptime Commitment
Fixty targets 99.9% monthly uptime for the core platform services, including the mobile application, web dashboard, and API. This commitment applies to subscribers on the Professional and Business plans.
Uptime is measured using independent external monitoring services that test platform availability from multiple geographic locations at regular intervals. Downtime is defined as any period during which the platform is completely unavailable or substantially unusable for the majority of users, as determined by our monitoring data.
Uptime Calculation
Monthly uptime percentage is calculated using the following formula: ((Total Minutes in Month - Downtime Minutes) / Total Minutes in Month) x 100.
For example, in a 30-day month containing 43,200 total minutes, 43.2 minutes of downtime would result in an uptime of 99.9%. Downtime minutes that occur during scheduled maintenance windows are excluded from this calculation.
Scheduled Maintenance
Fixty performs scheduled maintenance to apply updates, security patches, and infrastructure improvements. We will provide at least 48 hours' advance notice of any scheduled maintenance window.
Scheduled maintenance is performed during off-peak hours whenever possible, typically on weekday nights or weekends. Notifications are sent via email to account holders and displayed as in-app announcements prior to the maintenance window.
Downtime that occurs during a properly announced scheduled maintenance window does not count toward the uptime calculation and does not qualify for service credits.
Incident Severity Levels
Fixty classifies incidents into four severity levels, each with a corresponding response time target.
P1 — Critical
The platform is completely unavailable or a core function (such as job management, invoicing, or customer communications) is entirely non-functional for all users. Target initial response time: less than 1 hour. Fixty will assign dedicated resources to resolve P1 incidents as the highest priority.
P2 — Major
The platform is significantly degraded. Core functions are operational but with substantial performance issues, errors affecting a large subset of users, or a critical feature is unavailable for some users. Target initial response time: less than 4 hours.
P3 — Minor
A non-critical feature is impacted or a minor bug is affecting a limited number of users. Core platform functions remain operational. Target initial response time: less than 24 hours.
P4 — Low
A cosmetic issue, minor UI inconsistency, or non-blocking defect that does not impact platform functionality or user workflows. Target initial response time: less than 72 hours.
Service Credits
If Fixty fails to meet the 99.9% monthly uptime commitment, eligible subscribers may request service credits. Credits are calculated as follows: for each 0.1% of uptime below the 99.9% target, a credit equal to 10% of that month's subscription fee is issued.
The maximum service credit for any single calendar month is capped at 30% of that month's subscription fee. Service credits are applied to the next billing cycle and cannot be redeemed for cash, transferred to another account, or carried forward beyond one billing cycle.
For example, if the monthly uptime is 99.6% (0.3% below the target), the service credit would be 30% of the monthly fee, which is also the maximum credit allowed.
Credit Request Process
To request a service credit, send an email to support@fixty.com within 30 days of the incident that caused the downtime. Your request should include the dates and approximate times of the downtime you experienced.
Fixty will verify the reported downtime against our external monitoring data and internal incident records. If the claim is confirmed and the uptime fell below 99.9% for the relevant month, the appropriate credit will be calculated and applied to your account within one billing cycle.
Fixty will notify you by email when a service credit has been applied to your account, including the amount of the credit and the billing cycle to which it has been applied.
Exclusions
The following situations are excluded from the uptime calculation and do not qualify for service credits.
Force majeure events, including natural disasters, acts of war or terrorism, government actions, pandemics, or other events beyond Fixty's reasonable control.
Outages or degraded performance caused by third-party service providers, including Supabase (database and authentication), Stripe (payment processing), and Twilio (SMS delivery). While Fixty selects and monitors its infrastructure partners carefully, we cannot guarantee their availability.
Downtime during scheduled maintenance windows that were announced in accordance with the notice requirements described in this SLA.
Issues caused by the customer's own actions, including misconfiguration, unauthorized modifications, or use of the platform in a manner inconsistent with the documentation or Terms of Service.
Features designated as beta, preview, or experimental, which are provided without uptime guarantees.
Remedies
Service credits described in this SLA are the sole and exclusive remedy for any failure by Fixty to meet the uptime commitment. The issuance of service credits does not constitute an admission of fault or liability by Fixty.
Nothing in this SLA limits or excludes any rights you may have under the Terms of Service, including any applicable termination rights. This SLA supplements, but does not replace, the general terms and conditions of the Terms of Service.
Changes to This SLA
Fixty reserves the right to modify this Service Level Agreement at any time. We will provide at least 30 days' advance notice of any material changes by sending a notification to the email address associated with your account and by posting the updated SLA on our website.
Your continued use of the Platform after the effective date of any changes constitutes your acceptance of the revised SLA. If you do not agree with the updated terms, you may cancel your subscription before the changes take effect.
Contact
If you have any questions about this Service Level Agreement or need to report a service issue, please contact us at support@fixty.com.