Service level agreement.

01Scope

This agreement covers paid plans on products we operate. Free tiers, trials and beta features are provided without service levels. Commissioned builds are covered only where the proposal includes a support plan, in which case this document applies as modified by that plan.

02Availability

We aim for monthly availability of [99.5%] for each product, measured at the application’s public endpoint and excluding planned maintenance.

Planned maintenance is scheduled outside [09:00 to 18:00 UK time, Monday to Friday], notified at least [48] hours in advance by email and status page, and limited to [4] hours a month.

03Support hours

Support is available by email at [support address] from [09:00 to 18:00 UK time, Monday to Friday], excluding English bank holidays. A status page at [status URL] reports incidents.

04Severity and response

Severity 1, service unavailable or data at risk: response within [1 hour] in support hours, work continues until resolved, updates every [2 hours].

Severity 2, major function failing with no workaround: response within [4 hours], target fix within [2 business days].

Severity 3, minor function failing or workaround exists: response within [1 business day], fix scheduled in a normal release.

Severity 4, questions and requests: response within [2 business days].

Response means a person has acknowledged the issue and begun work, not that it is fixed.

05Data and backups

Production data is backed up at least daily and retained for [30] days. Backups are encrypted and stored in a separate location from production. You can export your data from the product at any time in a standard format.

06Security

Data is encrypted in transit and at rest. Access to production is limited to the studio and logged. We notify you of a personal data breach affecting your account without undue delay and within 72 hours of becoming aware of it.

07Service credits

If monthly availability falls below the target, you may claim a credit against the next invoice: [10%] of the monthly fee below [99.5%], [25%] below [99.0%], [50%] below [95.0%]. Claims are made within [30] days of the month in question. Credits are the sole remedy for missed availability.

08Exclusions

Service levels do not apply to outages caused by your systems, your network, third-party services outside our control, denial-of-service attacks, force majeure, or your breach of the terms. Planned maintenance notified as above is excluded from availability.

09Commissioned software

After delivery, commissioned software is covered by the warranty period in the terms. Ongoing support, hosting and monitoring are provided only under a support plan, which sets its own hours, response times and fee, with this document as the default where it is silent.

10Changes

We may improve these levels at any time and will not reduce them for an existing plan without [60] days’ notice.