This article summarises the service availability and Service Level Agreement commitment to our customers.

Uptime Availability

We aim to provide service availability no less than 99.5% of the time. This is in line with our hosting partner’s stated service availability.

Service Level Agreement

Should an issue be encountered our agreed SLA to fix the issue is as follows:

Priority  Characteristics Response Fix
P1 Not able to Login or an issue with no workaround
2 hours 4 hours
P2 Substantive issue but where a workaround exists
8 hours Up to 7 days
P3 Requests or minor issues
8 hours Allocated a release window on request

Please note that the response and fix times shown refer to UK standard business hours of 9.00am to 5.30pm Monday to Friday excluding UK Public Holidays.