Service levels

Service Level Agreement

Version 1.0 · Last updated 28 July 2026 · United Kingdom

This Service Level Agreement (“SLA”) sets out availability and support commitments for paying customers of CritiCall Ops Ltd (company number 17364960). It applies to the hosted CritiCall Ops platform at respond.criticallops.co.uk (CAD dispatch, MDT responder, and core API functions). Registered office: 66 Paul Street, London EC2A 4NA. Contact: contact@criticallops.co.uk.

At a glance: we target 99.5% monthly uptime for the core platform. Support is UK business hours with published response targets. If we miss uptime, you may qualify for a service credit on your next invoice — not a cash refund. Existing free trials and evaluation / live demo access are excluded. See status for live incidents.

1. Who this applies to

Included: customers with a paid subscription or per-event licence under an active Pilot Service Agreement or order schedule, after tenant provisioning is confirmed.
Excluded: existing free trials (where still active), evaluation and live demo access, the marketing website (criticallops.co.uk), and any service explicitly marked beta or preview.
A separate signed SLA in an order schedule or enterprise agreement overrides this page where it sets stricter or different terms.

2. Platform availability

2.1 Uptime commitment

We will use commercially reasonable efforts to maintain 99.5% monthly uptime for the core Service — meaning CAD and MDT login, incident queue, assignment, messaging, and status updates are available to authenticated users.

99.5% per calendar month allows up to approximately 3 hours 39 minutes of qualifying downtime in a 30-day month before a service credit may apply.

2.2 How we measure uptime

Measured per calendar month (00:00–23:59 UK time, last day of month).
Based on our monitoring of HTTPS availability of the production Service endpoints and corroborated server logs.
A minute counts as downtime only when the core Service is materially unavailable to most paying tenants — not when a single customer misconfiguration, user error, or local network issue prevents access.
Figures are calculated by us in good faith. Our measurement is final unless manifest error is shown.

2.3 Exclusions (not counted as downtime)

Planned maintenance notified at least 48 hours in advance on status (or by email to account contacts), limited to 4 hours per month unless you agree otherwise in writing.
Emergency maintenance to address security, data integrity, or stability — we will post to status as soon as practicable.
Force majeure, upstream connectivity failures outside our control, DDoS or abuse we are mitigating.
Customer equipment, browsers, radios, venue Wi‑Fi, DNS, or third-party integrations.
Suspension under the Terms (e.g. non-payment or acceptable-use breach).
Beta, preview, or optional modules labelled as non-production.

3. Service credits (not refunds)

If monthly uptime falls below 99.5% after exclusions, you may request a service credit against future fees. Credits are the sole and exclusive remedy for availability failures under this SLA. We do not offer cash refunds, reimbursement of third-party costs, or compensation for operational losses.

Monthly uptime (after exclusions)	Service credit
99.5% or above	None
99.0% – 99.49%	5% of that month’s Service fees
95.0% – 98.99%	10% of that month’s Service fees
Below 95.0%	15% of that month’s Service fees (maximum)

Cap: total service credits in any calendar month will not exceed 15% of Service fees billed for that month.
Per-event customers: credit is calculated on platform fees for the affected billing period only (not your entire operational budget or staffing costs).
How to claim: email contact@criticallops.co.uk within 30 days after the month end, with tenant name, dates/times affected, and ticket reference if you raised one. Unclaimed credits are forfeited.
Application: approved credits appear on your next invoice. Credits do not expire for 12 months but are not transferable or redeemable for cash.
You cannot receive a credit if you are in material breach of the Terms (including unpaid invoices).

4. Support

4.1 Channels and hours

Channel	Details
Email	contact@criticallops.co.uk
Account support (CAD)	Sign in → Settings → Support
Hours	UK business hours: Monday–Friday, 09:00–17:30 (UK), excluding English public holidays
24/7 voice / on-call	Not included unless separately agreed in writing

4.2 Response targets (first meaningful reply)

Targets apply during support hours only. They are goals, not guarantees — resolution time depends on complexity. Severity is assigned by us in good faith.

Priority	Definition (examples)	First response target
P1 — Critical	Core Service unavailable; no workaround; live operation affected	4 business hours
P2 — Major	Material degradation; workaround available; multiple users affected	1 business day
P3 — Minor	Non-critical defect, single user, cosmetic, or how-to question	2 business days
P4 — General	Account admin, billing, feature requests	2 business days

For a live operation during UK business hours, put URGENT — live operation in the subject line and include tenant name, time (UK), screenshots, and impact.

5. Out of scope

Support and uptime commitments do not cover:

On-site control-room staffing, incident command, or liaison with 999 / emergency services
Customer radios, airtime, PCs, tablets, wallboards, or venue connectivity
Data recovery where you did not export backups and loss is not caused solely by our failure to maintain reasonable backups (see Security)
Custom integrations, training beyond reasonable onboarding, or professional services unless quoted
Issues caused by misuse, unsupported browsers, or modified client software

6. Your responsibilities

Maintain operational fallbacks (radio, paper, alternate comms) for life-safety and critical deployments
Keep account contacts and billing details current
Report incidents promptly with enough detail for us to reproduce or investigate
Follow status and maintenance notices; plan around notified windows where possible

CritiCall Ops is operational software, not an emergency service. For life-threatening emergencies in the UK, call 999.

7. Relationship with Terms

This SLA supplements the Terms and Conditions. If there is a conflict, the Terms prevail on liability caps and exclusions; this SLA prevails on uptime measurement and service credits. Nothing in this SLA increases our liability beyond the Terms.

8. Changes

We may update this SLA with reasonable notice (website post and/or email to account contacts). Changes apply from the next calendar month unless a signed agreement says otherwise. Material reductions during an active paid term will not apply until renewal without your consent.