Legal
Service Level Agreement
Version v1.0 · Last updated January 2026
We target 99.9% monthly uptime for the Foxel application, excluding scheduled maintenance (announced at least 48 hours in advance) and events outside our reasonable control.
Service credits
If monthly uptime falls below 99.9% through our fault, you may request a service credit:
- 99.0% – 99.9% uptime: 10% credit on the following month's fees.
- 95.0% – 98.9% uptime: 25% credit.
- Below 95.0%: 50% credit.
Credits are capped at 50% of a month's fees and are the sole remedy for availability failures.
Support response times
- Starter — email support, 48h response SLA.
- Growth — priority support, 24h.
- Scale — priority support, 4h during business hours (CT).
Urgent incidents (service down, data access blocked) receive 24/7 response regardless of tier.
Requesting a credit
Email sla@foxelfin.com within 30 days of the end of the affected month with a description of impact. We'll verify against our monitoring and credit your next invoice.
Questions? Email legal@foxelfin.com or write to
Simple Financial Solutions Limited · 10101 S. Roberts Rd. STE 202, Palos Hills, IL 60465.
Simple Financial Solutions Limited · 10101 S. Roberts Rd. STE 202, Palos Hills, IL 60465.