Service Agreement

1. Service Overview

This Service Agreement ("Agreement") governs the provision of PropertyFlow services ("Services") by PropertyFlow ("Provider") to the customer ("Customer"). The Services include access to our property management platform, technical support, and related services as detailed in the selected subscription plan.

2. Service Description

PropertyFlow provides a comprehensive property management solution including:

• Property portfolio management and tracking
• Work request and maintenance management
• Financial record keeping and reporting
• Tenant communication tools
• Document management and storage
• Mobile applications for field operations
• API access for integrations

3. Service Levels and Availability

We commit to maintaining 99.5% uptime for our core services during business hours (Monday to Friday, 8:00 AM to 6:00 PM SAST). Scheduled maintenance will be communicated at least 24 hours in advance. Emergency maintenance may be performed without prior notice to ensure service stability.

4. Customer Responsibilities

The Customer agrees to:

• Provide accurate and complete information during account setup
• Maintain the security of account credentials
• Use the Services in compliance with applicable laws
• Notify Provider immediately of any security concerns
• Maintain appropriate data backup procedures
• Ensure compliance with data protection regulations

5. Data Management and Security

We implement industry-standard security measures to protect customer data. This includes encryption at rest and in transit, regular security audits, and access controls. Customer data is stored in secure, geographically distributed data centers with redundant systems.

6. Support and Maintenance

Technical support is available through multiple channels:

• Email Support: support@propertyflow.com (24/7)
• Phone Support: Available during business hours
• Live Chat: Available during business hours
• Knowledge Base: Self-service documentation

Response times vary by subscription tier and issue severity.

7. Subscription Plans and Billing

Services are provided on a subscription basis with the following options:

• Starter: Basic features for small portfolios
• Professional: Advanced features for growing businesses
• Enterprise: Full-featured solution with custom integrations

Billing occurs monthly or annually based on the selected plan. Prices are subject to change with 30 days' notice.

8. Payment Terms

Payment is due upon receipt of invoice. Late payments may result in service suspension. All fees are non-refundable except as required by law. Customer is responsible for all applicable taxes.

9. Service Modifications

We reserve the right to modify, enhance, or discontinue any aspect of the Services. Material changes will be communicated at least 30 days in advance. We will work with customers to minimize disruption during transitions.

10. Data Backup and Recovery

We perform automated daily backups of all customer data. Data is retained for 90 days. In the event of data loss, we will restore from the most recent backup. Customers are responsible for maintaining their own local backups of critical data.

11. Intellectual Property

The Services and all associated software, documentation, and materials remain the property of PropertyFlow. Customers retain ownership of their data and content. This Agreement does not transfer any intellectual property rights.

12. Confidentiality

Both parties agree to maintain the confidentiality of proprietary information shared during the course of this Agreement. This obligation survives termination of the Agreement for a period of three years.

13. Limitation of Liability

Our total liability under this Agreement is limited to the amount paid by Customer in the 12 months preceding the claim. We are not liable for indirect, incidental, or consequential damages.

14. Termination

Either party may terminate this Agreement with 30 days' written notice. Upon termination, Customer will lose access to the Services. We will provide data export assistance for 30 days following termination.

15. Force Majeure

Neither party is liable for delays or failures due to circumstances beyond their reasonable control, including natural disasters, government actions, or infrastructure failures.

16. Governing Law and Disputes

This Agreement is governed by South African law. Disputes will be resolved through good faith negotiation. If resolution cannot be reached, disputes will be submitted to binding arbitration in Johannesburg, South Africa.

17. Contact Information

For questions about this Service Agreement, please contact us: