Service Level Agreement and Support Policy

1.1.

This Service Level Agreement (SLA) sets out the availability, commitment and support Setyl Ltd (Setyl, we, us or our) provides for the Setyl IT asset management platform (the Services).

1.2.

This SLA forms part of, and is incorporated into, the agreement under which you receive the Services (the Agreement). Words defined in the Agreement have the same meaning here. If there is any conflict between this SLA and the Agreement on the subject of service levels, this SLA prevails.

1.3.

This SLA applies for as long as you are subscribed to the Services and are not in material breach of the Agreement (including payment obligations).

2.1.

We will use commercially reasonable efforts to make the Services available with a Monthly Uptime Percentage of at least 99.9%, measured over each calendar month.

2.2.

“Monthly Uptime Percentage” means: (total minutes in the calendar month − Downtime minutes) ÷ total minutes in the calendar month × 100.

2.3.

“Downtime” means any period during which the core functions of the Services are not available to you, as measured by our monitoring systems, excluding any Excluded Downtime (clause 4).

3.1.

If we do not meet the availability commitment in a given calendar month, you may request a service credit as your sole and exclusive remedy for that failure. Service credits are calculated as a percentage of the monthly Fees for the affected Services (i.e. the annual Fees divided by twelve):

3.2.

To claim a service credit, you must submit a request to hello@setyl.com within 30 days after the end of the affected month, including the dates and times of the Downtime you experienced. We will validate the claim against our monitoring records.

3.3.

Approved service credits are applied against future Fees (or, if no further Fees are payable, refunded). The total service credits in any calendar month will not exceed 25% of that month’s Fees. Service credits are not payable where the Agreement has been terminated for your non-payment or material breach.

4.1.

The availability commitment does not apply to, and Downtime does not include, unavailability caused by:

5.1.

Support hours. We provide customer support during our normal business hours of 9:00am to 5:00pm UK time, Monday to Friday, excluding public holidays in England (Support Hours).

5.2.

How to get support. You can reach our support team by email at hello@setyl.com, through our in-product support, and via our Support Centre at help.setyl.com.

5.3.

Severity levels and target response times. We prioritise support requests by their impact and aim to provide an initial response within the following targets. Response times are measured during Support Hours and are targets, not guarantees.

5.4.

What a response means. An “initial response” means acknowledgement by a member of our support team who has begun to assess the request. It is not a commitment to resolve the issue within that time. We will use reasonable efforts to resolve issues promptly and will keep you informed of progress on P1 and P2 issues.

5.5.

Your cooperation. To help us resolve issues efficiently, please provide a clear description of the problem, the steps to reproduce it, the affected users, and any error messages or screenshots. We may ask for further information and reasonable assistance to diagnose and resolve a request.

6.1.

We publish the operational status of the Services, including incidents and scheduled maintenance, at status.setyl.com. We recommend subscribing to status updates so you are notified of any incidents affecting the Services.

7.1.

We may update this SLA from time to time. Where a change materially reduces the service levels, we will give reasonable prior notice and the change will take effect from your next Renewal Period. The current version is published at setyl.com/legal.