Service Level Agreement (SLA)
Effective Date: March 2025
Contact: info@ubrix.co.uk
This Service Level Agreement (“SLA”) outlines the standard service levels provided by Ubrix for its platform and services. This SLA forms part of the overall agreement between Ubrix and its clients and applies to all customers unless a separate, bespoke SLA has been expressly agreed in writing between Ubrix and the client.
By using the Ubrix platform and services, you acknowledge and accept the terms of this SLA. Ubrix reserves the right to update this SLA from time to time. Any updates will be posted at [insert SLA page URL when ready] and will become effective upon publication.
- Scope
This SLA applies to the availability and support of the Ubrix platform, including its web and mobile applications, APIs, and related cloud-based services provided by Ubrix. It outlines the service performance targets, support procedures, and responsibilities of both Ubrix and its customers.
- Service Availability
Ubrix will use commercially reasonable efforts to make the Service available 99.9% of the time, measured monthly, excluding scheduled maintenance and force majeure events.
2.1 Uptime Commitment
- Monthly Uptime Target: 99.9%
- Exclusions:
- Scheduled maintenance (with at least 48 hours’ notice)
- Emergency maintenance (with reasonable notice where possible)
- Downtime caused by third-party providers, user error, or external network or internet problems beyond Ubrix’s control
2.2 Monitoring
Ubrix continuously monitors the Service using automated tools and logs uptime across all hosted environments.
- Support Services
Ubrix offers email-based support for all clients. Priority and response times depend on the severity of the issue.
3.1 Support Hours
- Standard Support Hours: Monday to Friday, 9:00am – 5:00pm (UK time), excluding public holidays
- Support Channel: Email (info@ubrix.co.uk)
3.2 Issue Severity & Response Times
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Severity Level
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Description
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Initial Response Time
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Critical
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Service is down or severely impacted
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Within 4 business hours
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High
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Key functionality is unavailable
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Within 1 business day
|
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Medium
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Partial, non-critical loss of service
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Within 2 business days
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Low
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General questions or cosmetic issues
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Within 3 business days
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- Maintenance
Ubrix may occasionally perform maintenance to improve or upgrade the Service.
- Scheduled Maintenance: Will be announced via email or platform notifications with at least 48 hours’ notice.
- Emergency Maintenance: May occur without notice when required to maintain platform security or integrity.
- Service Credits
Service credits may be provided at Ubrix’s discretion if monthly uptime falls below the stated target, and only when this SLA is contractually incorporated.
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Uptime (%)
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Credit Value (% of monthly subscription fee)
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< 99.9% – 99.0%
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5%
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< 99.0% – 95.0%
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10%
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< 95.0%
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20%
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To request a credit, the customer must submit a claim within 10 business days of the end of the affected month.
- Customer Responsibilities
To receive the benefits of this SLA, customers must:
- Promptly report incidents via the designated support channel
- Cooperate with troubleshooting and provide accurate information
- Maintain appropriate connectivity and device environments for using the Service
- Exclusions
This SLA does not apply to:
- Free or trial versions of the Service
- Beta or pre-release features
- Issues caused by third-party systems, integrations, or unauthorised changes
- Modifications
Ubrix may update this SLA from time to time. The current version will be published on the Ubrix website or provided upon request.
