1. Purpose
This Service Level Agreement (“SLA”) defines NuMetric Accounting Technology’s service standards and user-support commitments for its cloud-based accounting platform.
It applies to all active subscriptions and forms an appendix to the NuMetric Terms and Conditions.
This SLA describes service expectations only and does not constitute a financial warranty or create liability beyond the subscription agreement.
2. Support Coverage
Support Hours: Sunday – Thursday, 9:30 AM – 5:30 PM (local support time zone)
Support Channels:
Chat & Email: available during support hours through the in-app messenger board.
Knowledge Base: available 24 / 7 at https://help.numetric.work.
After-Hours Requests: messages received outside support hours are logged and handled at the start of the next business day.
Emergency Incidents: critical service issues may be reviewed outside working hours under NuMetric’s internal escalation procedures.
3. Service Availability
Target Uptime: NuMetric endeavours to maintain at least 99.5 % monthly uptime.
Exclusions (downtime not counted against uptime):
Scheduled maintenance (announced ≥ 24 hours in advance).
Force majeure events (power, telecom, cloud-hosting, third-party, or internet disruptions beyond NuMetric’s control).
Regulatory or cybersecurity interventions by authorities.
Measurement Basis: Uptime is measured by system monitoring of core application endpoints; user-side network or browser issues are excluded.
NuMetric uses reasonable efforts to achieve the target uptime.
4. Incident Priority and Response
Priority Level | Description | Target Initial Response Time | Target Resolution Goal* |
P1 – Critical | Platform unavailable or major functionality halted for all users. | ≤ 1 hour | 6 hours after issue identified |
P2 – High | Function severely limited; workaround available. | ≤ 2 hours | 1 business day |
P3 – Medium | Partial feature impact; business operations continue. | ≤ 4 hours | 2–3 business days |
P4 – Low | Minor issue, cosmetic defect, or general inquiry. | ≤ 1 business day | In next scheduled update |
* Resolution times are targets under normal conditions and do not constitute guarantees.
5. Maintenance and Updates
Planned Maintenance: performed outside peak hours (typically weekends). Users are notified ≥ 24 hours in advance via system banner and/or email.
Emergency Maintenance: may occur without notice when essential for stability or security; NuMetric will communicate details promptly after completion.
Version Updates: functional or security updates are deployed periodically at no additional cost to users.
6. Data Security and Backup
All customer data is hosted on secure, ISO 27001-certified cloud infrastructure.
Data is encrypted in transit (TLS 1.2 +) and at rest (AES-256).
Automated daily backups are performed.
In the event of data loss caused by system failure, data restoration is targeted within six (6) hours after incident resolution.
Users retain full ownership of their data; NuMetric acts solely as data processor.
NuMetric complies with applicable data-protection and privacy laws, as set out in its Privacy Policy.
7. Incident Reporting and Escalation
Support Agent: initial response and troubleshooting.
Technical Supervisor: review and escalation for unresolved issues.
Product / Management Team: final escalation for persistent or high-impact matters.
Users may request direct escalation by referencing the ticket ID and urgency level.
8. Limitation of Liability
NuMetric’s total liability under this SLA or related to service interruptions shall not exceed the subscription fees paid for the affected period.
NuMetric is not liable for any indirect, incidental, consequential, financial, or reputational losses resulting from use or inability to use the Services.
9. Force Majeure and External Factors
NuMetric shall not be responsible for failure or delay in performance due to causes beyond its reasonable control, including but not limited to natural disasters, acts of government, war, cyber-attacks, third-party service outages, or regulatory restrictions.
10. User Responsibilities
Users agree to:
Provide accurate account and contact details.
Use the platform in accordance with applicable laws and the Terms and Conditions.
Report incidents with sufficient detail (time, module, error message, screenshots).
Maintain confidentiality of login credentials.
Ensure reliable internet access and up-to-date browsers for optimal performance.
Manage user access and permissions appropriately and revoke access when personnel leave or change roles.
11. Review and Amendment
NuMetric may review and update this SLA periodically to reflect service improvements or regulatory changes.
Users will be notified of material changes at least 30 days in advance through official communication channels.
Continued use of the platform constitutes acceptance of the revised SLA.
12. General Disclaimer
This SLA sets out NuMetric’s service standards and operational procedures.
It does not create any warranty, guarantee, or financial obligation beyond the subscription agreement.
All commitments herein are best-effort targets reflecting NuMetric’s commitment to service quality and customer satisfaction.