Service Level Agreement
Version: 1.0 — April 2026
This SLA applies to ongoing maintenance, support, and retainer agreements with Terra Connect Ltd unless a bespoke SLA is agreed in writing.
1. Scope
This Service Level Agreement (“SLA”) defines the standards of service that Terra Connect Ltd (“we”, “us”) will deliver to clients (“you”, “Client”) under ongoing support and maintenance agreements, including:
- Website & web application maintenance
- Bug fixes and technical support
- Security updates and patches
- Performance monitoring
- AI automation system support
This SLA does not apply to one-off project work unless explicitly agreed in the project statement of work.
2. Support Hours
| Support Type | Availability | Channel |
|---|---|---|
| Standard Support | Monday–Friday, 09:00–18:00 GMT/BST | Email / Contact Form |
| Emergency Support (Critical issues) | 24/7 (response within SLA window) | Email marked URGENT |
| Scheduled Maintenance | Outside peak hours (typically 22:00–06:00 GMT) | Notified in advance |
Support is not available on UK public holidays. Emergency support is available 24/7 for Critical priority issues only.
3. Response & Resolution Times
Issues are classified by priority. Response time is the time from receipt of your support request to our initial acknowledgement. Resolution time is the target time to resolve the issue.
| Priority | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| Critical (P1) | System completely down; complete loss of core functionality affecting all users | 1 hour | 4 hours |
| High (P2) | Major feature unavailable; significant degradation affecting a large portion of users | 4 hours | 1 business day |
| Medium (P3) | Minor feature unavailable; workaround available; limited user impact | 1 business day | 3 business days |
| Low (P4) | Cosmetic issues, general enquiries, feature requests, documentation | 2 business days | Agreed per ticket |
4. Uptime Commitment
For hosted services and applications managed by Terra Connect Ltd, we target the following uptime:
| Service Tier | Monthly Uptime Target | Max Monthly Downtime |
|---|---|---|
| Standard Hosting | 99.5% | ~3.6 hours |
| Business Hosting | 99.9% | ~44 minutes |
| Enterprise Hosting | 99.95% | ~22 minutes |
Uptime excludes:
- Scheduled maintenance windows (minimum 48 hours’ notice provided)
- Downtime caused by third-party services (e.g. DNS, CDN, payment providers)
- Force majeure events
- Issues caused by Client-side changes or third-party integrations not managed by us
5. Scheduled Maintenance
We will give you at least 48 hours’ written notice of any planned maintenance that may affect service availability. Emergency maintenance required to address a critical security vulnerability may be performed without prior notice; we will notify you as soon as reasonably practicable.
6. Escalation Procedure
If you are not satisfied with the progress of your support request, you may escalate using the following process:
- Level 1: Contact your assigned account manager via email: hello@terraconnect.co.uk
- Level 2: If unresolved within the target resolution time, escalate by emailing with the subject “ESCALATION – [Ticket Reference]”
- Level 3: Formal complaints can be raised via our Complaints Policy
7. Client Responsibilities
To enable us to meet this SLA, you agree to:
- Provide clear, complete information when raising support requests
- Respond promptly to requests for information or clarification from our team
- Notify us immediately of any issues or outages you observe
- Not make changes to managed systems without our prior written approval
- Maintain up-to-date contact details on your account
8. SLA Credits
If we fail to meet the uptime commitments in Section 4, you may be entitled to service credits as follows:
| Monthly Uptime Achieved | Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.49% | 5% |
| 95.0% – 98.99% | 10% |
| Below 95% | 20% |
Credits must be claimed within 30 days of the affected month and are applied to your next invoice. Credits are the sole remedy for service level failures unless otherwise agreed in writing.
9. Reporting
We provide a monthly summary report including uptime statistics, support tickets raised and resolved, and response/resolution times. Reports are delivered by email within 5 business days of the end of each calendar month.
10. SLA Review
This SLA is reviewed annually. We will notify you of any material changes at least 30 days before they take effect. Custom SLA terms can be agreed as part of your service agreement.
11. Contact
Support Email: hello@terraconnect.co.uk
Company: Terra Connect Ltd (Company No. 12492304)
Address: 57 Tonbridge Drive, Basildon, SS15 6ND, United Kingdom