Scope
This document describes the service level commitments that apply to clients with managed-hosting or platform-support engagements with Unhectic Limited. For clients without a managed-service contract — for example, clients on a fixed-scope build or a one-off advisory engagement — the commitments set out here are descriptive of our practice but not contractual; the contractual position is set out in the relevant Master Services Agreement and statement of work. Where a specific engagement’s contract sets stricter or looser terms, the engagement contract takes precedence over this document.
Uptime targets
Standard tier
99.5% monthly uptime for the production environment. This is the default for managed-hosting engagements unless something else is agreed.
High-availability tier
99.9% monthly uptime, where this has been agreed in the engagement statement of work. The high-availability tier requires a multi-region deployment topology and is priced accordingly.
Uptime is measured at the platform level, excluding scheduled maintenance windows announced in advance and excluding incidents caused by client-side code releases or configuration changes. The measurement window is calendar-monthly.
Response and resolution by severity
| Severity | Definition | Initial response | Target resolution |
|---|---|---|---|
| P1 | Production down or critical functionality unavailable | Within 1 hour, 24 hours a day | Within 4 working hours |
| P2 | Major feature impaired, but production available | Within 4 working hours | Within 1 working day |
| P3 | Minor functional impact | Within 1 working day | Within 5 working days |
| P4 | Question, request, or non-impacting issue | Within 2 working days | By agreement |
Severity is assigned by us on receipt of the report and discussed with the client where necessary. Working hours are 09:00 to 18:00 UK time, Monday to Friday, excluding UK public holidays. P1 response is round-the-clock; P2 to P4 response is within working hours.
Maintenance windows
Routine maintenance is performed in announced windows, typically 02:00 to 05:00 UK time, on dates communicated to the client at least five working days in advance. Where a maintenance window is expected to cause a brief interruption, that is called out in the announcement. Emergency security maintenance — for example, an urgently required vendor patch — may be performed without notice; we will notify the client as soon as practicable, and within four hours of the work concluding.
Limitations and exclusions
These commitments do not apply to: outages caused by force majeure; outages caused by client-side code or configuration errors; outages caused by third-party services outside our direct control (for example, an extended outage of a cloud-region provider, an upstream DNS provider, or a payment-gateway provider used by the client’s application); and events otherwise beyond our reasonable control. Where uptime falls below target due to our error and the engagement contract provides for service credits, those credits are calculated on the terms of the engagement.
Service credits
Service credits, where applicable, are set out in the engagement statement of work. They are the sole and exclusive remedy for missed uptime targets, save for liability that cannot be limited at law. Service credits are applied against the next invoice rather than paid in cash, unless the engagement has terminated, in which case the credit is settled within thirty days.
Annual review
This document is reviewed at least annually. The version banner at the top of this page reflects the current version. Where we materially tighten or relax the commitments here, the change is announced to clients on managed-service engagements before it takes effect.