Mast Finance Sàrl — Effective date: 13 July 2026 — Version 1.0
This Service Level Agreement ("SLA") describes the availability commitment and support response targets that Mast Finance Sàrl ("Mast Finance", "we", "us") offers for the Mast accounting and treasury platform (the "Service"). It supplements the Terms of Service and forms part of the agreement between Mast Finance and the customer identified in the applicable Order Form. Capitalised terms not defined here have the meaning given in the Terms of Service.
1. Scope
1.1 This SLA applies only to paid subscription plans that expressly reference it in their Order Form. It applies to the production Service accessed at the customer's tenant URL.
1.2 This SLA does not apply to free trials, beta features, free-tier plans, sandbox or evaluation environments, or any feature explicitly labelled "beta", "preview", or "experimental". Those are covered by Section 9 (No SLA on Free and Trial Tiers).
1.3 This SLA is the customer's sole and exclusive remedy for any failure by Mast Finance to meet the availability commitment. Service credits under Section 6 are the only compensation payable for missed targets.
2. Service Commitment (Target Availability)
2.1 Mast Finance targets a monthly availability of [TBD: target uptime, e.g. 99.5% — set conservatively; the production Service currently runs as a single-region application and higher targets should not be promised until the infrastructure supports them] for the Service, measured as described in Section 3 and net of the exclusions in Section 4.
2.2 "Available" means the Service responds to authenticated requests to core application endpoints without systemic error. Isolated errors affecting a single request, feature, or tenant that do not reflect a Service-wide outage are not counted as unavailability.
2.3 The availability target is a good-faith operational objective. Mast Finance is a pre-beta company operating a single-region deployment, and the target reflects that reality. Mast Finance will raise the committed target only when it can be supported by the underlying infrastructure and stated in a future version of this SLA.
3. Measurement Window
3.1 Availability is measured per calendar month (UTC), calculated as:
Availability % = ((Total minutes in month − Excluded minutes − Unavailable minutes) ÷ (Total minutes in month − Excluded minutes)) × 100
3.2 "Unavailable minutes" are the minutes during which the Service was not Available as defined in Section 2.2, as measured by Mast Finance's own monitoring. Mast Finance's monitoring records are the reference source for availability calculations. A customer may submit its own supporting evidence with a claim under Section 7.
3.3 Downtime shorter than [TBD: minimum measurable increment, e.g. 5 consecutive minutes] is not counted toward Unavailable minutes.
4. Exclusions
The following are excluded from the availability calculation and do not count as Unavailable minutes:
4.1 Scheduled maintenance. Planned maintenance windows for which Mast Finance gives at least [TBD: advance notice, e.g. 48 hours] notice by email or in-app notice. Mast Finance will endeavour to schedule maintenance outside Swiss business hours where practicable.
4.2 Emergency maintenance. Urgent maintenance required to address a security vulnerability, data-integrity risk, or imminent outage, for which advance notice may be shorter or not possible.
4.3 Force majeure. Any event beyond Mast Finance's reasonable control, including the events described in the Force Majeure section of the Terms of Service (acts of God, war, pandemics, and failures of third-party infrastructure).
4.4 Customer-caused issues. Unavailability arising from the customer's acts or omissions, including misconfiguration, use outside the documented scope, breach of the Terms of Service or Acceptable Use Policy, suspension under those terms, the customer's own network or equipment, or unavailability caused by the customer's own integrations or credentials.
4.5 Third-party providers outside Mast Finance's control. Unavailability or degradation caused by third-party bank feeds, payment providers, open-banking connections, email providers, or other external services the customer or Mast Finance relies on but does not operate. This includes the customer-authorised merchant and banking integrations described in the Subprocessors list.
4.6 Suspension. Any period during which access is suspended in accordance with the Terms of Service or Acceptable Use Policy.
4.7 Beta and free features. Any feature or environment excluded under Section 1.2.
5. Support Response Targets
5.1 Mast Finance provides support by email at contact@mastfinance.io. Support is offered during [TBD: support hours, e.g. Monday to Friday, 09:00 to 18:00 Europe/Zurich, excluding Swiss public holidays].
5.2 Mast Finance aims to acknowledge and begin working on issues within the following target response times, measured during support hours. These are response targets, not resolution guarantees.
| Severity | Description | Target initial response |
|---|---|---|
| S1 — Critical | Service-wide outage or a defect making the Service substantially unusable, with no reasonable workaround. | [TBD: e.g. 1 business day] |
| S2 — High | Major feature unavailable or significantly impaired for the customer, with no reasonable workaround. | [TBD: e.g. 2 business days] |
| S3 — Normal | A defect or question affecting non-critical functionality, or where a reasonable workaround exists. | [TBD: e.g. 3 business days] |
| S4 — Low | Cosmetic issues, documentation questions, and feature requests. | [TBD: e.g. 5 business days] |
5.3 Mast Finance assigns the initial severity in good faith and may re-classify an issue based on its actual impact, in consultation with the customer.
6. Service Credits
6.1 If the measured availability in a calendar month falls below the target in Section 2.1, and the customer submits a valid claim under Section 7, the customer is eligible for a service credit calculated as a percentage of the monthly subscription fee for the affected Service:
| Monthly availability | Service credit |
|---|---|
| Below target but at or above [TBD: lower band, e.g. 99.0%] | [TBD: e.g. 5%] of monthly fee |
| Below [TBD: e.g. 99.0%] but at or above [TBD: e.g. 95.0%] | [TBD: e.g. 10%] of monthly fee |
| Below [TBD: e.g. 95.0%] | [TBD: e.g. 20%] of monthly fee |
6.2 Service credits are calculated on the fee for the affected month. For annual subscriptions, the monthly fee is the annual fee divided by twelve. The total credits for any single month will not exceed [TBD: cap, e.g. 20%] of that month's fee.
6.3 Service credits are applied against future invoices. They are not redeemable for cash and are not payable on cancellation or after termination. Service credits are the customer's sole and exclusive remedy for missed availability targets, consistent with the Limitation of Liability section of the Terms of Service.
7. How to Claim a Service Credit
7.1 To claim a service credit, the customer must email contact@mastfinance.io with the subject line "SLA Credit Request" within [TBD: claim window, e.g. 30 days] of the end of the month in which the alleged unavailability occurred.
7.2 The claim must include: the affected tenant or company name, the dates and times of the claimed unavailability, and any supporting evidence available to the customer.
7.3 Mast Finance will review the claim against its monitoring records and respond within [TBD: e.g. 30 days]. If the claim is validated, the applicable credit is applied to a future invoice.
7.4 A customer that is in arrears on any undisputed invoice, or in material breach of the Terms of Service, is not eligible to claim a credit until the arrears or breach is cured.
8. Exclusions from Liability
Service credits under this SLA are the customer's sole and exclusive financial remedy for failure to meet the availability target. Nothing in this SLA increases Mast Finance's aggregate liability beyond the cap stated in the Limitation of Liability section of the Terms of Service.
9. No SLA on Free and Trial Tiers
9.1 Free trials, beta access, and free-tier plans carry no availability commitment and no support response target. Consistent with the Free Trials and Free Tiers section of the Terms of Service, during any free or trial period the Service is provided "as is" without warranties or service level commitments, and Mast Finance may limit features, usage, storage, or support, or terminate or modify free access at any time.
9.2 No service credits accrue for any period during which the customer is on a free trial or free-tier plan.
Revision history
- v1.0 (2026-07-13): Initial draft. Availability target, measurement window, exclusions, severity-based support response targets, service-credit bands, and claim process, all with bracketed commercial placeholders pending founder decision and counsel review.