Service level commitment
What we commit to on availability and response, how credits work, and what counts as an exclusion.
Last updated 1 September 2026 · Softieons, operator of Accountieons1. Availability target
We target 99.9% monthly availability of the core application, measured as successful responses to authenticated requests, excluding the exclusions in section 5. Historic availability is available on request and, for group plans, in your quarterly review.
2. Severity and response
| Severity | Definition | First response | Target workaround |
|---|---|---|---|
| S1 — Blocking | Cannot invoice, post or file; workspace unavailable | 1 hour, any day | 4 hours |
| S2 — Major | A module or report is unusable; no workaround | 4 business hours | 2 business days |
| S3 — Minor | Defect with a workaround; cosmetic issues | 1 business day | Next release |
| S4 — Request | Question, configuration help, enhancement | 1 business day | Scheduled |
3. Service credits
| Monthly availability | Credit |
|---|---|
| 99.0% – 99.9% | 5% of monthly fee |
| 95.0% – 98.9% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Request a credit within 30 days of the affected month by writing to billing@accountieons.com. Credits are applied to your next invoice.
4. Maintenance
Planned maintenance is scheduled outside business hours in your region and announced at least 72 hours in advance, with a target of under 30 minutes. Emergency security patching may be applied immediately, with notice as soon as practical.
5. Exclusions
- Your own network, device or browser problems.
- Outages at a statutory network — a tax authority portal or service being down.
- Force majeure, or suspension for non-payment or acceptable-use breach under the terms.
- Beta features clearly marked as such.
6. Escalation
S1 incidents: message your support group or write to support@accountieons.com with “S1” in the subject. If you have not heard back within the target, escalate to +91 95106 80663. Group plans have a named implementation lead as second escalation.