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Service levels & support
Last updated 29 September 2026.
What you can expect from SiteCash in availability, support and recovery. This page is part of the Terms of Service.
1. Availability
Our target is that SiteCash (the website and the service behind the phone app) is available 99.5% of each calendar month, which is at most about 3½ hours of unplanned downtime a month. These do not count as downtime:
- planned maintenance announced at least 24 hours ahead, done between 22:00 and 06:00 IST, at most 4 hours a month;
- problems with your internet connection, phones or computers, or with Tally on your computer;
- outages of services we do not run, such as WhatsApp, email, the app stores or payment networks;
- events outside reasonable control (see Terms, section 21), and read-only or paused access under the Terms.
Entries saved in the phone app while SiteCash or the network is unavailable wait on the phone and upload automatically later.
2. Support
Email support@feedautomate.com or call [Support phone number]. Working hours are Monday to Saturday, 10:00 to 18:00 IST, except national holidays. Please include your company name and, where it helps, the voucher or request number and a screenshot.
SiteCash is down, nobody in your company can log in, or records look wrong or missing
Updates every 4 hours until fixed
A main feature (entries, approvals, cash requests, Tally export or the app) fails for several users
Fix or workaround as soon as possible
A question, a problem for one user, or help with setup
Answered in the reply
An idea for a new feature or report
Considered for future updates
| Priority | For example | First response | Then |
|---|---|---|---|
| Critical | SiteCash is down, nobody in your company can log in, or records look wrong or missing | 2 working hours | Updates every 4 hours until fixed |
| High | A main feature (entries, approvals, cash requests, Tally export or the app) fails for several users | 1 working day | Fix or workaround as soon as possible |
| Normal | A question, a problem for one user, or help with setup | 2 working days | Answered in the reply |
| Suggestion | An idea for a new feature or report | 5 working days | Considered for future updates |
Critical problems reported outside working hours are handled as soon as we can.
3. Backups and recovery
- The database is backed up continuously and can be restored to an earlier point in time. Bill photo storage keeps several copies of each file.
- In a major failure we aim to lose at most 1 hour of records and to have SiteCash working again within 8 working hours.
- If one company’s records need to be put back to an earlier state (for example after a mistaken bulk change), ask support; we will help where the backups allow.
4. Updates and incidents
- Updates are usually released without any downtime. We tell owners and admins in advance about changes that affect daily work.
- During a Critical incident we keep owners and admins informed by email or in SiteCash, and send a written summary of the cause and the fix within 5 working days.
5. Service credits
If availability in a month falls below the target, companies on a paid plan can ask for a credit on their next renewal:
- below 99.5%: 5% of that month’s plan fee;
- below 99.0%: 10%;
- below 97.0%: 25%.
For yearly plans, a month’s fee is one twelfth of the yearly price. Ask within 30 days after the end of the month. Credits are not paid in cash and are the only compensation for downtime.