This Service Level Agreement ("SLA") sets out the availability commitment Supplio gives to paying customers and the service credits available if we fall short. It is part of the Terms of Service. Capitalised terms used here have the meanings given in the Terms of Service.
1. Scope
This SLA applies to the Supplio production platform accessed at app.supplio.co.uk during an active paid subscription on a Starter, Growth, Scale or Enterprise plan. It does not apply to beta, preview, sandbox, evaluation or free-of-charge access.
2. Uptime commitment
Supplio targets the following minimum Monthly Uptime Percentage for the production platform:
| Plan | Monthly Uptime Target |
|---|---|
| Starter, Growth, Scale | 99.9% |
| Enterprise | 99.95% (or as specified in the order form) |
3. Calculation
"Monthly Uptime Percentage" for a calendar month is calculated as:
((Total Minutes in the Month − Unavailable Minutes) / Total Minutes in the Month) × 100
"Unavailable Minutes" means consecutive minutes during which more than 50% of in-scope HTTP requests to the platform's authenticated API endpoints receive a 5xx response, or fail to respond within 30 seconds, in each case as measured by Supplio's production monitoring from at least two independent vantage points, excluding any period falling within the exclusions in section 5. A single incident must last for a continuous period of at least 5 minutes to count.
4. Service credits
| Monthly Uptime Percentage | Service credit |
|---|---|
| < 99.9% but ≥ 99.0% | 10% of the monthly Fees for the affected Service in the affected month |
| < 99.0% but ≥ 95.0% | 25% of the monthly Fees for the affected Service in the affected month |
| < 95.0% | 50% of the monthly Fees for the affected Service in the affected month |
For annually-billed subscriptions, the monthly Fees are deemed to be the annual Fees divided by 12. Service credits are applied to the next invoice issued after the credit is approved or, if the subscription is not renewed, are paid as a cash refund within 30 days.
Service credits in any calendar month are capped at 50% of the monthly Fees for the affected Service in that month. Service credits in any 12-month rolling period are capped at 30% of the annual Fees for the affected Service.
5. Exclusions
The following are not counted as Unavailable Minutes and do not entitle the Customer to service credits:
- scheduled maintenance windows of which Supplio gives at least 48 hours' advance notice (we aim to perform maintenance outside UK business hours);
- emergency maintenance reasonably required to address a security vulnerability, integrity issue or stability incident;
- unavailability caused by a Force Majeure Event (as defined in the Terms of Service), including third-party network or internet outages outside Supplio's reasonable control;
- unavailability caused by failure or degradation of any third-party service the Customer has chosen to connect to the platform (e.g. an SSO provider, an external webhook target);
- unavailability caused by the Customer's acts or omissions, including misconfiguration, exceeding rate limits, failure to update integrations, or misuse;
- unavailability of beta, preview, sandbox or evaluation environments;
- any period during which the Customer's subscription is suspended for non-payment or breach of the Acceptable Use Policy.
6. How to claim service credits
To claim a service credit, the Customer must submit a written claim to founder@supplio.co.ukwith the subject line "SLA credit claim" within 30 days of the end of the calendar month in which the alleged unavailability occurred. The claim must include:
- the dates and times of the alleged unavailability;
- a brief description of the impact observed; and
- any logs or monitoring data the Customer relies on.
Supplio will review the claim using its own monitoring data as the source of truth and will respond within 30 days. Approved credits are applied as set out in section 4.
7. Sole remedy
The service credits in this SLA are the Customer's sole and exclusive remedy, and Supplio's sole liability, for any failure to meet the uptime commitment. Nothing in this SLA limits any liability that cannot be limited by law (see section 17 of the Terms of Service).
8. Status page and incident communication
Supplio communicates incidents and scheduled maintenance via in-product banners and email to the registered administrative contact. We are working to publish a public status page; the URL will be added here once live.
9. Changes
We may update this SLA from time to time. Material reductions in the uptime commitment, the service credit schedule or the calculation methodology will be notified in line with section 22 of the Terms of Service.
10. Contact
SLA questions? Email founder@supplio.co.uk.