Service Level Agreement

Support response targets

Response time is the time to a substantive human response after a ticket is correctly raised through the agreed channel. Priority is assessed on impact and urgency.

For an active emergency, use the emergency report, which routes to an on-call mailbox.

Service credits

If we miss the availability target in a given month for a fault within our control, you may claim a service credit against that month's fees for the affected service, up to a cap of 30% of those fees. Credits are the agreed remedy for missed availability, applied to future invoices.

Exclusions

Availability calculations exclude:

• scheduled maintenance announced in advance within the agreed window;
• emergency maintenance required to preserve security or integrity;
• events outside our reasonable control (force majeure), including upstream network or third-party provider failures;
• issues caused by the client's own configuration, code, content or instructions, or by misuse of the service.

Claiming credits

Submit a credit request within 30 days of the affected month to [email protected], identifying the service and the periods affected. We verify against our monitoring records and apply any due credit to a subsequent invoice.