1. Scope
This SLA applies only where incorporated into an order form or subscription plan. It does not replace the Terms of Service.
2. Availability
Eatwell Tech Solutions will use commercially reasonable efforts to maintain service availability. A contractual uptime percentage has not yet been adopted and should not be published until monitoring and reporting processes can support it.
3. Maintenance
Planned maintenance will normally be scheduled to reduce customer disruption. Emergency maintenance may occur without advance notice where necessary to protect security or restore service.
4. Incident priorities
| Priority | Example | Initial response target |
|---|---|---|
| Critical | Widespread service unavailable or confirmed severe security incident | 4 business hours |
| High | Major feature unavailable with no reasonable workaround | 1 business day |
| Normal | Limited issue, question or cosmetic defect | 2 business days |
Targets are goals rather than guaranteed resolution times unless an order form states otherwise.
5. Exclusions
Targets exclude customer systems, unsupported modifications, internet-provider failures, force majeure, misuse, planned maintenance and third-party services outside reasonable control.