Service Level Agreement

This Service Level Agreement (the "SLA") sets out the availability commitment for the clmSpace portal and API (together, the "Service") and the service credits available if we fall short. It forms part of the Master Services Agreement between you and Rated Counsel Limited (t/a clmSpace) ("clmSpace").

1. Availability commitment

We commit to 99.9% monthly availability of the portal and API, measured per calendar month. Availability is measured by synthetic probes run from outside our production environment against a representative set of read-only endpoints, including a health check, at a frequency of one probe per endpoint per minute. All times in this SLA are expressed in UK time (Europe/London).

Live availability is published at app.clmspace.com/status.

2. Definitions

Downtime

A period during which the Service is unavailable, established by three or more consecutive failed synthetic probes to the same endpoint. Downtime begins at the timestamp of the first failed probe in such a run and ends at the timestamp of the first subsequent successful probe.

Monthly availability

(total scheduled minutes − downtime minutes) / total scheduled minutes, expressed as a percentage, for the calendar month.

Excluded events

The following do not count as Downtime:

• Planned maintenance announced at least 48 hours in advance via email or the status page.
• Force majeure events outside our reasonable control, including major cloud-provider outages affecting a full Azure region.
• Issues caused by customer-supplied integrations, networks, or credentials (e.g., expired connector OAuth secrets, SharePoint or Google Drive permission misconfigurations).
• Beta or preview features explicitly marked as such in the portal.

3. Service credits

If monthly availability falls below 99.9%, you may claim a service credit on the following ladder. Each credit is calculated as a percentage of the subscription fee attributable to the affected calendar month (the “monthly fee”): for an annual subscription, one twelfth of the annual fee; for a monthly subscription, the fee for that month.

• Monthly availability < 99.9% and ≥ 99.0%: 5% credit.
• Monthly availability < 99.0% and ≥ 97.0%: 10% credit.
• Monthly availability < 97.0%: 25% credit.

Service credits are your sole and exclusive remedy for any availability failure, and the aggregate credits issued in any calendar month will not exceed 25% of the monthly fee.

4. Support response targets

We aim to acknowledge support requests within the target times below, measured from receipt during business hours (09:00 to 18:00 UK time, Europe/London, Monday to Friday, excluding England and Wales public holidays). Targets describe our acknowledgement and engagement commitment; they are not a guaranteed time to resolution.

• Severity 1 (critical): the Service is unavailable or a core workflow is unusable for most users, with no reasonable workaround. Target acknowledgement within 2 business hours.
• Severity 2 (high): a major function is significantly impaired for many users, or a workaround is burdensome. Target acknowledgement within 1 business day.
• Severity 3 (medium): a non-critical function is impaired or a defect affects a limited set of users, with a reasonable workaround available. Target acknowledgement within 2 business days.
• Severity 4 (low): questions, configuration help, cosmetic issues, and feature requests. Target acknowledgement within 3 business days.

We assign the initial severity in good faith based on the information provided and may adjust it as more is learned, in consultation with you. Support requests reach us at support@clmspace.com.

5. Claim process

1. Email sla@clmspace.com within 30 days of the end of the affected month.
2. Include your tenant identifier, the calendar month in question, and any incident references from app.clmspace.com/status.
3. We will verify the claim against our probe history and respond within 10 business days.
4. Approved credits are applied to the next invoice following the claim decision. Credits have no cash value and expire on termination of your subscription.

6. Status page

The public status page at app.clmspace.com/status publishes 24-hour, 7-day, and 30-day uptime, p95 latency, the 30-day uptime calendar, and a list of recent incidents. It is the authoritative source for availability data used in service-credit calculations.

7. Changes

We may update this SLA from time to time. Material reductions in the availability commitment or credit ladder will be communicated at least 30 days before they take effect. Prior versions are available on request.

8. Contact

For SLA claims: sla@clmspace.com. For all other legal notices: legal@clmspace.com.