Service level agreement

Last updated: July 2026

This describes the service levels we aim to provide. Specific commitments and any service credits are set out in a customer's service agreement.

Availability

We target 99.9% monthly uptime for the core platform, excluding scheduled maintenance and factors outside our reasonable control. Live status is published on our status page.

Scheduled maintenance

Where maintenance may cause downtime, we aim to perform it outside UK business hours and to give advance notice for anything significant.

Support response

• Urgent (platform down / security): we aim to respond within a few hours during business hours.
• Normal (questions, non-blocking issues): we aim to respond within one business day.

Support is provided by email; priority support is available on higher plans.

Backups & recovery

Data is backed up regularly and encrypted. We maintain recovery procedures to restore service in the event of an incident.

Contact

[email protected].