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TradeCheck Availability and Service Level Policy

Provider: TradeCheck (NZ) Limited Contact: feedback@solisai.co Effective date: 20 February 2026 Last updated: 20 February 2026

This policy describes service availability targets, maintenance expectations, and incident communication.

1. Scope

This policy applies to the TradeCheck application and related customer-facing services.

2. Availability objective

TradeCheck targets 99.5% monthly availability for production services.

This is a target, not a guaranteed SLA unless otherwise agreed in a signed enterprise agreement.

3. Exclusions from availability calculation

Availability targets exclude downtime caused by:

  • Planned maintenance windows
  • Emergency maintenance required to protect security or stability
  • Internet/provider outages outside TradeCheck control
  • Customer-side network, device, browser, or configuration issues
  • Misuse, abuse, or breach of terms/policies

4. Planned maintenance

  • We aim to provide advance notice for planned maintenance that may materially affect service availability.
  • Notice may be given in-app, by email, or via support communication channels.

5. Incident response

When service issues occur, we prioritize triage and restoration based on impact and security risk.

High-impact incidents are handled under our Incident and Breach Notification Policy.

6. Support pathway

If you believe there is a service outage or severe degradation:

  • Contact feedback@solisai.co
  • Include tenant name, affected workflow, and time first observed

7. Service credits

TradeCheck does not provide automatic service credits under this policy unless expressly agreed in a signed contract.

8. Changes

We may update this policy to reflect operational and product changes. Updated versions will be published in the TradeCheck legal library.