Please read this policy with our Subscription Agreement.
If anything is unclear or your organisation needs contractual commitments beyond this policy, contact us before subscribing.
1. Availability commitment
We design and operate Maintain CMMS as a dependable online business service and use reasonable efforts to keep it available. Starter, Standard and Pro self-service plans do not currently include a contractual uptime percentage, service credit or guaranteed recovery time.
A customer requiring a binding SLA must agree it in a signed Enterprise order. We will not describe a target as a guarantee unless the remedy, measurement method and exclusions are also agreed.
2. How availability is assessed
Availability concerns the production service’s ability to accept authenticated customer requests. Individual device, browser, internet, DNS, customer network, unsupported integration or isolated feature problems are not necessarily whole-service unavailability.
3. Maintenance
We may perform planned maintenance and will provide reasonable advance notice where it is likely to cause material interruption. Emergency maintenance may be performed without advance notice to address security, data integrity or serious reliability risk.
We aim to minimise disruption and schedule material planned work outside ordinary UK business hours where practical.
4. Excluded events
Availability commitments do not cover customer or user acts, suspended access under the agreement, unsupported systems, internet or utility failure outside our control, third-party services outside our reasonable control, force-majeure events, lawful government action, or maintenance requested by the customer.
5. Incident handling and communication
We assess service incidents by customer impact, data risk and scope. Material incidents are contained, investigated and recovered in a controlled order. Customers should report observable impact through the Support Policy channel.
Where a material incident affects customer personal data, the Data Processing Schedule governs notification. Operational updates will avoid disclosing security-sensitive or another customer’s information.
6. Backups and customer continuity
Backups support platform recovery; they are not a substitute for the customer’s own exports and operational contingency records. Customers remain responsible for safe maintenance operations when an online service is unavailable and should retain any independent records required by law or risk assessment.
7. Enterprise service levels
A bespoke Enterprise SLA may define measurement source, uptime percentage, scheduled-maintenance allowance, incident response, exclusions, claim window and service credits. No sales statement, support target or dashboard figure creates an SLA unless incorporated into an order signed by both parties.
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