Service Level Agreement (SLA)

We target 99.9% monthly uptime for the tribe.one application on paid plans, measured excluding scheduled maintenance and factors outside our reasonable control (e.g. your network, force majeure, third-party provider outages). 99.9% allows roughly 43 minutes of unplanned downtime per month.

Target first-response times during business hours (Mon–Fri, 08:00–17:00 SAST):

• Starter: email, within 2 business days
• Growth: priority email + chat, within 1 business day
• Professional: phone + email, within 8 business hours
• Enterprise: dedicated contact, within 2 business hours; 24/7 for emergencies (panic/safety outages)

Planned maintenance is performed in low-traffic windows (typically 22:00–04:00 SAST) and announced at least 48 hours in advance through the in-app notification stream, except for urgent security patches which may be applied immediately.

Panic alerts and emergency broadcasts are treated as safety-critical. We prioritise their availability above all other features and monitor them continuously. However, tribe.one is not a replacement for emergency services — always contact SAPS, your armed-response provider, or emergency medical services directly in a real emergency.

If monthly uptime on a paid plan falls below 99.9% due to our fault, you may request a service credit: 5% of that month's fee for each full 1% below target, up to 50% of the monthly fee. Credits are your sole remedy for downtime, must be requested within 30 days, and are applied to a future invoice.