Service Level Agreement

Commitments

1. Availability target

Salstead targets 99.5% monthly uptime for the production environment, measured excluding scheduled maintenance windows (announced at least 5 business days in advance via /status) and matters outside Salstead’s reasonable control.

2. How we measure

An automated probe hits the production health endpoint every 5 minutes from outside our VPC. A component is considered “down” from the second consecutive failed check until two consecutive successful checks. The numbers above are computed from those probes for the last 90 days.

3. Support response times

Business hours: Mon-Fri, 09:00-18:00 UK. Urgent issues are handled by email to support@salstead.com with URGENT in the subject. There is no telephone line at present, so the response times above are measured from receipt of that email.

4. Service credits

For Standard and Enterprise customers, if monthly uptime falls below 99.5%, the affected month’s subscription fee is credited at:

• 99.0% ≤ uptime < 99.5% → 10% credit
• 95.0% ≤ uptime < 99.0% → 25% credit
• uptime < 95.0% → 50% credit

Credits applied automatically to the next invoice. No refunds are issued in cash; credits do not roll over beyond 12 months. Trial customers are not eligible for credits.

5. Out of scope

• Customer-caused outages (misconfiguration, abuse, etc.)
• Force majeure events
• Third-party provider outages (Stripe, GoCardless, HMRC RTI)
• Scheduled maintenance windows announced 5+ business days in advance

6. Reporting

Uptime numbers on this page update every 5 minutes. A monthly SLA summary is emailed to the billing contact on the 5th of the following month. To request a service credit, email billing@salstead.com within 30 days of the incident.