Service Level Agreement

This Online Service Level Agreement ("SLA") forms part of the Terms of Use and applies to all employer accounts using HomeTrust Check, HomeTrust Protect and the HomeTrust API. It describes our availability commitment, turnaround targets, support and the service credits you receive if we fall short.

Enterprise customers with a signed agreement may have different service levels, which take precedence over this SLA.

• Platform — the HomeTrust web dashboard, verification journeys and the HomeTrust API.
• Downtime — a period of more than five consecutive minutes in which the Platform returns server errors for more than 5% of valid requests, as measured by our monitoring.
• Monthly Uptime — (total minutes in the month − Downtime minutes) ÷ total minutes in the month × 100.
• Turnaround — the time from when an applicant submits the information needed for a check to when the result is available on the report.
• Business hours — Monday to Saturday, 08:00–20:00 Central Africa Time (CAT), excluding Rwandan public holidays.

We commit to a Monthly Uptime of 99.9% for the Platform. This allows roughly 43 minutes of Downtime per month.

Planned maintenance is carried out on Sundays between 01:00 and 05:00 CAT, notified at least 48 hours in advance by email and on our status page, and does not count as Downtime. Emergency security maintenance may happen at other times and is kept as short as possible.

Turnaround for guarantor and previous employer checks depends on when the guarantor or referee responds. We send automatic reminders after 24 and 72 hours, and requests expire after 7 days. Address visit targets apply from the time the applicant submits a complete address.

Support is available by in-app chat, email at support@hometrust.rw and phone on +250 788 000 000 during business hours. Outside business hours, Priority 1 incidents are handled by our on-call engineer via email.

If we miss the availability commitment in a calendar month, you are entitled to a credit to your HomeTrust wallet calculated on the amount you spent in that month:

For turnaround:

• If an instant check (identity, face match, liveness) result is not available within 24 hours because of a HomeTrust fault, we credit the price of that check.
• If an address visit is not completed within 7 days of a complete address being submitted, we credit the price of the address check (or, at your choice, cancel it with a full credit).
• If a criminal record check is not completed within 72 hours of certificate upload, we credit 50% of its price.

Total credits in any month are capped at 50% of that month's spend. Credits are your sole remedy for a failure to meet this SLA and have no cash value.

1. Email support@hometrust.rw with the subject "SLA credit" within 30 days of the end of the affected month.
2. Include your account email, the dates and times affected and any applicant or request IDs.
3. We will confirm the claim against our monitoring data within 10 business days and apply approved credits to your wallet.

This SLA does not apply to failures caused by:

• outages or delays of third parties outside our control, including national identity registries, mobile network operators (SMS delivery), payment providers and partner clinics;
• delays by applicants, guarantors or referees, or incomplete or incorrect information;
• unsafe conditions, inaccessible addresses or security restrictions that prevent a field agent visit;
• your own systems, internet connection or misuse of the API (including exceeding rate limits);
• suspension of your account under the Terms of Use; or
• force majeure events such as natural disasters, national power or internet outages, or government action.

We monitor the Platform continuously from multiple locations. Incidents and maintenance are published on our status page and by email to account owners. Business customers can request a monthly service report showing uptime and turnaround performance.

We may update this SLA with at least 30 days' notice. Changes will not reduce service levels during a period you have already paid for.