--- title: "Service levels | Timbro" description: "The availability, maintenance, notice, and support commitments of each Timbro plan, and what is defined by contract in Enterprise." canonical: "https://timbro.do/en/politicas/niveles-de-servicio/" --- [Legal documents](https://timbro.do/en/politicas/) # Service levels Version 2026-10-23 · Effective October 21, 2026 This document is part of the [Business Terms](https://timbro.do/en/politicas/negocios/). It explains the availability, maintenance, notice, and support commitments of each Timbro plan and of the operated All-in-One service. Terms defined in the Business Terms have the same meaning here. ## 1. Summary by plan | | Starter, Essential, and Pro plans | Enterprise plan | | ---------------------------- | -------------------------------------------------------------- | ------------------------------------------------------------------------------------- | | Monthly availability | 99% target, not guaranteed | 99.9%, under the service level agreement in the signed order | | Service credits | No | Yes, as set in the signed order | | Incident notice | Yes | Yes | | Scheduled maintenance notice | Reasonable advance notice | As set in the contract | | Support | Email on business days: first response within 8 business hours | Personalized support, with channels, hours, and response times as set in the contract | Business days are Monday through Friday, except national public holidays of the Dominican Republic. Business hours are the ordinary commercial hours of those days, in Dominican Republic time. ## 2. Starter, Essential, and Pro plans INDEXA operates Timbro with reasonable diligence and with the target of keeping it available 99% of each month. It is a target, not a guarantee: the Starter, Essential, and Pro plans do not give a right to credits for interruptions. For these plans, INDEXA commits to: - Notify affected Businesses by email of each incident that affects invoice issuance, payments, or access to Portal Timbro, without undue delay, and keep them informed until it is resolved. When INDEXA publishes a status page, it also reports incidents there and keeps their history. - Give reasonable advance notice of scheduled maintenance that may affect the service, and try to schedule it outside business hours. - Provide support at on business days during business hours, give a first response within 8 business hours, and prioritize anything that prevents issuing invoices or receiving payments. Support covers Timbro faults. Teaching how to use Timbro or Odoo, or correcting a use other than the intended one, is help from the Timbro team under the [Timbro team services](https://timbro.do/en/politicas/servicios/) annex. ## 3. Enterprise Enterprise includes a service level agreement with 99.9% monthly availability and credits for non-compliance. Its commitments are set in the contract and apply when they appear in the signed order. The contract defines: - the services and environments covered; - the reserved capacity; - the reserved infrastructure, where applicable; - personalized support, with its hours, severity levels, response times, and escalation; - maintenance, with its windows and notice; - recovery objectives, where the contracted service supports them; - the operations the 99.9% availability covers and how it is measured; - any additional exclusions that are agreed. The 99.9% availability, response times, and recovery objectives apply to a Business when they appear in its signed order. If the contract and this document differ, the contract prevails. ## 4. Measurement and credits in Enterprise When the contract includes an availability commitment, it sets out: - the covered operation and what counts as the service being available; - the measurement period and how it is calculated; - the source of the measurement; - how the waiting time of the DGII and other external systems is treated; - how the credit is calculated, its cap, the deadline to request it, and how it is applied; - whether the credit is the sole remedy for failing to meet the commitment. A credit reduces a future Timbro charge and is not paid in cash, unless the contract provides otherwise. ## 5. What does not count as an interruption Unless the contract provides otherwise, the following situations do not count as a service interruption for any commitment or credit in this document: - The DGII, its services, or its maintenance windows. While the DGII does not respond, Timbro keeps the invoices and sends them again when communication is restored. - Acquirers, card networks, issuing banks, and 3-D Secure authentication. - Meta, WhatsApp, and other third-party services outside INDEXA’s control. - The Business’s systems, networks, integrations, or agents, and changes the Business makes without authorization. - Scheduled maintenance announced under this document. - Test mode, previews, and features marked as Beta or “Soon”, including Serve while it is in beta. - Suspension under the Business Terms and technical limits that protect against abuse. - Acts of God or force majeure. ## 6. Incidents On any plan, when an incident occurs INDEXA: 1. reports it to the affected Businesses; 2. works to restore the service and to protect the integrity of invoices and payments; 3. after a serious incident, tells the affected Businesses what happened and what measures it took. If an incident exposes Business data, INDEXA gives notice as provided in the [Security Policy](https://timbro.do/en/politicas/seguridad/). ## 7. All-in-One All-in-One is the service in which INDEXA operates the Business’s Odoo instead of the Business. Its commitments apply when the Business contracts it, and they are set in the signed order that defines its scope and price. That order defines: - backups: which data is backed up, how often, and how long it is kept; - updates: who applies Timbro changes and with what notice to the Business; - support: channels, hours, response times, and what INDEXA handles on behalf of the Business; - data handover when the Business leaves: which data is delivered, in what format, and for how long it remains available; - whether the service includes an availability percentage or credits. At a minimum, what the Business Terms establish on suspension and termination applies: viewing, statuses, and export of the Business’s invoices remain available for at least 30 days after termination. The commitments in sections 2, 5, and 6 of this document also apply to All-in-One, unless the order provides otherwise. ## 8. Changes INDEXA may improve these commitments at any time. If it reduces them, it gives at least 30 days’ notice, and the Business may cancel before the change takes effect. The commitments of an Enterprise contract change only as that contract provides. Responsible party: INDEXA SRL, RNC 1-31-79391-6. Contact:.