Service Level Agreement

1. Service definitions

Services means the hosted software identified in the Order Form and provided by Sifotech.

Availability means the percentage of time, in a given calendar month, during which the Services are accessible to authenticated users, excluding events listed in section 7 (Exclusions).

Working day means Monday to Friday, 09:00–17:30 UK local time, excluding public holidays in England.

Incident means an unplanned interruption to, or reduction in quality of, the Services.

2. Uptime target

Sifotech offers two service tiers:

The default tier is Standard. Premium tier is available on request and is recorded on the Order Form.

3. Support hours

Standard support is provided during UK business hours (Monday to Friday, 09:00–17:30, excluding English public holidays). P1 incidents are monitored continuously and triaged outside business hours on a best-effort basis.

Extended or 24×7 support can be added by separate written agreement recorded on the Order Form.

4. Response times by severity

Sifotech classifies incidents by severity. Response and resolution targets are measured during support hours (P1 is measured continuously).

5. Maintenance windows

Planned maintenance is performed in low-traffic windows, typically Sunday 02:00–04:00 UK time. We provide at least seventy-two (72) hours’ written notice (email and in-product banner) for any window expected to cause downtime.

Emergency maintenance to address a confirmed security or stability risk may be performed with shorter notice. Affected customers will be informed as soon as practicable.

6. Service credits

If monthly Availability falls below the target for the customer’s tier, the customer may claim a service credit calculated as a percentage of the monthly fees for the affected Services:

• Below target but above 98%: 5% of monthly fees.
• 98% or below but above 95%: 10% of monthly fees.
• 95% or below: 25% of monthly fees.

Credits must be claimed in writing within thirty (30) days of the end of the affected month, are the customer’s sole and exclusive remedy for Availability shortfalls, and are capped per the table above.

7. Exclusions

The following are excluded from the Availability calculation:

• Scheduled maintenance and emergency maintenance.
• Failures caused by the customer’s systems, network, integrations or third-party services not provided by Sifotech.
• Suspension for non-payment or breach of the agreement.
• Force majeure events (see section 8).
• Beta, preview or experimental features expressly marked as such.

8. Force majeure

Neither Party is liable for failure to perform obligations under the Agreement (other than payment) to the extent caused by events beyond reasonable control, including widespread internet outages, acts of governmental authority, war, terrorism, natural disasters, pandemics, or failures of major upstream providers.

9. Reporting

Customers on the Premium tier receive a monthly Availability report showing target, actual, incidents recorded and resolution outcomes. Standard tier customers may request the same data on a quarterly basis at no charge.

10. Term and termination

This SLA forms part of the underlying agreement between the customer and Sifotech and remains in effect for the duration of that agreement. Termination is governed by the underlying agreement; any accrued but unpaid service credits remain payable.

For escalations and procurement questions email hello@sifotech.co.uk.