In plain English
99.9% uptime target. Service credits if we miss. P1 issues answered in under an hour, 24/7.
01Scope
This SLA applies to paid TradesInvo subscriptions on the Team, Crew and Enterprise plans. Free trials and the Solo plan are provided on a best-efforts basis.
02Uptime commitment
We target 99.9% monthly uptime for the core service, excluding scheduled maintenance and events outside our reasonable control.
Uptime is measured by our external monitoring of the application API.
03Scheduled maintenance
Scheduled maintenance is announced at least 48 hours in advance and runs outside UK business hours (Mon-Fri 09:00-17:00 GMT/BST) where possible.
04Support response targets
- P1 — service down: 1 hour response, 24/7.
- P2 — major impairment: 4 business hours.
- P3 — minor issue: 1 business day.
- P4 — question / request: 2 business days.
05Service credits
If monthly uptime falls below the target, customers may request service credits applied to the next invoice:
- 99.0% to < 99.9%: 5% of monthly fees.
- 95.0% to < 99.0%: 10%.
- Below 95.0%: 25%.
Credits must be requested within 30 days. Maximum credit in any month is 25% of the monthly fees for the affected subscription.
06Exclusions
- Force majeure events.
- Issues caused by customer misuse or breach of the AUP.
- Third-party services outside our control (e.g. customer's ISP, third-party integrations).
- Scheduled maintenance announced in advance.
Questions about this document? Email legal@tradesinvo.com or write to Perpetually Limited, 66 Paul Street, London, England, EC2A 4NA, United Kingdom.