This policy sets out Tryso's availability target, maintenance, backups and support for paid plans. It forms part of our Terms of Service. The free plan is provided on a best-efforts basis without service credits.
1. Availability target
We aim for 99.5% monthly availability of the web app and hosted storefronts on paid plans.
"Availability" means the Service responds to requests from the public internet. It is measured by our external monitoring over each calendar month, excluding:
- scheduled maintenance announced at least 48 hours in advance;
- emergency maintenance to fix a critical security issue;
- problems caused by your domain, DNS, internet connection, devices or browser;
- failures of Third-Party Services, including payment gateways, couriers, advertising platforms, messaging providers and platform APIs;
- beta features and the offline desktop POS when it is working offline; and
- suspension under the Terms, or events of force majeure.
2. Service credits
If monthly availability falls below the target on a paid plan, you can claim a credit against your next invoice:
| Monthly availability | Credit (% of that month's fee) |
|---|---|
| 99.0% to below 99.5% | 10% |
| 95.0% to below 99.0% | 25% |
| Below 95.0% | 50% |
Claim by emailing [email protected] within 30 days after the end of the month. Credits are your sole remedy for missing the availability target, except where the law provides otherwise or we fall below 95% for three consecutive months, in which case you may cancel and receive a pro-rata refund of prepaid fees.
3. Maintenance
We schedule planned maintenance outside peak Sri Lanka business hours where possible (normally between 00:00 and 05:00 Sri Lanka time, UTC+05:30) and announce it in the app or by email. The desktop POS keeps selling offline during maintenance and syncs afterwards.
4. Backups and recovery
We back up databases regularly and store backups separately from the primary servers. Our targets are a recovery point objective (RPO) of 24 hours and a recovery time objective (RTO) of 24 hours for a full restore. Backups exist for disaster recovery; we can restore an individual organization to an earlier point on request where practical, for a fee if the loss was not our fault.
5. Support
| Free plan | Paid plans | |
|---|---|---|
| Channels | Documentation, email | Email, in-app, phone or WhatsApp where offered |
| Hours | Best effort | Monday–Friday, 09:00–18:00 Sri Lanka time, excluding public holidays |
| First response — service down for all users | Best effort | 4 business hours |
| First response — major feature not working | Best effort | 1 business day |
| First response — questions and minor issues | Best effort | 2 business days |
Support covers use of the Service and fixing defects. It does not include accounting, tax, legal or data entry services, custom development, or problems with Third-Party Services, although we will help you contact the vendor.
6. Status and incidents
We communicate incidents that affect many customers in the app and by email, and publish a summary afterwards for major incidents.