About this document
This Service Level Agreement applies to CLASI LTD, a private company limited by shares incorporated in England and Wales (Company No. [CO_NUMBER]) with registered office at 20 Wenlock Road, London, England, N1 7GU ("CLASI", "we", "us"). Questions about this document can be directed to privacy@clasi.co.uk. We review this document at least annually and on any material change to our services or applicable law.
Applicability
This Service Level Agreement ("SLA") applies where CLASI LTD operates production systems for the Client under a written retainer or operations agreement.
Service availability
We target 99.9% monthly availability for production systems we operate, measured at the application layer and excluding scheduled maintenance, force majeure, and Client-caused outages.
Severity levels and response targets
- Sev 1 — total outage of a production system: response within 30 minutes, 24/7.
- Sev 2 — major degradation of a production system: response within 2 hours during business hours.
- Sev 3 — minor degradation or partial functionality loss: response within 1 business day.
- Sev 4 — questions and minor changes: response within 2 business days.
Business hours are 09:00 to 18:00 GMT/BST, Monday to Friday excluding English public holidays.
Service credits
Where availability falls below the target in a calendar month, the Client may request a service credit of 5% of the monthly retainer fee for each full percentage point below 99.9%, capped at 30% of the monthly retainer fee. Service credits are the Client's exclusive remedy for availability shortfalls.
Maintenance windows
Standard maintenance windows are notified at least 5 business days in advance and scheduled outside business hours where possible. Emergency maintenance may be performed with shorter notice to address security or stability issues.
Updates
We may update this document from time to time. The "last updated" date at the top reflects the most recent change. For material changes that affect your rights, we will provide reasonable notice through our website or, where appropriate, by email.
Contact
CLASI LTD 20 Wenlock Road, London, England, N1 7GU United Kingdom Email: privacy@clasi.co.uk General: hello@clasi.co.uk