Service Level Agreement

Last updated 13 Sep 2026

This Service Level Agreement ("SLA") sets out the availability and support commitments RAIMS Digital Technologies SP LLC makes for the hosted Risper CRM - TAX service. It forms part of our Terms & Conditions and applies to paid subscriptions in good standing.

1. Availability commitment

We target 99.5% monthly availability of the hosted Service, measured per calendar month.

"Available" means the application responds to a valid request. Availability is measured as:

(Total minutes in the month − Unavailable minutes) ÷ Total minutes in the month × 100

2. What does not count as downtime

Planned maintenance announced in advance under section 3.
Emergency maintenance needed to close a security hole.
Suspension of your account for non-payment or for breach of the Acceptable Use Policy.
Failure of your own internet connection, network, device or browser.
Failure of a third-party service you connected — a payment gateway, messaging provider, accounting platform, AI provider or government portal.
Force majeure, including failure of an upstream cloud, network or utility provider.
Beta, preview and free features, and free add-ons.
Deployments on infrastructure you control.

3. Planned maintenance

Routine maintenance is scheduled outside UAE business hours wherever possible, normally between 00:00 and 05:00 Gulf Standard Time.
We give at least 48 hours' notice of maintenance expected to interrupt service, by email or inside the Service.
Most updates are deployed without interruption and without notice.

4. Support

Support is provided in English and Arabic by email to privacy@rispercrm.tax and through the help channels inside the Service, Sunday to Thursday, 09:00–18:00 Gulf Standard Time, excluding UAE public holidays. Critical issues are handled outside those hours.

Severity	Meaning	First response	Target
Critical	Service unavailable, or data at risk, for all users of an account	2 business hours	Continuous effort until resolved or worked around
High	A core function is unusable with no workaround	1 business day	Fix or workaround within 5 business days
Normal	A function behaves incorrectly but has a workaround	2 business days	Scheduled into a coming release
Low	Question, cosmetic issue, or feature request	3 business days	Answered; requests considered for the roadmap

Response times are targets for our first substantive reply, not guarantees of a fix. They start when a complete report reaches us — what happened, where, and how to reproduce it.

5. Service credits

If monthly availability falls below the target, you may claim a credit against your next invoice:

Monthly availability	Credit
99.5% or above	None
99.0% – 99.49%	5% of that month's subscription charge
95.0% – 98.99%	10% of that month's subscription charge
Below 95.0%	25% of that month's subscription charge

Claim within 30 days of the end of the affected month by writing to privacy@rispercrm.tax with the dates and times affected.
Credits are applied against future charges. They are not paid out in cash, and the total credit for any month cannot exceed that month's subscription charge.
Service credits are your sole and exclusive remedy for a failure to meet the availability target.
An account not in good standing at the time of the claim is not eligible.

6. Backups and recovery

Customer data is backed up regularly and backups are held encrypted.
Our target for restoring service after a major incident is 24 hours (recovery time objective) with a maximum expected data loss of 24 hours (recovery point objective).
Backups exist for disaster recovery. Restoring a single record you deleted by accident is not a backup request — use the recycle bin, which exists for exactly that.

7. Changes to this SLA

We may update this SLA on 30 days' notice. The current version is always at https://rispercrm.tax/page/service-level-agreement.

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