Find It, Rent It OR Buy It — Service Level Agreement

Last Updated: 15 July 2026

1. Purpose

This Service Level Agreement ("SLA") defines the service standards applicable to the Find It, Rent It OR Buy It property marketplace ("Platform"). It forms part of the Terms of Service.

2. Service Availability

Monthly Uptime Target — 99.5% availability per calendar month, measured across the public Platform.

Availability excludes:

Scheduled maintenance
Emergency maintenance
Third-party service failures (payment gateways, SMS, hosting, mapping, identity providers)
Force majeure events
Internet connectivity failures outside our control

3. Maintenance Windows

Outside normal business hours where reasonably possible
During weekends
During emergency situations

Advance notice will normally be provided for planned maintenance.

4. Support Channels

Email: support@finditandrentit.co.zw
WhatsApp (where published)
In-platform support chatbot
Report-a-listing and inquiry forms

5. Response Times

Critical Issues

Examples: entire Platform unavailable, payment processing down, data corruption, security breach.

Target Response: Within 4 business hours.

High Priority Issues

Examples: Listings cannot be published, escrow flow failing, admin moderation blocked.

Target Response: Within 8 business hours.

Medium Priority Issues

Examples: reporting or analytics issues, non-critical functionality problems, individual account issues.

Target Response: Within 2 business days.

Low Priority Issues

Examples: feature requests, cosmetic issues.

Target Response: Within 5 business days.

6. Data Backups

Daily database backups
Weekly archival backups
Disaster recovery backups

Backups are provided on a best-effort basis. Restoration of specific historical records is not guaranteed. Users should retain independent copies of critical information.

7. Disaster Recovery

We shall use commercially reasonable efforts to restore services following major failures.

Target Recovery Time Objective (RTO): 48 Hours

Target Recovery Point Objective (RPO): 24 Hours

These targets are goals and not guarantees.

8. User Responsibilities

Maintain internet connectivity.
Use supported, up-to-date browsers.
Secure login credentials.
Report incidents promptly with sufficient detail to reproduce.

9. Exclusions

User errors and incorrect data entry
Hardware failures at user premises
Third-party software issues
ISP or mobile network outages
Payment gateway or SMS provider outages
Force majeure events

10. Service Credits

This SLA describes targets and goals. Unless expressly agreed in a separate written contract, we do not provide monetary refunds or service credits for failure to meet these targets. Where a paid promoted placement is materially affected by Platform downtime attributable to us, we may, at our discretion, extend the placement period.

11. SLA Modifications

We may amend this SLA from time to time. Continued use of the Platform constitutes acceptance of amendments.