Service Level Agreement

This agreement applies to organisations on a paid Prosas plan. It covers the platform itself, not services delivered by a third party or a partner.

It forms part of the Terms of Use. Where an organisation has a signed enterprise agreement with different commitments, that agreement applies instead.

We target a monthly uptime of 99.9% for the Prosas platform, measured over each calendar month.

Uptime means the platform is reachable and able to serve requests. A degradation that leaves the platform usable is not counted as downtime, though we still treat it as an incident.

Availability is measured by our external monitoring, from more than one location, at a fixed interval.

Downtime starts at the first failed check and ends at the first successful one after service is restored. Monthly uptime is the total minutes in the month, minus downtime minutes, over the total minutes in the month.

Planned maintenance is announced to account administrators at least 48 hours in advance and is scheduled outside regional business hours wherever possible.

Announced planned maintenance is excluded from downtime. Emergency maintenance needed to protect the security or integrity of the platform is announced as early as we can, and is also excluded.

Response time means the time until a person replies, not the time until a fix. Times are measured from when the ticket is received.

If monthly uptime falls below the commitment, you may claim a credit against the following month's subscription fee.

Send a claim from an administrator's email address within 30 days of the end of the affected month, including the dates and times you observed the issue.

We verify the claim against our monitoring and apply approved credits to the next invoice. Credits are the sole remedy under this agreement, and they are applied as credit rather than paid out in cash.

The commitment does not cover downtime caused by any of the following.