Service Credit Policy SLA

Introduction

This service credit policy, (“Service Credit Policy”) outlines the circumstances under which we will issue service credits to customers if our SLA commitments are not met. Service credits provide compensation for downtime or failure to meet response/resolution times as defined in the SLA. This policy ensures transparency and fairness while maintaining alignment with industry standards.

1. Eligibility for Service Credits

Service credits are issued to customers if we fail to meet:

  1. Uptime Commitment: Less than 99.9% uptime during our fiscal quarter.
  2. Support SLA Commitments: Failure to meet response/resolution time commitments on five (5) separate occasions within any calendar month.

2. Calculation of Service Credits

2.1 Uptime Commitment Failure

If we fail to meet our uptime commitment, service credits are calculated as follows:

Service Credit = Fee Paid During Downtime Period x 10

  • The downtime percentage is calculated using server monitoring tools that measure unavailability during each of our fiscal quarters.
  • Downtime excludes scheduled maintenance, external network issues, and other exclusions listed in the SLA.

2.2 Support SLA Failure

If we fail to meet our Support SLA response/resolution time commitments on five (5) separate occasions within a calendar month, the service credit will equal 5% of the monthly Fee paid for that calendar month.

3. Maximum Cap on Service Credits

Service credits are capped at a maximum amount of the total Fee paid for the affected calendar month. For example:

  • If a customer pays £5,000 per month and downtime results in calculated credits exceeding £5,000, the maximum credit applied will be £5,000.

4. Example Calculations

Example 1: Uptime Commitment Failure

  • Monthly Fee: £5,000
  • Downtime Percentage: 0.556% (12 hours of downtime in a fiscal quarter).
  • Credit Multiplier: 10x downtime percentage.
  • Service Credit: £5,000 × 0.556% × 10 = £278.

Example 2: Support SLA Failure

  • Monthly Fee: £5,000
  • Five missed response/resolution times in a calendar month trigger a service credit of:
    Service Credit = £5,000 x 5% = £250

5. Terms and Conditions

  1. Service credits are not refunds and cannot be exchanged for cash.
  2. Service credits require customers to report SLA failures within 7 days of the incident.
  3. Credits are applied to future invoices and expire upon termination of the Contract.
  4. Downtime exclusions include:
  • Scheduled maintenance (carries out with at least 48 hours’ notice).
  • External network issues outside our control.
  • Force majeure events (e.g., natural disasters, war).
  • Issues caused by customer hardware/software or operator errors.

6. Sole Remedy Clause

Service credits are the sole and exclusive remedy for any failure by us to meet our obligations under the SLA.

7. Updates to This Policy

Lets Flo may update this Service Credit Policy periodically as our business evolves or as required by changes in our services or SLAs. Customers will be notified of updates in writing.

8. Contact Information

For questions about this Service Credit Policy or to request service credits, please contact Lets Flo Support at support@letsflo.co.