This Service Level Agreement ("SLA") explains how Supplio approaches the availability of its platform, planned and emergency maintenance, fault handling and support. 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. It does not apply to beta, preview, sandbox, evaluation or free-of-charge access.
2. Availability commitment
Supplio uses commercially reasonable effortsto keep the production platform available and performing well, and monitors it continuously so we can respond quickly to problems. The platform is, however, provided on a reasonable-efforts, "as is" and "as available" basis.
Supplio does not commit to a fixed uptime percentage and does not offer service credits. We do not guarantee that the platform will be uninterrupted or error-free. This reflects the stage and pricing of the service; the Fees are set on that basis. Nothing in this SLA limits any liability or right that cannot be limited or excluded by law (see the limitation of liability section of the Terms of Service).
3. Planned maintenance
From time to time we need to take the platform offline for upgrades or maintenance. Where maintenance is likely to cause a noticeable interruption, we aim to give advance notice and to schedule it outside UK business hours wherever practical.
4. Emergency maintenance
We may carry out emergency maintenance at short notice (for example to address a security vulnerability, a data-integrity issue or a stability incident) and may do so without advance notice where acting quickly is necessary to protect the platform, your data or other customers.
5. Fault handling
If a fault arises that stops the platform working, Supplio will, in good faith and as a priority, work to fix it as quickly as it reasonably can at no extra charge. We triage issues by severity and keep affected customers informed while we work on a resolution.
6. Support
Standard support is provided by email at founder@supplio.co.uk during UK business hours (09:00 to 18:00 GMT/BST, Monday to Friday, excluding bank holidays in England and Wales). We aim to acknowledge support requests promptly during those hours. Any enhanced or bespoke support arrangements are as set out in the applicable Order Form.
7. Things outside this SLA
This SLA does not cover interruptions or degradation caused by matters outside Supplio's reasonable control or by the Customer, including:
- a Force Majeure Event (as defined in the Terms of Service), including third-party network or internet outages outside Supplio's reasonable control;
- failure or degradation of any third-party service the Customer has chosen to connect to the platform (e.g. an SSO provider or an external webhook target);
- the Customer's acts or omissions, including misconfiguration, exceeding rate limits, failure to update integrations, or misuse;
- 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.
8. Status 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 changes will be notified in line with the changes section of the Terms of Service.
10. Contact
SLA questions? Email founder@supplio.co.uk.