Service Level Agreement
deaf.support · Last updated: 3 March 2026
1. Scope
This SLA applies to:
- -Priority plan subscribers (individual and organisational).
- -White-label clients (all tiers of white-label deployment).
The Community (free) tier is provided on a best-efforts basis and is not covered by this SLA.
2. Uptime commitment
| Plan | Monthly uptime target | Measurement period |
|---|---|---|
| Priority | 99.5% | Calendar month |
| White-label | 99.5% | Calendar month |
Uptime is defined as the platform being accessible and functional for video calling. Scheduled maintenance windows are excluded from uptime calculations (see Section 5).
99.5% uptime allows for a maximum of approximately 3 hours 39 minutes of unplanned downtime per calendar month.
3. Support response times
| Plan | Support channel | Response time (business hours) |
|---|---|---|
| Priority | Within 1 business day | |
| White-label | Within 1 business day | |
| White-label (enhanced) | Email + dedicated channel | Within 4 business hours |
Business hours: Monday–Friday, 09:00–17:00 UK time, excluding UK public holidays.
Support requests should be submitted via our contact page.
For White-label clients, a dedicated support contact and channel will be confirmed at onboarding.
4. Incident classification
| Severity | Definition | Target resolution |
|---|---|---|
| P1 | Platform completely unavailable - no calls can be made | 4 business hours |
| P2 | Significant degradation - calls affected for multiple users | 1 business day |
| P3 | Minor issue - limited impact, workaround available | 3 business days |
| P4 | General question or non-urgent request | 5 business days |
5. Scheduled maintenance
- -Scheduled maintenance will be communicated at least 48 hours in advance by email.
- -Maintenance is typically performed outside UK business hours (evenings or weekends).
- -Scheduled maintenance windows are excluded from uptime calculations.
- -White-label clients with a dedicated server have maintenance scheduled independently and will be notified separately.
6. Remedies for SLA breach
If monthly uptime falls below the committed level, affected clients are entitled to a service credit:
| Uptime achieved | Credit |
|---|---|
| 99.0% – 99.4% | 10% of monthly fee |
| 98.0% – 98.9% | 25% of monthly fee |
| Below 98.0% | 50% of monthly fee |
Credits are applied to the next billing cycle. Credits are the sole remedy for uptime failures and do not entitle the client to terminate the contract early.
To claim a credit, use our contact page within 14 days of the end of the affected month.
7. Exclusions
This SLA does not apply to downtime caused by:
- -Events outside our reasonable control (force majeure, internet infrastructure failures, DDoS attacks).
- -Client-side issues (browser incompatibility, local network problems, client's own infrastructure).
- -Scheduled maintenance communicated in advance.
- -Suspension of service due to non-payment or breach of Terms of Service.
- -Third-party service failures beyond our control (e.g. DNS provider, payment processor).
8. White-label - dedicated server commitments
White-label clients receive a dedicated UK server isolated from all other clients. Additional commitments:
- -Server resources are not shared with any other deaf.support client.
- -Backups are performed at least weekly.
- -Server software (OS, security patches) is maintained and updated as part of the monthly fee.
- -Major infrastructure changes (e.g. server migration) will be communicated at least 7 days in advance.
9. Monitoring and reporting
- -Platform status is monitored continuously.
- -White-label clients may request a monthly uptime report on request.
- -Incident communications are sent to the registered contact email within 1 hour of a P1 incident being identified.
10. Contact
This SLA is incorporated by reference into the deaf.support Terms of Service and White-label Service Agreement.