Service Level Agreement

1.1What this SLA covers

This Service Level Agreement ("SLA") governs the availability and support commitments for the ScoreReviews UK platform (the "Service") for customers on a paid subscription. It forms part of the Terms of Service.

1.2Definitions

• "Service" means the ScoreReviews UK dashboard, public review pages, embeddable widgets and REST API.
• "Monthly Uptime Percentage" means (Total Minutes in the calendar month − Downtime Minutes) ÷ Total Minutes × 100.
• "Downtime" means any period in which the Service returns HTTP 5xx responses for more than five (5) consecutive minutes to a majority of customers, measured from our external monitoring stack.
• "Scheduled Maintenance" means maintenance announced at least seventy-two (72) hours in advance and carried out inside a published maintenance window.
• "Excluded Event" means downtime caused by a matter outside the reasonable control of the Processor, including force majeure, third-party network failure, customer misuse, or customer-side integrations.

2.1Target

We commit to a Monthly Uptime Percentage of at least 99.9% for the API, dashboard and public review pages, measured across each calendar month.

2.2Exclusions

• Scheduled Maintenance carried out inside published maintenance windows
• Emergency Maintenance necessary to preserve the security or integrity of the Service, kept as short as reasonably practicable and announced in advance where possible
• Excluded Events
• Downtime caused by the customer's own configuration, integration or misuse of the Service

2.3Measurement

Availability is measured by our external monitoring stack at 30-second intervals from three geographically distributed probes. Historical measurements are published on the status page.

3.1Credit table

• Monthly Uptime Percentage below 99.9% but at or above 99.0%: 10% credit of the affected month's subscription fee
• Monthly Uptime Percentage below 99.0% but at or above 95.0%: 25% credit of the affected month's subscription fee
• Monthly Uptime Percentage below 95.0%: 100% credit of the affected month's subscription fee

3.2How credits are applied

Service credits are applied automatically to the next invoice after the month in which the commitment was missed. No customer ticket is required.

3.3Cap and exclusivity

Service credits in any given month may not exceed 100% of that month's subscription fee. Service credits are the customer's sole and exclusive remedy for any failure to meet the availability commitment.

4.1Severity levels

• P1 — Service is unavailable, or a critical function is broken for a majority of customers. Response within 15 minutes, 24/7.
• P2 — A significant function is impaired or degraded for a subset of customers. Response within 1 business hour.
• P3 — A non-critical function is impaired, or a workaround is available. Response within 1 business day.
• P4 — Question, feature request or documentation issue. Response within 2 business days.

4.2Channels

P1 incidents are managed through our 24/7 pager rotation. Customers report P1 incidents by emailing support@myverireviews.com with "P1" in the subject line, or through the emergency phone line published in the dashboard.

P2, P3 and P4 requests are handled through the in-app support widget and email during UK business hours (09:00–18:00, Monday to Friday, excluding English public holidays).

5.1Status page

All incidents are posted to the public status page at status.myverireviews.com within fifteen (15) minutes of confirmation, with updates at least every thirty (30) minutes until resolution.

5.2Post-mortems

Every P1 incident is followed by a public post-mortem within five (5) working days of resolution, covering timeline, root cause, customer impact and remediation actions.

6.1Standard windows

Scheduled Maintenance is carried out on Sunday between 02:00 and 06:00 UK time. Where possible, maintenance is transparent to customers (rolling deploys, blue/green cutovers) and does not cause Downtime.

6.2Notice

Scheduled Maintenance that may cause Downtime is announced on the status page and by email to account owners at least seventy-two (72) hours in advance.

7.1Requirements

• The customer's account is in good standing with all invoices paid in full at the time credits are applied
• The downtime was not caused by an Excluded Event or by the customer's own actions
• The customer is not in material breach of the Terms of Service or the Acceptable Use Policy

7.2Disputes

Any dispute about the calculation of Monthly Uptime Percentage or the application of a credit must be raised in writing within thirty (30) days of the credit being posted. The parties will discuss any dispute in good faith before escalation.

8.1Enhanced commitments

Customers on Enterprise plans may enter into a separately-signed Premium SLA offering enhanced targets (99.95% availability), tighter incident response times, dedicated on-call contacts and higher credit percentages. Where signed, the Premium SLA supersedes this SLA to the extent of any conflict.

9.1Updates

We may update this SLA from time to time. Material changes that reduce customer entitlements are announced at least sixty (60) days in advance and do not take effect for a subscription mid-term until renewal.