1. Introduction

This Service Level Agreement (“SLA”) sets out the service commitments of Ubrix Ltd (“Ubrix”, “we”, “our”, “us”) in relation to the Ubrix platform and associated services (“Services”).

Ubrix Ltd is a company registered in England and Wales under company number 15136854 with a registered office at 4 McMillan Close, Saltwell Business Park, Gateshead, United Kingdom, NE9 5BF. Ubrix Ltd is also registered with the Information Commissioner’s Office (ICO) under registration number ZB730543.

This SLA forms part of your contractual agreement with Ubrix Ltd. It should be read in conjunction with our Terms and Conditions and Privacy Policy.

2. Scope

This SLA applies to all customers who subscribe to and use the Ubrix platform. It covers:

• Service availability (uptime commitments)

• Support response times

• Planned maintenance windows

• Incident management and escalation procedures

3. Service Availability

Ubrix will make reasonable efforts to ensure that the Services are available 99.5% of the time each calendar month, excluding:

• Planned maintenance (with prior notice)

• Emergency maintenance (where prior notice is not possible)

• Downtime caused by factors outside Ubrix’s control (e.g. force majeure, third-party network failures)

If availability falls below 99.5% in any calendar month, affected customers may be eligible for service credits as outlined in Section 7.

4. Maintenance

• Planned maintenance: Ubrix will provide at least 48 hours’ notice for any planned maintenance expected to cause service disruption.

• Emergency maintenance: In rare cases, we may perform emergency fixes without notice to protect the stability or security of the platform.

5. Support Commitments

Ubrix provides support during UK business hours (Monday to Friday, 9am – 5pm UK time, excluding public holidays).

Response times:

• Critical issues (system unavailable): Initial response within 2 business hours.

• High priority (major functionality impaired): Initial response within 4 business hours.

• Normal priority (minor issues, queries): Response within 1 business day.

Resolution times will vary depending on complexity but Ubrix will keep customers updated throughout the process.

6. Customer Responsibilities

To ensure effective delivery of the Services, customers are responsible for:

• Providing accurate contact details for incident notifications.

• Reporting issues promptly through official support channels.

• Maintaining compatible hardware, software, and internet access.

• Using the Services in line with our Terms and Conditions.

7. Service Credits

If Ubrix fails to meet its service availability commitment (Section 3), customers may request a service credit of up to 5% of the monthly subscription fee for the affected month.

Service credits:

• Must be requested within 30 days of the incident.

• Are applied against future invoices (not refunded in cash).

• Are the sole remedy for breach of availability commitments.

8. Limitation of Liability

This SLA does not change the limitation of liability set out in the Ubrix Terms and Conditions. Ubrix is not responsible for downtime caused by third-party providers, force majeure events, or misuse of the Services by customers.

9. Governing Law

This SLA shall be governed by and construed in accordance with the laws of England and Wales. Any disputes arising from this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.

10. Contact

If you have any questions about this SLA or wish to report an incident, you may contact us at:

Ubrix Ltd
4 McMillan Close, Saltwell Business Park, Gateshead, United Kingdom, NE9 5BF
📧 info@ubrix.co.uk