DualEntry Service Level Agreement

Content

Last Updated on October 2, 2026

Purpose and scope

‍DualEntry commits to a monthly availability of at least 99.9% for the production environment, measured as set out in this SLA.

This Service Level Agreement ("SLA") applies to the services provided by Entry Inc. ("DualEntry") to any customer ("Customer") under an Order Form that incorporates the DualEntry Enterprise Terms of Use (the "Terms"), for the duration of that Order Form, including any renewal. Capitalized terms not defined here have the meaning given in the Order Form or the Terms. To the extent of any conflict, the commitments in this SLA prevail over Sections 4.1 and 5.2 (Disclaimer) of the Terms. DualEntry may update this SLA by publishing a new version and giving Customer at least thirty (30) days’ written notice, provided that no update shall materially reduce the commitments in this SLA during Customer’s then-current Order Form term. Where an Order Form fixes the version of this SLA that applies, the Order Form prevails.

In Scope: The web application, Public API, reporting engine, and MCP/AI agent surface hosted at our production endpoints (e.g., app.dualentry.com).
Out of Scope: Non-production environments, including staging, development, testing, and sandbox instances.

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Definitions

‍Availability is evaluated on a per-request basis rather than aggregate uptime minutes, ensuring partial service disruptions are accurately reflected.

Term	Definition
Valid request	Any production HTTP request that reaches our load balancer, excluding health checks and synthetic probes
Good request	A valid request that returns a non-5xx status within the timeout
Availability	Good requests / valid requests over a calendar month (UTC)
Downtime minute	A minute in which availability falls below 99% (reported for information only; not used to calculate availability or Service Credits)
p99 latency	The response time 99% of valid requests complete within, measured server-side at the load balancer, per surface
Measurement window	Calendar month (UTC)

Request-based measurement ensures that partial service disruptions, where some requests fail while others succeed, are reflected in the availability calculation.

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Service level objectives

DualEntry commits to the availability level set out below. The latency target is a service objective only and is not subject to Service Credits or termination rights.

Objective	Target	Scope	Commitment
Availability	≥ 99.9% good requests / month	All production surfaces	Contractual
p99 latency, overall	< 1,250 ms	All surfaces blended	Objective only

Note: The overall p99 latency target is established at 1,250 milliseconds (1.25 seconds) to account for standard Internet transit network latency between client endpoints and hosting infrastructure.

DualEntry's internal engineering targets may exceed the commitments in this SLA. Only the commitments stated in this SLA are contractual.

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Service Monitoring and SLIs

DualEntry continuously monitors service metrics to ensure compliance with the target SLOs defined in this SLA:

Availability SLI: Measured via load-balancer request tallies categorized by HTTP status code per surface.
Latency SLI: Measured via server-side p99 APM traces per surface (web, reporting, Public API, and MCP). The latency objective is assessed on the blended figure across all surfaces; per-surface figures are maintained for informational purposes.
Synthetic Monitoring: Multi-region synthetic probes detect upstream failures occurring outside the load balancer (such as DNS, TLS, or CDN issues).

In the event of a material service performance degradation, DualEntry's automated monitoring systems alert DualEntry’s on-call engineer, who is reachable 24/7 for SEV-1 incidents, to begin incident response and remediation.

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Exclusions

The following events are excluded from availability and latency calculations. Each occurrence will be documented with logged start and end times:

Scheduled Maintenance: Maintenance windows communicated with at least 72 hours' advance notice, scheduled between 22:00 and 06:00 US Eastern Time or on weekends, and capped at 60 cumulative minutes per calendar month. Zero-downtime deployments are not classified as maintenance and are included in calculations.
Customer-Caused Issues: Requests rejected due to invalid authentication, rate limiting, malformed payload structure (HTTP 4xx status codes), or other requests rejected because of Customer's breach of the Agreement.
Third-Party Integrations: Outages or errors originating within external connector providers (such as ERP systems, financial institutions, or payment gateways) where DualEntry returns a valid upstream error response. DualEntry uses commercially reasonable efforts to maintain system resilience across external dependencies.
Force Majeure: Events beyond reasonable control, excluding primary cloud infrastructure provider failures, which remain included in SLA calculations.
Beta Features: Services or functionalities controlled by feature flags prior to General Availability (GA).

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Support Response Times and Service Credits

DualEntry commits to acknowledging and responding to reported service issues in accordance with the severity definitions outlined below. Support services are accessible via the customer support portal and designated escalation channels. "Business Hours" means 08:00–18:00 in the time zone stated in the Order Form (or, if none is stated, US Eastern Time), Monday to Friday, excluding public holidays in the jurisdiction of that time zone, and "Business Day" means any such day.

Production incidents

Severity	Definition	First response	Status updates	Root cause analysis
SEV-1	Core functionality down, data loss, or security breach	1 hour during Business Hours; 4 hours outside Business Hours (24/7 on-call)	Every 2 hours until resolved or workaround provided	Written RCA within 10 Business Days
SEV-2	Degraded core functionality, no workaround	4 Business Hours	Every Business Day	On request
SEV-3	Minor impact, workaround exists	1 Business Day	As progress is made	Not required
SEV-4	Cosmetic issue, question or feature request	2 Business Days	As appropriate	Not required

Service Credits: If monthly availability falls below 99.9% in any calendar month, Customer shall be eligible to receive a Service Credit of the monthly subscription fee as follows: 5% where availability is below 99.9% but at or above 99.5%; 10% where below 99.5% but at or above 99.0%; and 25% where below 99.0%. Service Credits in any month shall not exceed 25% of the monthly subscription fee.

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Customer Obligations & Responsibilities

To maintain SLA coverage and facilitate timely incident resolution, Customer agrees to fulfill the following obligations:

Account Security: Maintain appropriate security controls over all user account credentials, API keys, and administrative access tokens.
Incident Notification: Promptly notify DualEntry support upon identifying suspected service unavailability or performance degradation, providing necessary technical details (e.g., relevant timestamps, request identifiers, and error logs).
Supported Client Interfaces: Access services using supported client software, compatible web browser versions, and officially documented API versions.
Network Environment: Ensure functional local network connectivity, corporate routing, and client-side hardware infrastructure.

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Service Credit Claim & Request Procedure

To request a Service Credit under this SLA, Customer must submit a formal claim to DualEntry support within thirty (30) calendar days following the conclusion of the billing cycle in which the service availability failure occurred.

Claims must include associated support ticket references and documented incident timestamps. Approved Service Credits will be applied against future invoices and shall be refunded where no further invoice is due. Service Credits represent Customer's sole and exclusive monetary remedy for failure to meet the availability commitment under this SLA, without prejudice to the termination right below.

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Data Protection, Disaster Recovery & SLA Termination Rights

DualEntry maintains robust data protection protocols, including encryption of Customer Data in transit (TLS 1.2 or higher) and at rest (AES-256). Continuous backup routines support a Recovery Point Objective (RPO) of less than 1 hour and a Recovery Time Objective (RTO) of less than 4 hours in disaster recovery scenarios.

In the event of recurring SLA non-compliance—defined as monthly availability falling below 99.9% in any three (3) calendar months within a rolling six (6) month period—Customer retains the right to terminate the governing agreement for cause upon written notice, without incurring penalty or termination fees. Such notice must be given within sixty (60) days after the third such month. On termination, DualEntry shall refund any prepaid fees for the period after termination, and Customer may export Customer Data for thirty (30) days after the effective date of termination.