Service Level Agreement

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1. Overview

This Service Level Agreement (“SLA”) defines the software support and update commitments for PropOps products. It forms part of, and is subject to, the Terms of Service. This SLA covers:

• PropOps Web — a self-hosted property-operations platform for SMBs.
• PropOps iOS — a native iOS application for solo contractors.

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2. Software Updates

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2.1 PropOps Web — Update Commitment

PropOps Technologies Ltd commits to:

• Releasing security patches promptly upon discovery of vulnerabilities.
• Providing regular feature and maintenance updates.
• Maintaining backward compatibility where practical.
• Documenting breaking changes in release notes.

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2.2 PropOps Web — Your Responsibilities

• Applying updates to your self-hosted instance in a timely manner.
• Maintaining backups before applying updates.
• Running PropOps Web on a supported Docker environment.

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2.3 PropOps iOS — Update Commitment

PropOps Technologies Ltd commits to:

• Releasing bug fixes and security patches via the App Store.
• Maintaining compatibility with currently supported iOS versions.
• Providing regular feature updates.

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2.4 PropOps iOS — Your Responsibilities

• Keeping your iOS device updated to a supported iOS version.
• Installing app updates when they become available via the App Store.

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3. Licence Validation

• PropOps Web includes a built-in licence check that periodically validates your licence key.
• No personal data is transmitted during the licence check.
• If your licence expires or is revoked, certain features may be restricted until the licence is renewed.

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4. Support Response Times

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5. Incident Management

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5.1 Reporting

Incidents may be reported via:

• Email to support@propops.app.
• Designated support contact (if applicable under your plan).

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5.2 Communication

During active incidents, PropOps will provide:

• An initial acknowledgement within the response time above.
• Regular status updates (at least every 2 hours for Critical severity).
• A post-incident report for Critical and High severity incidents within 5 business days.

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6. Built-in Monitoring Features

PropOps Web includes the following monitoring tools within your instance:

• Heartbeat checks — availability monitoring within the application.
• API health monitoring — endpoint response time and error rate tracking.
• Cron job monitoring — background task execution verification.
• File integrity checks — continuous detection of unauthorised file modifications.

These tools run on your server and are not monitored by PropOps Technologies Ltd.

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7. Data Responsibility

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7.1 PropOps Web

PropOps Technologies Ltd does not manage, store, or have access to your data. As a self-hosted product, all data resides on your infrastructure and is entirely your responsibility. Licence holders are expected to follow standard industry practices for keeping data safe, including but not limited to:

• Maintaining regular database and file backups.
• Storing backups securely and separately from the production server.
• Testing backup restoration procedures periodically.
• Applying appropriate access controls and encryption to stored data.
• Retaining backups in accordance with applicable data protection regulations.

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7.2 PropOps iOS

All PropOps iOS data is stored in your personal Apple CloudKit / iCloud account. PropOps Technologies Ltd does not manage, store, or have access to your data.

• Data backups are handled automatically by Apple as part of iCloud.
• Data availability depends on your iCloud storage and Apple’s service availability.
• PropOps Technologies Ltd accepts no responsibility for data loss arising from Apple service outages, iCloud storage limits, or your Apple account settings.

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8. Customer Responsibilities

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8.1 PropOps Web

To benefit from this SLA, the Customer should:

• Run PropOps Web on a supported Docker environment.
• Keep the software updated to the latest stable release.
• Maintain adequate server resources (CPU, memory, storage).
• Keep account credentials secure.
• Report issues promptly through the designated channels.
• Cooperate with PropOps support during incident investigation.

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8.2 PropOps iOS

To benefit from this SLA, the user should:

• Keep their iOS device updated to a supported iOS version.
• Install PropOps iOS updates when available.
• Maintain adequate iCloud storage.
• Report issues promptly via email.

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9. SLA Review

This SLA is reviewed annually. PropOps reserves the right to update the SLA with at least 30 days’ prior notice. Material changes will be communicated via email.

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10. Contact