This Service Level Agreement applies to Enterprise plan customers only. Starter and Business plan customers are covered by the Terms of Service.
This Service Level Agreement ("SLA") is entered into between Aigis Ltd ("we", "us", "Provider") and the Enterprise customer ("you", "Customer") and forms part of the SafeTrace Terms of Service.
This SLA sets out the service standards that Aigis Ltd commits to maintaining for the SafeTrace platform, and the remedies available to the Customer if those standards are not met.
Aigis Ltd commits to maintaining the following availability targets for the SafeTrace platform:
| Service | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| SafeTrace Web Dashboard | 99.9% | ~43 minutes |
| SafeTrace Mobile App | 99.9% | ~43 minutes |
| SOS Alert System | 99.9% | ~43 minutes |
| Push Notifications | 99.5% | ~3.6 hours |
"Downtime" means the total accumulated minutes during a calendar month during which the Service is unavailable, excluding scheduled maintenance and excluded events as set out in section 5.
Aigis Ltd will respond to support requests within the following timeframes:
| Priority | Description | Response Time | Resolution Target |
|---|---|---|---|
| P1 — Critical | Service completely unavailable or SOS system not functioning | 2 hours (24/7) | 8 hours |
| P2 — High | Major feature unavailable, significant impact on operations | 4 hours (24/7) | 24 hours |
| P3 — Medium | Minor feature unavailable, workaround available | 8 business hours | 5 business days |
| P4 — Low | General enquiry, cosmetic issue or feature request | 2 business days | As agreed |
Business hours are defined as 09:00–17:30 Monday to Friday (UK time), excluding UK public holidays. P1 and P2 support is available 24 hours a day, 7 days a week.
Support requests should be submitted to support@aigishq.com.
If Aigis Ltd fails to meet the monthly uptime target, the Customer is entitled to service credits as follows:
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly fee |
| 95.0% – 98.9% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Service credits are the Customer's sole and exclusive remedy for any failure by Aigis Ltd to meet the uptime commitments in this SLA. Credits will be applied to the Customer's next invoice and cannot be exchanged for cash.
To claim a service credit, the Customer must submit a request to support@aigishq.com within 30 days of the end of the affected calendar month.
The following are excluded from uptime calculations and do not count as downtime for the purposes of this SLA:
Aigis Ltd may carry out planned maintenance that temporarily affects service availability. We commit to:
Emergency maintenance required to maintain security or prevent data loss may be carried out with shorter notice.
Service availability is measured as follows:
Uptime reports are available upon request. Customers may also monitor service status at aigishq.com.
To benefit from this SLA, the Customer agrees to:
This SLA is governed by the laws of England and Wales. Any disputes arising from this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.
This SLA forms part of, and is subject to, the SafeTrace Terms of Service. In the event of any conflict, the Terms of Service shall prevail except in relation to service level matters where this SLA shall take precedence.
For any questions relating to this Service Level Agreement, please contact:
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