Service Level Agreement

Availability commitment

We target 99.9% availability of the platform each calendar month for paid plans. In plain terms, that's roughly no more than about 45 minutes of unplanned downtime in a 30-day month. Enterprise agreements may set a higher, individually negotiated target.

What counts as downtime

Downtime means the core platform is unavailable to you due to a fault on our side. It does not include the exclusions listed below (like scheduled maintenance or problems outside our control). We measure availability across a calendar month.

Scheduled maintenance

Occasionally we need to take the service down to improve it. We aim to do this during low-traffic windows and to give you advance notice for anything significant. Scheduled maintenance doesn't count against the availability target.

Exclusions

The availability target doesn't apply to downtime caused by things reasonably outside our control, including:

• Scheduled or emergency maintenance we've notified you about.
• Factors outside our reasonable control — including failures of your own systems, your network, or third-party services and integrations you connect.
• Force majeure events (natural disasters, major internet outages, and the like).
• Your breach of the Terms or Acceptable Use Policy, or misuse of the service.

Support response times

We aim to respond within these targets during our support hours, by plan and severity:

• Critical (service down for you): fastest response, prioritised until resolved.
• High (major feature impaired): same-business-day response.
• Normal (questions, minor issues): within one to two business days.
• Priority and enterprise plans receive faster targets and extended hours, as set out in your order.

Service credits

If we miss the monthly availability target on a paid plan, you may request a service credit — a percentage of that month's fees, scaled to how far short we fell — applied to a future invoice. Credits are the agreed remedy for missed availability. To claim, contact us within 30 days of the affected month with the relevant details; enterprise order terms may set specific credit tiers.

Status and incidents

We communicate significant incidents and maintenance to affected customers, and enterprise customers can be set up with proactive status notifications. During an incident we'll keep you updated until it's resolved and, where useful, follow up with what happened and what we changed.

Questions

Questions about availability, support, or your specific SLA? Email hello@complianceonecloud.com.