FIFO Law
Service Level Agreement
Effective: 17 February 2026
1. Purpose
This Service Level Agreement ("SLA") defines the service commitments FIFO Solutions (Pty) Ltd makes to subscribers of the FIFO Law service. This SLA forms part of the Terms of Service.
2. Service Availability
2.1 Uptime Target
FIFO targets 99% monthly uptime for the FIFO Law web portal, measured at the hosting infrastructure level.
| Metric | Target |
|---|---|
| Monthly uptime | 99% |
| Maximum allowed downtime per month | ~7 hours 18 minutes |
2.2 Exclusions
The following are excluded from uptime calculations:
- Scheduled maintenance — at least 24 hours' advance notice via email, scheduled outside business hours where possible;
- Third-party outages — Google Firebase, Google Cloud, Apple App Store, Google Play Store, internet backbone, or DNS providers;
- Force majeure — natural disasters, power outages, government actions, cyberattacks;
- Subscriber-caused issues — downtime from the Subscriber's actions, network, or equipment.
2.3 Mobile Applications
Uptime commitments apply to the web portal. Mobile app availability depends on the respective app store platforms.
3. Support
3.1 Channels
| Channel | Details |
|---|---|
| riaan@fifo.systems | |
| 082 525 4011 |
3.2 Hours
Monday to Friday, 08:00–17:00 SAST, excluding South African public holidays.
3.3 Response Times
| Severity | Description | Target Response |
|---|---|---|
| Critical | Service completely unavailable | 4 business hours |
| High | Major feature broken (calculator errors, PDF failure) | 1 business day |
| Medium | Minor issue or cosmetic defect | 2 business days |
| Low | General enquiry or feature request | 3 business days |
Response time = time from receipt (during business hours) to acknowledgement and investigation start. Resolution time depends on issue complexity; we provide regular updates on critical and high issues.
3.4 Support Scope
Covered: Portal availability, calculator errors, branding updates, PDF generation, WhatsApp integration, app store listings.
Not covered: Client/staff training, custom development, integration with internal systems, end-user device or connectivity issues, third-party outages (e.g., WhatsApp down).
4. Rate Table Updates
FIFO will update all rate tables within 5 business days of official gazette publication.
| Rate Table | Source |
|---|---|
| Transfer duty rates | SARS (Income Tax Act) |
| Deeds office tariffs | Dept. of Agriculture, Land Reform & Rural Development |
| Conveyancing fee guidelines | Law Society of South Africa |
| Postage and sundries | SA Post Office / current practice |
Subscribers are notified by email when updates are applied. Between announcement and update, previous rates remain in effect. FIFO is not liable for quotes generated during this interim period.
5. Data and Backups
Subscriber config: Backed up through Firebase's built-in data redundancy.
End-user data: Not stored. Nothing to back up.
Disaster recovery: Target 24 hours for critical infrastructure, 48 hours for full restoration.
6. Service Credits
If FIFO fails to meet the 99% monthly uptime target for 2 or more consecutive months, the Subscriber may request a service credit equal to 1/12th of the annual fee (one month's equivalent), applied to the next renewal.
Credit requests must be submitted within 30 days of the month in which the failure occurred. Total credits in any 12-month period shall not exceed 25% of the annual fee. Service credits are the sole remedy for uptime failures.
7. Changes
FIFO may update this SLA with 30 days' email notice. Continued use after the effective date constitutes acceptance.
8. Contact
FIFO Solutions (Pty) Ltd
Email: riaan@fifo.systems
WhatsApp: 082 525 4011