Effective Date: August 21, 2025

This Service Level Agreement (“SLA”) applies to Teams and Educational plans only.

Service Availability

Uptime Target: 99.5% monthly availability

We strive for high availability but do not provide service credits. If you experience significant service disruptions, contact support for assistance.

Support Response Times

Business Hours: Monday-Friday, 9 AM - 6 PM ET

Priority	Response Target
Critical (Service Down)	4 hours
High (Major Issues)	1 business day
Medium (General Issues)	2 business days
Low (Questions)	3 business days

Response times are targets, not guarantees.

Exclusions

This SLA does not apply to:

Scheduled maintenance (notified 48 hours in advance)
Force majeure events
Issues with your internet connection
Third-party service outages
Customer-caused issues
Beta or trial features

Service Issues

For service disruptions:

Contact support@tallyflex.com
Include dates and times of issues
We’ll work with you to resolve problems promptly

Maintenance

Scheduled Maintenance: Announced in advance when possible
Emergency Maintenance: As needed for security or critical fixes