This Service Level Agreement ("SLA") describes the availability and support commitments Spalce Technologies Ltd makes for its managed and subscription-based services. It applies to customers with an active paid subscription and forms part of the broader Terms of Service. Specific engagements may modify or supplement these commitments through a signed order form or statement of work.
1. Scope
This SLA applies to production environments of Spalce-managed services that are explicitly identified as in-scope in a signed order form. Non-production environments (such as staging, sandbox, or trial accounts) and free services are excluded from these commitments.
2. Definitions
- "Service" means the Spalce-managed application, platform, or hosted environment identified in the order form.
- "Monthly Uptime Percentage" means the total number of minutes in a calendar month minus minutes of Unavailability, divided by the total number of minutes in that month.
- "Unavailability" means a period during which the Service returns a server error to all incoming requests, excluding Scheduled Maintenance and the Exclusions listed below.
- "Severity" categorises the business impact of an incident as defined in the Response Times table.
3. Uptime Targets and Service Credits
Spalce targets the following Monthly Uptime Percentages for in-scope production services. If we fail to meet a target in a given calendar month, you may request service credits as set out below, subject to the claim process in Section 7.
| Plan | Monthly Uptime Target | Service Credit if Missed |
|---|---|---|
| Standard | 99.5% | 5% of monthly fee for the affected service |
| Business | 99.9% | 10% of monthly fee for the affected service |
| Enterprise | 99.95% | 25% of monthly fee for the affected service |
4. Incident Response and Resolution Targets
When you raise an incident through the agreed support channel, Spalce targets the following response and resolution timeframes based on incident severity. Response time is measured from receipt of a valid ticket; resolution time is a target, not a guarantee.
| Severity | Description | Response Time | Resolution Target |
|---|---|---|---|
| S1 - Critical | Service unavailable or severely degraded for all users. | 15 minutes | 4 hours |
| S2 - High | Major functionality impaired; significant business impact. | 1 hour | 8 business hours |
| S3 - Medium | Partial impact or non-critical feature affected; workaround available. | 4 business hours | 2 business days |
| S4 - Low | General questions, feature requests, or minor issues. | 1 business day | Next maintenance window |
5. Support Tiers and Hours
Support hours and channels vary by plan as set out below. All times are based on Greenwich Mean Time (GMT), the local time zone of our headquarters in Accra, Ghana.
| Plan | Support Hours | Channels | Dedicated Contact |
|---|---|---|---|
| Standard | Business hours, Mon-Fri | Email, Portal | Shared queue |
| Business | Extended hours, Mon-Sat | Email, Portal, Chat | Named account engineer |
| Enterprise | 24x7 for S1/S2 incidents | Email, Portal, Chat, Phone | Technical Account Manager |
6. Exclusions
The uptime commitments do not apply to unavailability caused by:
- Scheduled Maintenance announced at least 48 hours in advance.
- Emergency maintenance reasonably required to address a security or stability risk.
- Force majeure events, including natural disasters, government action, or large-scale internet outages.
- Customer-side issues, including misconfiguration, denial-of-service attacks targeted at Customer accounts, or use of the Service outside documented limits.
- Failures of third-party services or infrastructure not under Spalce's direct control.
7. Service Credit Claim Process
To claim a service credit, you must submit a written request to your account manager or [email protected] within thirty (30) days of the end of the calendar month in which the SLA was not met. The request must include the affected service, dates and times of unavailability, and any supporting logs.
Approved service credits will be applied to a future invoice. Service credits are the sole and exclusive remedy for any failure to meet the commitments in this SLA, and the total credits awarded in any month will not exceed the monthly fee for the affected service.
8. Security and Compliance
Spalce operates its services in alignment with ISO/IEC 27001 controls and GDPR data-processing requirements. Specific compliance documentation (including data-processing addenda, sub-processor lists, and audit reports) is available to Enterprise customers upon request and under appropriate confidentiality.