Service Level Agreement
Defining our commitment to service excellence and platform reliability
This Service Level Agreement (SLA) forms part of the commercial relationship between Finda Property Ltd. ("Find a Property," "we," "our," or "us") and its registered clients, advertisers, or partners ("Client," "you," or "your") who use the Finda Property Platform (the "Platform") to advertise, manage, or promote property listings.
Purpose
The purpose of this SLA is to define the service standards, performance targets, availability commitments, and support procedures that Finda Property will provide to its Clients, ensuring a consistent, reliable, and high-quality experience when using the Platform.
Scope
This SLA applies to:
- The Finda Property website (www.findaproperty.io)
- Any Finda Property mobile application
- Associated APIs, dashboards, and listing management systems
- Paid advertising and featured listing services
This SLA does not apply to:
- Guest visitors
- Third-party software, plugins, or integrations
- Services outside Find a Property's control (e.g., client internet issues or third-party hosting outages)
Service Availability
Finda Property shall use commercially reasonable efforts to ensure the following uptime targets:
| Service Component | Uptime Target | Measurement Period |
|---|---|---|
| Core Platform (website, listings, search, contact forms) | 99.9% uptime | Monthly |
| Listing Management Dashboard | 99.5% uptime | Monthly |
| APIs & Integrations | 99.0% uptime | Monthly |
| Image & Media Hosting | 99.0% uptime | Monthly |
Exclusions: Scheduled maintenance (with advance notice) and force majeure events are excluded from uptime calculations.
Scheduled Maintenance Windows:
- Conducted during off-peak hours
- Announced at least 48 hours in advance via email or dashboard
- Typically limited to 4 hours per month
Performance Standards
Finda Property strives to deliver optimal platform performance. The following performance targets are measured from the primary data center:
| Metric | Target | Description |
|---|---|---|
| Page Load Time | ≤ 3 seconds (95% of requests) | Home and search pages |
| API Response Time | ≤ 500 ms average | For standard API requests |
| Listing Upload Success Rate | ≥ 99% | Successful creation/edit of listings |
| Image Upload Success Rate | ≥ 98% | Successful image/media uploads |
Support & Response Times
Support Hours
- Standard Support: Monday–Friday, 8:00 AM – 8:00 PM (local time)
- Emergency Support: 24/7 for critical (P1) incidents
Support Channels
- Email: support@findaproperty.io
- Live Chat: Available in dashboard (business hours)
Severity Levels and Response Targets
| Severity Level | Description | Initial Response Time | Target Resolution Time |
|---|---|---|---|
| P1 – Critical | Platform unavailable or major outage impacting all users | 1 hour | 4 hours |
| P2 – High | Major function degraded (e.g., listing uploads failing) | 2 hours | 8 hours |
| P3 – Medium | Limited impact (e.g., specific feature not working) | 4 hours | 24 hours |
| P4 – Low | Minor issue or cosmetic bug | 1 business day | 3 business days |
| P5 – General Inquiry | Questions or non-urgent requests | 1 business day | As agreed |
Data Protection, Backup & Recovery
- Data Backups: Performed daily, with incremental backups hourly
- Backup Retention: 30 days minimum
- Recovery Point Objective (RPO): 1 hour
- Recovery Time Objective (RTO): 4 hours
All user and listing data is stored securely and encrypted at rest (AES-256) and in transit (TLS 1.2+).
Security Commitments
Finda Property implements industry-standard safeguards to protect user data and service availability:
Client Responsibilities
To maintain SLA eligibility, Clients must:
- Use the Platform in compliance with FindA Property's Terms of Use
- Provide accurate and lawful property listings
- Maintain up-to-date account information and contact details
- Report issues promptly with sufficient detail for diagnosis
- Avoid misuse, automation abuse, or third-party interference with the Platform
Exclusions
This SLA does not apply to:
- Issues caused by Client systems, network, or software
- Third-party integrations or external APIs
- Force majeure events (natural disasters, government restrictions, cyberattacks, etc.)
- Scheduled maintenance with prior notice
- Beta features or experimental services
Force Majeure
Finda Property shall not be liable for delays or failures resulting from causes beyond its reasonable control, including but not limited to natural disasters, power failures, civil disturbances, or major network outages.
Term and Review
This SLA remains in effect for the duration of the Client's active subscription or service contract with FindA Property. It will be reviewed annually or upon major platform changes, and may be updated with 30 days' written notice.
Governing Law and Dispute Resolution
This SLA shall be governed by and construed in accordance with the laws of United Kingdom.
Contact
For all SLA-related inquiries or incident reporting, please contact:
support@findaproperty.ioAcknowledgement
By using the Finda Property Platform you acknowledge that you have read, understood, and agree to this Service Level Agreement.
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