Service Level Agreement Terms | Uptime Tech Solutions

Service Level Agreement

This Service Level Agreement ("SLA") outlines the service standards and commitments provided by Uptime Tech Solutions to our clients.

1. Scope

This SLA applies to services provided by Uptime Tech Solutions as agreed upon in the respective Service Agreement between the parties. The SLA covers managed IT support, cloud infrastructure, and related technical services.

2. Service Availability

Standard Service Level

Uptime Tech Solutions commits to maintaining 99.5% uptime availability for managed systems, measured on a monthly basis. This excludes scheduled maintenance windows and circumstances beyond our control.

3. Support Response Times

Critical (P1): 1 hour response time
High (P2): 4 hour response time
Medium (P3): 8 hour response time
Low (P4): 24 hour response time

4. Support Hours

Standard support is available during business hours (Monday-Friday, 9am-5pm GMT). Premium 24/7 support may be available as an optional service tier.

5. Exclusions

This SLA does not cover:

Scheduled maintenance and planned updates
Issues caused by client misconfiguration or misuse
Third-party service failures beyond our control
Network issues outside our infrastructure
Force majeure events

6. Credits for Service Failures

In the event of service failures affecting SLA targets, service credits may be applied to future invoices at a rate proportional to the unavailability experienced.

7. Contact & Escalation

For SLA-related inquiries or escalations, please contact our support team at:

Email: support@uptimetech.co.uk
Phone: 01494 416667 (for P1/P2 issues)

SLA Terms