Service Level Agreement

This Service Level Agreement applies to the Plans that the price list on the Web Site or in the Platform shows as including it. The definitions in the Terms of Service apply. Where we and the Client agree different service levels in writing, that agreement takes precedence over this page, subject to mandatory Legal Acts.

1. Service levels

1. 1.1.This Service Level Agreement applies to a Team while it has a paid subscription to a Plan that the price list shows as including it. The monthly availability commitment is 99.9%. Changes to this agreement, including withdrawing it from a Plan, follow clauses 5.4 and 5.5 of the Terms of Service. Monthly Availability is the proportion of time in a calendar month during which the Platform's dashboard and core monitoring functions are operational, excluding the events in clause 1.2. We assess availability reasonably and in good faith using service records and monitoring data, and will consider relevant evidence supplied by the Client. No service level applies to other Teams.
2. 1.2.The following do not count as unavailability: maintenance announced in advance on the Service Status Page, in the Platform or by email; events beyond our reasonable control; delays or failures of third-party services that carry alerts; problems caused by the Client, their systems, or their breach of the Contract; and restrictions under clause 5.6 or clause 7.8 of the Terms of Service. If Monthly Availability falls below the commitment, the Client may claim the service credit for the band it falls in. Only one band applies per month. The credit is calculated on the subscription fee attributable to the affected month, excluding taxes and one-off charges. For a longer Billing Period, the fee is apportioned to that month.

   Monthly Availability	Service credit
   99.0% or more, but below 99.9%	10%
   95.0% or more, but below 99.0%	25%
   Below 95.0%	50%

3. 1.3.To receive a service credit, the Client emails legal@uptimebeacon.eu within 30 days after the end of the month concerned. Credits are deducted from the Client's next payments and are not paid out in money. Credits expire 12 months after they are issued, and lapse if the Team ceases to be covered by this agreement or the Contract ends. Service credits are the Client's sole and exclusive remedy for the Platform not meeting the commitment in clause 1.1, subject to clause 6.3 of the Terms of Service and without limiting rights under mandatory Legal Acts.