Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") forms part of the Terms & Conditions between ProfitLens Technologies Ltd, trading as ProfitLens UK ("we", "us", "our"), and the customer using the ProfitLens platform ("you", "your").

This SLA describes our uptime commitments, support response times, and maintenance procedures for the ProfitLens platform (the "Service").

2. Scope

This SLA applies to:

• The ProfitLens web application
• API services
• Data processing and storage
• Customer support

This SLA does not apply to:

• Third‑party integrations (e.g., bank feeds)
• User device or network issues
• Browser incompatibility
• Force majeure events

3. Uptime Commitment

ProfitLens UK aims to provide 99.5% uptime per calendar month.

This excludes:

• Scheduled maintenance
• Emergency maintenance
• Third‑party outages
• User‑caused issues
• Force majeure events

4. Scheduled Maintenance

We may perform scheduled maintenance to deploy updates, improve performance, or apply security patches.

We will provide at least 24 hours’ notice for scheduled maintenance where reasonably possible.

Maintenance typically occurs during low‑traffic hours.

5. Emergency Maintenance

We may perform emergency maintenance without notice if required to fix critical issues, address security vulnerabilities, or prevent data loss.

We will notify users as soon as reasonably possible following emergency work.

6. Support Availability

Support is available via email:

Email: support@profitlens.co.uk

Support hours:

• Monday–Friday
• 09:00–17:00 (UK time)
• Excluding UK public holidays

7. Support Response Times

We aim to respond within:

• Critical issues: 4 business hours
• High‑priority issues: 1 business day
• Standard issues: 2–3 business days
• Low‑priority requests: Up to 5 business days

These are targets, not guarantees.

8. Data Backups & Recovery

ProfitLens UK performs:

• Daily encrypted backups
• Off‑site redundancy
• Disaster recovery procedures

In the event of data loss caused by our systems, we aim to restore service within 24 hours.

We are not responsible for data deleted or corrupted due to user actions.

9. Service Credits

If uptime falls below 99.5% in a calendar month, users may request:

Service credit equal to 10% of the monthly subscription fee.

Conditions:

• Must be requested within 30 days of the incident
• Does not apply to annual plans (unless pro‑rated)
• Cannot exceed 50% of the monthly fee
• Cannot be exchanged for cash

Service credits are the sole remedy for downtime.

10. Exclusions

This SLA does not apply to downtime caused by:

• User error
• Internet or network issues outside our control
• Browser incompatibility
• Third‑party outages
• Force majeure events
• Beta or experimental features

11. User Responsibilities

You agree to:

• Maintain accurate account information
• Use supported browsers and devices
• Ensure stable internet connectivity
• Report issues promptly
• Not misuse or overload the Service

12. Changes to This SLA

We may update this SLA from time to time. Continued use of the Service constitutes acceptance of the updated terms.