Service Level Agreement

1. Availability commitment

We target monthly availability of [TARGET, commonly 99.5% or 99.9%] for the core application, measured across each calendar month.

[SET THIS DELIBERATELY. 99.9% permits roughly 43 minutes of downtime a month; 99.5% permits about 3.6 hours. Do not publish a figure until monitoring has run long enough to show which you actually meet.]

2. How availability is measured

Availability is the percentage of five-minute intervals in the month during which the application responded successfully to an automated check.

• Excluded: scheduled maintenance notified in advance under clause 3
• Excluded: failures caused by the customer's own configuration, network or equipment
• Excluded: failures in third-party services outside our control, including the customer's accounting system or their own email domain
• Excluded: suspension for non-payment or breach of the Acceptable Use Policy
• Excluded: events beyond reasonable control, including infrastructure provider outages

3. Scheduled maintenance

Planned maintenance is carried out where possible outside GST business hours, and we give at least [NOTICE PERIOD, commonly 48 hours] notice to workspace administrators.

Emergency maintenance to address a security issue may be performed without notice, and we will inform customers as soon as practicable afterwards.

4. Support hours

Support is available [HOURS, e.g. Sunday to Thursday, 09:00 to 18:00 GST], excluding UAE public holidays.

Requests received outside these hours are treated as received at the start of the next working day, except for Severity 1 issues where a different arrangement has been agreed in writing.

5. Severity levels and response targets

Response time means our first substantive reply, not resolution. Resolution times are not committed to, because they depend on the nature of the fault.

• Severity 1, service unavailable for all users of a workspace: response within [4 working hours]
• Severity 2, a core function unavailable or materially impaired, no workaround: response within [1 working day]
• Severity 3, a function impaired with a workaround available: response within [2 working days]
• Severity 4, question, cosmetic issue or feature request: response within [5 working days]

6. Service credits

If monthly availability falls below the target, the customer may claim a credit against the following month's fees:

• Below target but at or above 99.0%: [10%] of that month's fee
• Below 99.0% but at or above 95.0%: [25%] of that month's fee
• Below 95.0%: [50%] of that month's fee

7. Claiming a credit

Credits are not applied automatically. The customer must claim in writing within [30 days] of the end of the affected month, identifying the dates and times concerned.

Service credits are the sole and exclusive remedy for failure to meet the availability target.

8. What is not yet in place

Stated plainly, because publishing a commitment we cannot evidence would be worse than publishing none. Before this Agreement is offered contractually we need: continuous uptime monitoring with enough history to defend the target, a public status page customers can check independently, and a documented escalation path for Severity 1 outside working hours.