Service Level Agreement

1. Availability

We target 99.9% monthly uptime for the Trimsy platform — the admin app, the customer portal, public booking pages and the API. That allows for roughly 43 minutes of unplanned downtime in a month.

Uptime is measured per calendar month across the platform as a whole. The following do not count as downtime: scheduled maintenance announced in advance (section 2), faults in your own internet connection, hardware or network, disruption at a third party we depend on and cannot control — your payment terminal provider, your SMS carrier, or a nationwide outage at a major cloud or DNS provider — and time lost to misuse or to settings changed inside your own workspace.

If we miss this target in a given month, contact us and we will credit that month's subscription fee on a pro-rata basis against your next invoice. Credits are the remedy for missed availability.

2. Planned Maintenance

Routine maintenance runs Sunday evenings, Australian Eastern Time, chosen because it is the quietest trading window for the businesses we serve. Most updates ship without any interruption at all. Where a release genuinely requires downtime we will tell you beforehand, and we avoid public holidays and obvious peak periods. Urgent security patches may be applied at any time — leaving a known vulnerability in place until Sunday would be the worse choice.

3. Data Residency

Trimsy is an Australian service. Production data — your bookings, customers, staff records, invoices and uploaded files — is stored in the Sydney region (ap-southeast-2). Off-site backups are held in the same region, so a copy of your data does not leave Australia either.

Some third parties we depend on process limited data outside Australia in the course of delivering their service — a card payment travelling to Stripe, or an SMS handed to Twilio for delivery. These are named in our Privacy Policy.

4. You Own Your Data

Your business's data is yours. We hold it to run the service for you and for no other purpose. We do not sell it, we do not rent it, and we do not mine it to build products for anyone else.

You can export your data at any time, and you can ask us to delete it in full. Email [email protected] from the account owner's address and we will confirm what will be removed before we act. Deletion is described in section 11 of the Privacy Policy, including the small set of anonymised financial records Australian law requires any business to retain.

5. Sharing Your Data

We do not share your business's data with anyone, other than the service providers named in our Privacy Policy who process it on our behalf in order to run the platform.

If we receive a lawful request from a court, regulator or law enforcement agency, we will tell the business owner before we disclose anything, so you have the opportunity to respond — unless we are legally prohibited from notifying you, which some warrants and orders require. We will not volunteer your data, and we will not treat an informal request as a lawful one.

6. Security and Transmission

All traffic to and from Trimsy is encrypted in transit with TLS. Stored files and database backups are encrypted at rest. Passwords are hashed, never stored in a recoverable form, and staff access within a workspace is governed by the role and permissions its owner sets.

Card numbers never pass through Trimsy. Payments are captured by our payment providers' own components or by a card terminal and sent directly to them, so we neither see nor store a full card number.

7. Backups and Disaster Recovery

Backups run daily, are encrypted, and are stored off-site in the Sydney region — the same region as the live data. They are retained on a rolling schedule:

• Daily backups kept for 7 days
• Weekly backups kept for 4 weeks
• Monthly backups kept for 6 months
• Yearly backups kept for 5 years

In a disaster — hardware failure, data corruption, or a failed upgrade — our recovery objective is to restore service from the most recent healthy backup, meaning at most 24 hours of data loss in the worst case. In practice a restore is usually much more recent than that. If we ever have to invoke this, we will tell you what was restored and what window was affected rather than quietly bringing the system back.

8. Security Incidents and Breaches

If we become aware of a security incident affecting your data, we will investigate immediately, contain it, and tell you what happened, what data was involved, and what we are doing about it.

Where an incident is an eligible data breach, we comply with the Notifiable Data Breaches scheme under the Privacy Act 1988 (Cth), including notifying affected individuals and the Office of the Australian Information Commissioner as that scheme requires.

We will not delay telling you while we decide whether disclosure is legally mandatory. If your customers' data was involved, you need to know early enough to act.

9. Fair Use

Paid plans include unlimited bookings and unlimited customer records, and we mean it — we do not meter your trading. Staff accounts are the one thing that is counted, because each one is a person using the system: your plan includes a set number, and you can add more at any time. The number included in each plan is shown on the pricing page.

Fair use below covers volume, not headcount. It exists to catch the rare case where one workspace's throughput degrades the service for everyone else — not to meter ordinary trading.

As a guide, sustained use beyond roughly 300 bookings or queue check-ins per day, or 10,000 per month, is well above what a small or medium business generates. A busy salon, clinic or workshop will not come close. A venue processing thousands of walk-ins a day is running at a different scale and needs infrastructure priced for it.

If your usage reaches that level we will contact you to discuss a plan that fits. We will not throttle you without warning, we will not bill you a surprise overage, and we will not cut off a business mid-trade. A conversation comes first.

10. Pricing

You pay the subscription for your plan, and nothing else. We take no commission on your bookings, sales or takings, and we add no percentage to what you charge your customers. Optional extras that cost us money to provide — SMS beyond a plan's included quota, for example — are shown before you use them. Card processing fees are set by your payment provider and paid to them, not to us. There are no setup fees and no exit fees.

11. Support

Support is available by email at [email protected]. We aim to acknowledge every request within one business day, and to respond to anything that stops you trading — you cannot take a booking, a payment or serve your queue — as a priority, ahead of everything else in the queue.

12. Changes to This Agreement

If we change these commitments in a way that materially reduces them, we will give you at least 30 days' notice by email before the change takes effect. Improvements apply immediately. Questions about anything on this page can go to [email protected].