Service Level Agreement

7.1 Definitions and measurement

"Monthly Uptime Percentage" means 100% minus the percentage of minutes in the calendar month during which the core Service (editor, publishing, and serving of published Swiips) was unavailable to all of a customer's users. Availability is measured by our external and internal monitoring; a monthly figure is available on request. Target: 99.9% Monthly Uptime Percentage for paid plans.

7.2 Exclusions

Downtime does not include: scheduled maintenance (announced at least 48 hours ahead, normally in low-traffic windows and capped at 4 hours a month); emergency maintenance to address security or stability risks; issues caused by the customer's content, configuration, DNS or third-party integrations; suspension under the Terms; alpha/beta/preview features; and events outside our reasonable control (including upstream cloud or network provider failures beyond our architecture's reasonable mitigation, and denial-of-service attacks we are actively mitigating).

7.3 Service credits

• 99.0% to below 99.9%: credit of 10% of that month's fee.
• 95.0% to below 99.0%: credit of 25% of that month's fee.
• Below 95.0%: credit of 50% of that month's fee.

Claim by emailing [email protected] within 30 days of the affected month with the dates and times observed. Credits apply to a future invoice (annual plans: pro-rated monthly fee), do not convert to cash except on final termination with a credit balance, and are the sole and exclusive remedy for missed availability. Nothing in this Service Level Agreement limits a consumer's statutory rights. Customers in material breach (including unpaid fees) are ineligible while the breach continues.

7.4 Support levels and response targets

Standard plans: email support ([email protected]), first response within 1 business day (UK business hours). Business plans: priority queue, first response within 4 business hours; Severity 1 (service down for all users) worked continuously until mitigated. Enterprise: response and escalation targets per Order Form, with a named contact. Severity definitions: S1 service unavailable; S2 core feature severely degraded, no workaround; S3 degraded with workaround; S4 question or cosmetic.

7.5 Status and incident communication

Material incidents and scheduled maintenance are communicated by email or in-app notice; a public status page will be linked from the footer when available. Incident post-mortems for S1 events are available to Business and Enterprise customers on request.