Legal
Service Level Agreement
Effective November 2, 2026
This Service Level Agreement (the “SLA”) is part of our Terms of Service. It sets out how available we commit to keep ModusBill, how we measure it, and what your firm receives if we fall short. Words defined in the Terms mean the same here.
1. What it covers
The ModusBill application at app.modusbill.com, for firms with a paid subscription. It does not apply during a free trial. It covers the application itself: signing in, and the screens your firm uses to record work, bill, take payments and keep trust records.
2. Our commitment
The application will be available at least 99.5% of the time in each calendar month (the “Monthly Uptime”). In a 30-day month that allows no more than 3 hours and 36 minutes of downtime.
3. How we measure it
An independent monitoring service checks the application every three minutes, from more than one location. Each check asks the application to confirm that it is running and can read its database. The results are published as they happen on our status page at modusbill.betteruptime.com, which is the record this SLA is measured against. You can see the current status and past incidents there at any time.
Downtime is a period in which the monitor confirms the application unavailable, counted from the first failed check to the first successful check after it. Because checks are three minutes apart, downtime is measured in steps of about three minutes.
Monthly Uptime is the minutes in the calendar month, Eastern Time, less the minutes of downtime, as a percentage of the minutes in the month. The periods listed in section 4 are not downtime.
4. What does not count as downtime
- Scheduled maintenance announced on the status page at least 48 hours ahead and carried out outside 7:00 a.m. to 9:00 p.m. Eastern Time, Monday to Friday, up to 4 hours in a calendar month. Maintenance beyond 4 hours, or announced late, counts as downtime.
- Problems on your side: your internet connection, network, firewall, devices or browser.
- Suspension of your account under clause 12 of the Terms, or use that breaches clause 10.
- Services the application connects to but does not need in order to work: payment providers such as Stripe and PlaceToPay, QuickBooks Online, email delivery, and your bank. While one of them is down, the features that rely on it may be too, but the application is not.
- Events beyond reasonable control, such as natural disasters, war, acts of government, or a failure of the internet at large.
An outage at the provider that hosts the application or its database is not excluded. It counts as downtime: choosing and managing those providers is our responsibility, not yours.
5. Service credits
If Monthly Uptime falls below 99.5%, your firm receives a credit:
| Monthly Uptime | Credit |
|---|---|
| Below 99.5% | 10% of that month’s fee |
| Below 99.0% | 25% of that month’s fee |
| Below 95.0% | 50% of that month’s fee |
A month’s fee is what you paid for that month of your subscription, or one twelfth of the annual fee on an annual subscription. Credits are applied to your next invoice; if your subscription ends before a credit can be applied, we refund it. The credit for one month never exceeds 50% of that month’s fee.
To claim, email support@modusbill.com within 30 days after the end of the month, naming the month and, if you can, when you were affected. We check the claim against the status page record and answer within 10 business days. You do not have to prove the outage yourself: the monitor’s record decides.
6. Repeated failure
If Monthly Uptime is below 99.0% in three months within any six consecutive months, you may cancel your subscription by email within 30 days after the third of those months, and we will refund the unused portion of any fees you have paid in advance.
7. Your remedy
Service credits, and the right to cancel in section 6, are your sole and exclusive remedy for the application being unavailable. They do not affect your rights under clause 17 of the Terms when the application is available but does not work as described.
8. During an incident
We are alerted automatically when the monitor finds the application unavailable, and we post updates on the status page while an incident is open. Support is described in clause 11 of the Terms; this SLA covers availability, not support response times.
9. Changes to this SLA
We may change this SLA as clause 15 of the Terms allows. A change that lowers the commitment or the credits takes effect at your next renewal, never during a term you have already paid for.