Service Level Agreement (SLA) for AgencySoftware.io

1. Definitions

Client: The agency or organization receiving services

Platform: The AgencySoftware.io software, tools, and infrastructure

Uptime: The percentage of time the platform is available to users

Business Hours: Monday to Friday, 9am – 5pm UK time (excluding holidays)

2. Uptime Commitment

AgencySoftware.io commits to 99.5% uptime per calendar month, excluding scheduled maintenance and factors beyond our control (e.g., DDoS attacks, internet outages).We use third-party hosting providers (e.g., HighLevel, AWS) to deliver reliable performance and scalability.

3. Support Response Times

Severity LevelExampleFirst Response TimeCritical (P1)Platform outage, major functionality downWithin 2 business hoursHigh (P2)Key feature broken, partial disruptionWithin 4 business hoursMedium (P3)Minor issues, UI bugs, errorsWithin 1 business dayLow (P4)Feature requests, general enquiriesWithin 2 business days

4. Maintenance

We may conduct scheduled maintenance outside of business hours. Advance notice (minimum 24 hours) will be provided for any maintenance expected to affect system availability.

5. Client Responsibilities

To help us deliver excellent service, you agree to:

Keep your user credentials secure

Use the platform as intended and follow provided guidance

Report issues promptly and with as much detail as possible

6. Service Credits

If uptime falls below 99.5% in a calendar month, you may request a service credit of:

5% of your monthly fee if uptime is 98%–99.49%

10% of your monthly fee if uptime is below 98%

To claim a service credit, submit a written request to support@agencysoftware.io within 14 days of the incident.

7. Limitations

This SLA does not apply to:

Free or trial accountsIssues caused by client configurations or third-party integrationsDowntime due to force majeure or scheduled maintenance

8. Contact

If you need support or have questions about this SLA, contact us:

Email: support@agencysoftware.io

By using our services, you acknowledge and agree to the terms of this SLA.