Service Level Agreement

Last Updated: 30th November 2025

This Service Level Agreement (SLA) is a policy governing the use of the Fiscalize services, provided by Freely Formd Company Ltd, under the terms of the Fiscalize pricing plans between Freely Formd Company Ltd ("Service Provider") and users of the Fiscalize services ("Client"). This SLA applies separately to each account registered under the pricing plans.

1. Service Scope

Fiscalize provides integration services between Client's accounting software and their tax authority's efiling systems like EFRIS, including, including the following features:

• Automated Sales Upload

  Instantly upload sales transactions to the tax authority's portal, either automatically or with the click of a button, eliminating manual data entry and saving time.

• Product & Service Synchronization

  Seamlessly synchronize your products and services with Fiscalize, including the uploading of initial stock levels, ensuring accurate inventory management for VAT purposes.

• Stock Management

  Easily upload stock updates from purchases in your ERP for both local and import transactions, enabling precise tracking of inventory levels and simplifying compliance with VAT regulations.

• Streamlined Sales & Purchases Reversals

  Quickly reverse sales and purchases issue credit notes and debit notes to the tax authority, ensuring accurate accounting and compliance with tax regulations.

• eReceipt Generation

  Embed a tax mark into existing receipts and invoices, ensuring compliance with VAT requirements while maintaining your brand identity.

• Browser Extension

  Upload invoices directly from your accounting software using our browser extension, streamlining the VAT filing process and eliminating the need for manual data entry.

2. Performance Metrics

The system is operational and available 24/7, with a monthly uptime of 99.9%. Each Client account will be assigned an account manager who will serve as the primary contact for support issues. Support response times vary by plan as outlined below.

• Basic

  3 days on Email

• Growth

  24 hours on Email

• Professional

  2 hours on Email, WhatsApp or Phone

• Enterprise

  1 hour on Email, WhatsApp or Phone

Immediate resolution attempts for critical issues and a resolution or workaround within 72 hours for non-critical issues.

3. Data Handling and Security

Ensuring the security, confidentiality, and integrity of client data is paramount. We employ encryption for data at rest and TLS 1.3 for data in transit. Our network infrastructure is protected by state-of-the-art firewall solutions and monitored by advanced intrusion detection systems to preemptively identify and mitigate threats.

Access to sensitive data is restricted to authorized personnel only, following the least privilege principle and regular security training. All access is logged and audited regularly to ensure compliance with our stringent security policies.

We adhere to the Data Protection and Privacy Act of Uganda and maintain ISO/IEC 27001 certification, reflecting our commitment to international security standards. Our data governance policies ensure that we handle data responsibly throughout its lifecycle, including secure deletion practices once it is no longer needed.

Our clients are notified of significant updates to our security practices and any legal compliance changes through quarterly security newsletters and immediate alerts for critical issues.

4. Amendments

This SLA may be updated periodically to reflect changes in our service policies, enhancements to our service offerings, or due to modifications required by regulatory demands or legal requirements specific to Uganda or any other jurisdiction that affects our client base. Clients will be notified of these changes through email or a notification on the service platform at least 30 days before any new terms take effect. It is the responsibility of the client to review and understand the implications of any amendments.

5. Termination

This agreement may be terminated by either the Service Provider or the Client. The Client may terminate the agreement at any time with a written notice if the Service Provider fails to comply with any aspect of this SLA and does not remedy the situation within a reasonable timeframe specified in the notice. Conversely, the Service Provider may terminate the agreement with immediate effect if the Client violates any terms of this SLA, including failure to make timely payments or breaches of compliance regulations. Upon termination, the Client must cease all use of licensed services and destroy any stored data derived from the services, unless legally mandated to retain such data.

6. Legal and Regulatory Compliance

The Client agrees to comply with all applicable laws and regulations in Uganda. This includes, but is not limited to, adherence to data protection laws, tax compliance regulations as dictated by the Uganda Revenue Authority (URA), and any other statutory requirements relevant to the Client’s business operations. The Service Provider will also ensure compliance with all relevant Ugandan laws in the delivery of its services. Clients must also ensure that their use of the Fiscalize services does not infringe on the legal rights of any third parties or engage in any unlawful activities.

7. Contact Information

If you have questions or concerns about this SLA, please contact Fiscalize Support.

info@freelyformd.com