Availability

Our Service Levels

1. Definitions

• “Downtime” is defined as any period when end users are unable to read or write any service data for which they have appropriate permission.
• “Scheduled Downtime” refers to planned maintenance windows during which services may be temporarily unavailable.
• “Incident” is defined as either a any single event, or a set of events, that result in Downtime. 
• “User Minutes” represents the total number of minutes in a month, excluding all Scheduled Downtime, multiplied by the total number of users.

2. Availability

• Our aim is to ensure that all user services provided are available with a target uptime of 99.9% excluding scheduled downtime.
• Monthly uptime is calculated using the formula: 
  (Downtime user minutes ÷ User minutes) * 100. 
  Downtime is measured in user minutes, which is the sum of the length (in minutes) of each Incident that occurs during that month multiplied by the number of users impacted by that Incident. 

3. Scheduled Downtime

• We will publish notice or notify you at least ten (10) days prior to the commencement of any scheduled downtime.

4. Service Level Reporting

• We provide transparent service level information directly on this page, including the current service level aims and any updates or changes made to them.
• By referring to this page, users can access up-to-date information regarding the service availability targets and scheduled downtime.
• We believe in open communication and aim to keep our users informed about any significant incidents or outages that may affect service performance.
• Please contact our support team if you have any questions or require further clarification regarding our service levels.

5. Service Monitoring and Improvement

• We continuously monitor the performance of services provided to identify and address any performance issues promptly.
• Regular evaluation and improvement practices are implemented to ensure that services meet the evolving needs of our users.
• Open communication channels between our team and yours allow us to address service-related issues promptly and effectively.

6. Limitations of Liability

• If the monthly uptime falls below 99.9%, we are committed to providing time credits on the product as compensation, proportional to the duration of the unplanned downtime experienced by each user. Previews and services provided free of charge are not included or eligible for SLA claims or time credits.
• This SLA and any applicable Service Levels do not apply to any performance or availability issues that fall within the following limitations:
  • Due to factors outside our reasonable control (e.g., natural disaster, war, acts of terrorism, riots, government action, or a network or device failure external to our data centres, including at your site or between your site and our data centre).
  • Resulting from the use of services, hardware, or software not provided by us, including issues related to third-party software or services or inadequate bandwidth.
  • Caused by your use of the service after we advised you to modify your use and you did not comply with the advice.
  • During or with respect to preview, pre-release, beta, or trial versions of a service, feature, or software.
  • Resulting from unauthorised actions or lack of action on your part or actions by your employees, agents, contractors, vendors, or unauthorised access to our network.
  • Resulting from failure to adhere to required configurations, use supported platforms, follow policies for acceptable use, or use the service in a manner inconsistent with its features and functionality.
  • Resulting from faulty input, instructions, or arguments.
  • Resulting from attempts to perform operations that exceed prescribed quotas or abusive behaviour.
  • For licenses reserved but not paid for at the time of the incident.
  • Resulting from your failure to update the app to the latest version made available by us.

7. Dispute Resolution

• We are committed to resolving any disputes regarding service performance in a timely and fair manner.
• If an issue cannot be resolved through normal support channels, it can be escalated to senior management for further review and resolution.

8. Governing Law and Jurisdiction

• The SLA is governed by the laws of England and Wales.
• Any disputes arising from the SLA fall under the exclusive jurisdiction of the courts of England and Wales.