Annex D: Service levels and support statement
DRAFT 0.4 for attorney review, 22 October 2026. Not published. Not in force.
Annex to the Ledgeforge Terms of Service. Written to be modest and true: Ledgeforge is a small company running every product on one server in AWS Cape Town. These are targets, not guarantees, and there are no service credits at launch.
1. Availability
1.1 We aim to keep each product available [99]% of each calendar month, not counting planned maintenance. That allows about 7 hours of unplanned downtime a month. We will publish what we actually achieve on [STATUS PAGE / on request].
1.2 All products run on one server. If that server fails, every product may be unavailable at the same time until it is restored or replaced.
1.3 If availability falls below the target in a month, we will tell affected owners what happened and what we are changing. [JEFFREY and ATTORNEY: no service credits at launch. Consider a credit only when a fault on our side makes a product unusable for more than [24] hours in a month.]
[JEFFREY: 99% is chosen because it is honest for one server with nightly backups. Do not raise it without a second server.]
2. Planned maintenance
We give at least [48] hours' notice in the Services or by email for planned maintenance, and do it outside South African business hours where possible (usually weekday evenings after 20:00 or weekends). Urgent security fixes may be applied with less notice.
3. Backups and recovery
3.1 Every product's data is backed up every night to encrypted storage in Cape Town. Each backup is kept for 35 days; there are no monthly or longer backups. This means we cannot recover the Services to a point more than 35 days back.
3.2 This means that in the worst case (the server and its disk are both lost) up to 24 hours of recent changes could be lost. We aim to restore service within [1 business day] of such an event.
3.3 We test restoring a backup before launch and then [every quarter].
3.4 Backups are for recovering the Services, not for recovering one Customer's deleted item. Please use the products' own export to keep your own copies.
4. Support
| Item | What we offer |
|---|---|
| How to reach us | email to support@ledgeforge.co.za; [WhatsApp or telephone during office hours: JEFFREY to decide] |
| Hours | Monday to Friday, 08:00 to 17:00 South African time, except public holidays |
| Language | English |
| First reply (target) | within 1 business day |
| Product down for everyone (target) | we start work as soon as we know, including outside hours where we reasonably can; updates at least every [4] business hours |
| Cost | included in every paid plan; Free plan Customers by email only, best effort |
4.1 Support covers how to use the products and faults in them. It does not include accounting, tax or legal advice, data capture, or fixing data entered incorrectly, although we will point you in the right direction.
4.2 To help you, we may need to look at your organisation's data. We do this only when you ask for help with a specific problem, only to the extent needed, and every such access is logged.
5. Your part
Keep your own exports of records you are legally required to keep; keep logins and two-factor devices safe; tell us promptly about problems; keep browsers up to date.
6. Changes
We may improve these targets at any time. We will give [30] days' notice before making them less favourable.