Service Level Agreement

Applies to: Customers with an active paid Order Form referencing this SLA.

This Service Level Agreement is incorporated by reference into the Master Service Agreement between Foxy Audit and Customer. It does not apply to free-tier, trial, or evaluation use of the Service.

Document details

• Document title — Foxy Audit Service Level Agreement (SLA)
• Version — 1.4
• Last reviewed — 8 August 2026
• Applies to — Customers with an active paid Order Form referencing this SLA

Contents

1. Availability commitment
2. Service credits
3. Scheduled maintenance
4. Excluded events
5. Support
6. Severity definitions
7. Monitoring and reporting
8. Changes to this SLA

1. Availability commitment

Foxy Audit targets 99.5% monthly uptime for the customer dashboard and API, measured as the percentage of total minutes in a calendar month during which the Service is "Available," excluding Scheduled Maintenance and Excluded Events (Section 4). "Available" means the dashboard and API respond to requests without a server error and within normal latency; it does not require every feature to be fully functional if the core Service is reachable and usable.

2. Service credits

To claim a credit, Customer must submit a request to support@foxyaudit.tech or call +92 3398123944 within 30 days of the end of the affected month, including the dates and times of unavailability. Credits are applied to a future invoice and are Customer's sole and exclusive remedy for failure to meet the availability commitment. Total credits in any month will not exceed 25% of that month's fees.

3. Scheduled maintenance

Foxy Audit may perform scheduled maintenance that temporarily affects availability, with at least 48 hours' advance notice by email or in-app notice to workspace administrators wherever reasonably possible. Scheduled maintenance does not count against the availability commitment in Section 1.

4. Excluded events

The availability commitment does not apply to unavailability caused by: (a) factors outside Foxy Audit's reasonable control, including a force majeure event or a failure of Customer's or a third party's infrastructure not controlled by Foxy Audit; (b) Customer's misuse of the Service in violation of the Acceptable Use Policy; (c) Customer's own equipment, software, or network connectivity; or (d) a suspension permitted under the Master Service Agreement.

5. Support

Support hours are Monday–Friday, 9am–6pm PKT, excluding public holidays. Response target refers to initial acknowledgment, not resolution; resolution time depends on issue severity (Section 6) and complexity.

Initial response targets by severity

These response targets apply to customers under an Order Form. Self-serve plans receive the support channels and response times published on the pricing page and contact page.

6. Severity definitions

• Critical (Sev 1): Service is unavailable or a core function (audit logging, authentication) is completely unusable for all users of a workspace.
• High (Sev 2): A major feature is degraded or unavailable for a subset of users, with no reasonable workaround.
• Normal (Sev 3): A minor feature issue exists with a reasonable workaround, or a general question.

7. Monitoring and reporting

Foxy Audit tracks Service availability and will provide Customer, on written request, with the data relevant to a specific credit claim under Section 2, drawn from server logs and any monitoring tooling in place at the time of the claim.

8. Changes to this SLA

Foxy Audit may update this SLA for future contract terms; changes will not reduce the availability commitment or support targets for the remainder of Customer's then-current Order Form term without Customer's written consent.