Service Level Agreement (SLA)

This SLA defines TaxWallet’s commitments regarding service availability, performance, support response times, scheduled maintenance, and notification procedures.

This SLA applies to: www.taxwallet.ai, app.taxwallet.ai, TaxWallet mobile applications (iOS & Android), TaxWallet API, AI modules, banking integrations, and all operational workflows.

This SLA is incorporated into the Terms of Service and does not provide independent remedies beyond those explicitly stated.

Service Availability — Percentage of time the Platform is operational and accessible.

Scheduled Maintenance — Planned downtime for upgrades, patches, or infrastructure improvements.

Emergency Maintenance — Unplanned but required actions necessary to preserve integrity or security.

Excluded Downtime — Any downtime not counted against SLA availability (defined in Section 6).

Customer — Any tax professional, office, firm, staff member, or taxpayer using the Platform.

TaxWallet targets a 99.8% uptime for core dashboard and API systems measured monthly.

This target includes:

• Dashboard access and authentication,

• Mobile app connectivity,

• Document upload systems,

• AI modules operating under normal load,

• E-signature workflows,

• Return management workflows.

Because TaxWallet relies on third-party systems (IRS, state agencies, banking partners, hosting providers, telecom carriers, etc.), availability of these third parties is explicitly excluded from the SLA.

TaxWallet provides tiered support response targets:

1. Critical Severity Issues (system unavailable, security event)

• Response target: within 2 hours.

2. High Severity Issues (significant feature degradation, document failures)

• Response target: within 4 hours.

3. General Support Requests

• Response target: within 24 hours.

4. Non-urgent inquiries

• Response target: within 48 hours.

These are response targets, not guaranteed resolution times.

TaxWallet may perform scheduled maintenance with advance notice provided via email, dashboard alert, or status page.

Standard maintenance windows include:

• Sundays between 12:00 AM – 6:00 AM EST,

• IRS e-file opening and closing season transitions,

• Platform-wide updates affecting mobile or dashboard.

Scheduled maintenance Windows do not count as downtime for uptime calculations.

The following events are excluded from SLA calculations:

• IRS and state agency outages or slowdowns,

• Banking/refund transfer partner outages,

• Internet carrier failures or regional internet issues,

• Mobile OS updates affecting push notifications or background services,

• Customer-side device failures, browser issues, or misconfiguration,

• Force majeure events (natural disasters, power grid failures, war, cyberattacks),

• Emergency maintenance required to protect system security or integrity,

• Customer violations of Terms of Service or improper system use.

TaxWallet is not responsible for delays, financial impact, or operational disruptions caused by excluded downtime.

TaxWallet provides API and system integrations on a best-effort basis.

TaxWallet does not guarantee:

• Response times under high load,

• Compatibility with unsupported third-party software,

• Uptime of partner services (e.g., identity verification, e-signature gateways, banking networks).

Rate limiting may apply to ensure platform stability.

Customers are responsible for:

• Maintaining their own internet connectivity, hardware, and device security.

• Using supported operating systems, browsers, and mobile versions.

• Keeping account credentials secure.

• Ensuring staff follow security best practices.

• Configuring office settings, permissions, and access control correctly.

Failure to meet these responsibilities voids SLA claims.

If TaxWallet fails to meet availability targets (excluding Section 6 events), the sole and exclusive remedy is a service credit applied to future billing.

Service credits:

• May not exceed 5% of the customer’s monthly subscription fee,

• Do not apply to usage fees, add-ons, banking modules, or per-return charges.

Service credits require written request within 10 days of the incident.

Customers not in good financial standing (late payments, disputes, chargebacks) are not eligible for service credits.

Under no circumstances does the SLA entitle customers to refunds, damages, lost revenue compensation, or legal claims.

TaxWallet provides the Services on a commercially reasonable basis.

TaxWallet is not liable for:

• Missed tax deadlines,

• Filing delays,

• IRS rejections,

• Banking disbursement delays,

• Lost revenue or profit,

• Errors caused by customer-uploaded data,

• Incorrect tax calculations performed by tax professionals.

Customer agrees that all financial and tax decisions remain the responsibility of the preparer or taxpayer.

TaxWallet may modify, update, suspend, or deprecate any Service component at any time for reasons including security, compliance, performance, or third-party changes.

Deprecated features may be removed without replacement.

TaxWallet is not obligated to maintain backward compatibility unless expressly stated in a written contract.

SLA commitments do not apply to:

• Free plans,

• Promotional accounts,

• Trial or beta features,

• Early-access modules or unreleased technologies.

SLA coverage applies only to paid, active subscriptions in good standing.

TaxWallet may update or modify this SLA at any time to reflect legal, operational, or technological changes.

Material SLA changes may be communicated via dashboard, email, or announcement.

Continued use of the Services constitutes acceptance of any revised SLA.

TaxWallet Compliance & Operations

Email: support@taxwallet.ai

For SLA inquiries, operational escalations, or security concerns, contact our compliance team.