Service Level Agreement (SLA)

Purpose This document sets out the service-level framework. The specific times and percentages for each client are written into their contract or service order, because they differ by plan and coverage scope.

Incident classification - Critical: complete outage of a production service or data loss, with no workaround. - High: partially working service or significant degradation affecting several users. - Medium: a fault affecting one user or a limited function, with a workaround available. - Low: a question, change request or non-urgent improvement.

Reporting channels Incidents are raised through the client-portal ticketing system so they are documented. Critical incidents can be escalated by phone after the ticket is opened.

Coverage window Coverage hours are defined in the contract. Out-of-hours coverage is available on specific plans only.

Scheduled maintenance Planned maintenance is carried out in windows announced in advance with reasonable notice. Scheduled maintenance is not counted as downtime.

Exclusions The service-level commitment does not cover: - Faults caused by third parties outside our control, such as a connectivity provider or a registry. - Changes made by the client or a third party without notifying us. - Force majeure. - Services outside the contracted scope. - Faults arising from the client declining a documented security or operational recommendation.

Client responsibilities - Nominating an authorised technical contact. - Providing the access needed for diagnosis. - Reporting with a clear description and steps to reproduce.

Reporting Managed plans include a periodic report covering incidents, handling times, outstanding risks and the improvement plan.

Review The agreement is reviewed periodically, and any material change is made by written agreement of both parties.