Draft - not legal advice. This document is a placeholder prepared for platform launch. It has not been reviewed by a solicitor. A licensed legal professional should finalise the binding version before it is relied upon.

Service Level Agreement (SLA)

1. Scope

This SLA applies to the production Platform at partners.cmslogin.io. It does not apply to beta or preview environments, scheduled maintenance windows, or Force Majeure events.

2. Uptime target

We target 99.5% monthly availability, measured by successful HTTP 200 responses from the public health endpoint (/api/health) over the calendar month excluding scheduled maintenance.

3. Support tiers and response times

P1 – Critical outage: acknowledged within 1 business hour; working resolution within 4 business hours.
P2 – Degraded service: acknowledged within 4 business hours; working resolution within 1 business day.
P3 – Non-blocking defect: acknowledged within 1 business day; scheduled into the next maintenance cycle.
P4 – Enquiry / enhancement: best effort.

4. Maintenance windows

Planned maintenance may occur on Sundays between 02:00 and 06:00 UK time. Partners will be notified at least 48 hours in advance.

5. Credits

If monthly availability falls below 99.5%, affected Partners may request a pro-rated service credit equal to 5% of the affected month’s subscription fee, applied to the next invoice. Requests must be submitted within 30 days of the incident.

6. Incident response

A post-incident review will be produced for every P1 event and shared with affected Partners within 10 business days of resolution.

7. Exclusions

Downtime caused by third-party providers (e.g. DNS, email delivery providers, payment processors).
Partner-side misconfiguration.
Force Majeure events.

This page is a drafting aid only and must be replaced with a solicitor-reviewed version before launch.