1. Availability target

We target 99% monthly availability of the core platform, measured as the percentage of minutes in a calendar month during which the platform is materially available, excluding Scheduled Maintenance and Exclusions (below).

2. Processing service levels

• Bill collection, parsing and issue resolution are targeted within 24–48 hours of a bill becoming available, subject to supplier portal availability and data quality.
• These are targets rather than guarantees; timelines can be affected by third-party systems outside our control.

3. Scheduled maintenance

We may perform scheduled maintenance, which we aim to conduct during off-peak windows with advance notice where practicable. Scheduled Maintenance is excluded from availability calculations.

4. Exclusions

• Factors outside our reasonable control, including internet or third-party provider outages, supplier portal downtime, and force majeure events.
• Issues caused by Customer configuration, equipment, or use in breach of the Terms.
• Beta or preview features.

5. Remedies

If we materially fail to meet the availability target in a given calendar month, your sole and exclusive remedy is to request a service credit as described in your order form. Service credits do not apply to the free tier and must be requested within thirty (30) days of the affected month.

6. Contact

To report an availability issue or request a service credit, contact info@billportal.io.