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Service Level Agreement

Last Updated: November 2025

1. Introduction

This Service Level Agreement ("SLA") describes the commitments DigitalWTN makes regarding uptime, support response times, and service quality for our digital waste tracking platform.

This SLA applies to all paid subscription plans and is effective from the date of your subscription activation.

2. Service Availability

2.1 Uptime Commitment

DigitalWTN commits to maintaining a 99.5% uptime for the platform, measured monthly.

2.2 Planned Maintenance

Scheduled maintenance windows will be announced at least 48 hours in advance via email and will typically occur during off-peak hours (00:00 - 04:00 GMT). Planned maintenance is excluded from uptime calculations.

2.3 Exclusions

The following are excluded from uptime calculations:

  • Scheduled maintenance windows
  • Issues caused by factors outside our control (e.g., ISP outages, DDoS attacks)
  • Issues caused by customer's equipment, software, or internet connection
  • Emergency security patches or updates

3. Support Response Times

3.1 Support Channels

Support is available via:

3.2 Support Hours

Standard support is available Monday to Friday, 09:00 - 17:00 GMT, excluding UK public holidays.

3.3 Response Time Targets

Priority Level Description Response Time
Critical Platform unavailable or major functionality broken 2 hours
High Significant feature impairment affecting multiple users 4 hours
Medium Feature issue with workaround available 1 business day
Low General questions, feature requests, minor issues 2 business days

4. Data Security & Backup

4.1 Data Backup

All customer data is backed up daily with a 30-day retention period. Backups are stored in geographically separate locations for redundancy.

4.2 Data Recovery

In the event of data loss, we commit to restoring data from the most recent backup within 24 hours of notification.

4.3 Security

All data is encrypted in transit (TLS 1.3) and at rest (AES-256). We maintain SOC 2 Type II compliance and conduct regular security audits.

5. Service Credits

5.1 Eligibility

If we fail to meet our 99.5% uptime commitment in any given month, you may be eligible for service credits as follows:

Monthly Uptime Service Credit
99.0% - 99.5% 10% of monthly subscription
95.0% - 99.0% 25% of monthly subscription
Below 95.0% 50% of monthly subscription

5.2 Claiming Credits

To claim service credits, you must submit a request to hello@digitalwtn.co.uk within 30 days of the end of the affected month. Credits will be applied to your next billing cycle.

6. Limitations

This SLA represents our sole liability for service availability and performance issues. Service credits are your exclusive remedy for any SLA violations.

Maximum aggregate service credits in any 12-month period shall not exceed 50% of the total fees paid during that period.

7. Changes to This SLA

We may update this SLA from time to time. We will notify you of any material changes via email at least 30 days before they take effect.

8. Contact

For questions about this SLA, please contact us at hello@digitalwtn.co.uk.