Service Level Agreement

Liqod targets 99.5% monthly uptime for the core application, measured per calendar month as: (total minutes in the month − Excluded Minutes − Unavailable Minutes) ÷ (total minutes in the month − Excluded Minutes).

• “Unavailable” means the application cannot be reached, or authenticated users cannot load or save their data, for reasons within Liqod’s control.
• “Excluded Minutes” are minutes falling within scheduled maintenance or within any Exclusion in Section 5.
• Liqod is delivered on third-party hosting infrastructure. The availability target reflects what that infrastructure realistically supports, and Liqod does not commit to availability exceeding that of its hosting and integration providers.

Support is provided by email at support@liqod.com and through the in-app Support area, during business hours (09:00–17:00 US Eastern, Monday to Friday, excluding public holidays). Targets are for a first substantive human response, not for resolution.

• Critical — the Service is unavailable, or data cannot be saved, for all of the Customer’s users, with no workaround: 1 business day.
• High — a core workflow (statement upload, extraction, categorisation, posting, reporting) fails and no reasonable workaround exists: 2 business days.
• Normal — a feature behaves incorrectly but a workaround exists, or output requires correction: 3 business days.
• Low — questions, guidance, cosmetic issues and feature requests: 5 business days.

Liqod triages severity in good faith. Reports that include the affected company, statement, and the steps taken are resolved materially faster.

• Routine updates are released continuously and are designed not to interrupt service.
• Where maintenance is expected to make the Service unavailable, Liqod will give at least 48 hours’ notice by email or in-app notice and will schedule it outside 09:00–17:00 US Eastern where practicable.
• Emergency maintenance to address a security vulnerability, data-integrity risk or provider incident may be performed without prior notice; Liqod will notify affected customers as soon as practicable.
• Scheduled and emergency maintenance minutes are Excluded Minutes and do not count against the availability target.

During an incident that materially affects availability, Liqod will acknowledge the incident to affected customers, provide updates at reasonable intervals until service is restored, and, on request, provide a written summary of cause and corrective action within ten (10) business days of resolution. Security incidents affecting personal data are additionally notified as described in our Data Processing Agreement.

The availability target and service credits do not apply to unavailability caused by:

• Scheduled or emergency maintenance performed in accordance with Section 3;
• Failure, degradation or suspension of a third-party provider outside Liqod’s reasonable control, including hosting, authentication, document-extraction, payment and email providers;
• The Customer’s own network, devices, browsers, extensions, firewalls or internet connectivity;
• The Customer’s or an Authorised User’s acts or omissions, including misconfiguration, credential loss, exceeding plan allowances, or use contrary to the Terms of Service;
• Suspension or termination for non-payment or breach of the Terms of Service;
• Free trials, beta or preview features, and accounts on no-cost plans;
• Force majeure events, denial-of-service attacks, and government or legal orders.

Inaccurate or incomplete extraction or categorisation output is a product-quality matter handled through support under Section 2, not an availability failure, and does not give rise to service credits. The same applies to tax-line mappings and tax-preparation worksheets: an incorrect, incomplete or out-of-date mapping to an IRS form line — including where a tax form has changed for a later tax year — is handled through support and does not give rise to service credits. Responsibility for reviewing output remains with the Customer as set out in the Terms of Service.

If monthly uptime for a paid company subscription falls below the target, the Customer may claim a credit against that company’s next invoice:

• Below 99.5% and at or above 99.0% — 10% of that month’s subscription fee for the affected company;
• Below 99.0% and at or above 95.0% — 25% of that month’s subscription fee for the affected company;
• Below 95.0% — 50% of that month’s subscription fee for the affected company.

• Claims must be submitted to support@liqod.com within thirty (30) days of the end of the affected month and include the dates, times and impact observed.
• Credits are calculated on fees actually paid for the affected company, are applied to future invoices, are not cash-refundable, and will not exceed 50% of one month’s fee for that company in any single month.
• Service credits are the Customer’s sole and exclusive remedy for any failure to meet this SLA. All limitations of liability in the Terms of Service continue to apply.

Customer Data is stored on managed, redundant infrastructure operated by Liqod’s hosting provider, and data retention is described in the Data Processing Agreement. This SLA does not state a recovery-point or recovery-time objective, and Liqod does not guarantee point-in-time restoration of individual records. Customers who require an independent copy of their records should use the data export available in the Settings area of their account.

Liqod may update this SLA; material reductions in the availability target or credit schedule take effect at the start of the Customer’s next billing period after notice. Questions about this SLA: support@liqod.com.