Service Level Agreement
1. Definitions
- "Availability" means the percentage of time in a calendar month during which a ITLOX Service is accessible and operational, excluding Scheduled Maintenance and Excused Downtime.
- "Downtime" means a continuous period of greater than five (5) minutes during which the Service is not Available.
- "Scheduled Maintenance" means planned maintenance work carried out by ITLOX during designated maintenance windows, of which at least 48 hours' advance notice has been given.
- "Emergency Maintenance" means unplanned maintenance required to address a critical security vulnerability or prevent imminent system failure, for which advance notice may not be practicable.
- "Excused Downtime" means unavailability caused by: (a) Scheduled or Emergency Maintenance; (b) Customer actions or omissions; (c) Third-party service failures beyond ITLOX's reasonable control; (d) Force majeure events; (e) Internet or network outages beyond ITLOX's infrastructure boundary; or (f) Denial-of-service or cyberattack events.
- "Monthly Uptime Percentage" means (Total Minutes in Month − Unexcused Downtime Minutes) ÷ Total Minutes in Month × 100.
- "Service Credit" means a credit applied to future invoices as a remedy for breach of SLA commitments.
- "Incident" means any unplanned interruption to or reduction in quality of a Service.
- "Business Hours" means 09:00–18:00 GMT/BST, Monday to Friday, excluding UK public holidays.
- "24/7 Support" means support available at all hours, including weekends and public holidays, applicable to Priority and Enterprise tiers.
2. Service Availability Commitments
2.1 AegisWire — Enterprise Network Security
| Tier | Monthly Uptime Target | Max Allowed Downtime/Month |
|---|---|---|
| Standard | 99.9% | ~43 minutes |
| Enterprise | 99.95% | ~22 minutes |
2.2 SynthLabTech — Industrial Data Platform
| Tier | Monthly Uptime Target | Max Allowed Downtime/Month |
|---|---|---|
| Standard | 99.9% | ~43 minutes |
| Enterprise | 99.99% | ~4 minutes |
2.3 AegisWire VPN — Consumer and Business
| Plan | Monthly Uptime Target | Max Allowed Downtime/Month |
|---|---|---|
| Consumer | 99.5% | ~3.6 hours |
| Business | 99.9% | ~43 minutes |
2.4 CareOSP — Healthcare Operating Environment
CareOSP availability commitments are defined in individual enterprise agreements, reflecting the critical nature of healthcare environments and the bespoke infrastructure requirements of each deployment. Prospective customers should contact ITLOX to discuss appropriate SLA terms.
3. Scheduled Maintenance Windows
ITLOX carries out scheduled maintenance during the following standard windows to minimise impact:
- Standard window: Sunday 02:00–06:00 UTC
- Extended maintenance (if required): Sunday 00:00–08:00 UTC, with minimum 72 hours' advance notice
Maintenance notices are communicated via email to registered account contacts and, where applicable, via in-product notifications. Emergency Maintenance may be carried out outside of scheduled windows where necessary to protect the security or integrity of the Service.
4. Support Tiers and Response Times
4.1 Incident Severity Classification
| Severity | Description | Example |
|---|---|---|
| Critical (P1) | Complete service outage or critical security incident affecting all users | Platform inaccessible; data breach suspected |
| High (P2) | Significant impairment of core functionality for majority of users | Data ingestion failing; authentication errors |
| Medium (P3) | Partial impairment of functionality; workaround available | Specific feature degraded; reporting delays |
| Low (P4) | Minor issues, cosmetic defects, or general enquiries | UI display issue; documentation query |
4.2 Response and Resolution Targets
| Severity | Standard — Initial Response | Priority — Initial Response | Enterprise — Initial Response |
|---|---|---|---|
| P1 — Critical | 4 hours (Business Hours) | 1 hour (24/7) | 30 minutes (24/7) |
| P2 — High | 8 hours (Business Hours) | 4 hours (24/7) | 2 hours (24/7) |
| P3 — Medium | 2 Business Days | 1 Business Day | 4 hours (Business Hours) |
| P4 — Low | 5 Business Days | 3 Business Days | 2 Business Days |
Response time targets are measured from the time a valid support request is received by ITLOX. Resolution targets are reasonable objectives and are not guaranteed; resolution times depend on the nature and complexity of the issue. ITLOX will provide regular status updates for all open P1 and P2 incidents.
5. Service Credits
Where ITLOX fails to meet the applicable Availability commitment in any calendar month, eligible customers may claim Service Credits as follows:
| Monthly Uptime Achieved | Service Credit (% of Monthly Fee) |
|---|---|
| Below SLA target but above 99.0% | 10% |
| 99.0% – 95.0% | 25% |
| Below 95.0% | 50% |
Service Credits are subject to the following conditions:
- Credit claims must be submitted in writing to ITLOX within thirty (30) days of the end of the month in which the SLA breach occurred
- Claims must include the dates, times, and duration of the affected period
- Service Credits apply only to the specific Service affected; they do not apply across multiple Services
- Service Credits are the Customer's sole and exclusive remedy for SLA breaches and do not affect any other rights under applicable law
- Total Service Credits in any calendar month shall not exceed 50% of the monthly fee for the affected Service
- Service Credits are non-transferable, have no cash value, and will be applied as credits against future invoices only
- Credits are not available to customers in breach of ITLOX Terms of Service or in arrears on payment
6. Customer Responsibilities
To enable ITLOX to meet its service level commitments, Customers are responsible for:
- Maintaining appropriate internet connectivity and compatible systems at their end
- Promptly reporting incidents and providing accurate, complete information to support requests
- Designating authorised contacts who are empowered to raise and manage support requests
- Applying security updates and patches to customer-managed components in a timely manner
- Not using the Service in a manner that adversely impacts service quality for other customers
- Cooperating with ITLOX engineers during incident investigation and resolution
7. Exclusions
ITLOX's availability commitments and Service Credit obligations do not apply to unavailability caused by:
- Scheduled or Emergency Maintenance
- Actions or omissions of the Customer or its authorised users
- Customer's failure to follow ITLOX instructions, documentation, or best-practice guidance
- Third-party services, APIs, or integrations not under ITLOX's control
- Force majeure events (including natural disasters, acts of government, pandemic, and war)
- Distributed denial-of-service attacks, cyberattacks, or other malicious acts directed at ITLOX infrastructure
- Internet backbone or network outages beyond ITLOX's infrastructure boundary
- Hardware failures at the Customer's premises
- Beta, preview, or early access features explicitly designated as such
8. Incident Communication
ITLOX will communicate service incidents as follows:
- P1 Incidents: Initial notification within 30 minutes of detection; updates at minimum every 60 minutes until resolution; post-incident report within 5 Business Days
- P2 Incidents: Initial notification within 2 hours of detection; updates at minimum every 4 hours; post-incident summary upon resolution
- P3 and P4: Communication via standard support channels
9. Governing Law
This Service Level Agreement is governed by the laws of England and Wales and is incorporated into and subject to the ITLOX Terms of Service. In the event of any conflict between this SLA and the Terms of Service, the Terms of Service shall prevail except to the extent expressly superseded by a separately executed enterprise agreement.
10. Contact
To raise a support request or submit a Service Credit claim, please contact contact@itlox.com with the subject line "Support Request" or "SLA Credit Claim" as appropriate. Enterprise customers should use their designated support channel as specified in their enterprise agreement.