Service Level Agreement
Last updated: [Date]
This Service Level Agreement ("SLA") describes our uptime commitment, support availability, and what happens when things go wrong. It forms part of your subscription to DMS, operated by Little Bits Software Limited.
1. Platform availability
Uptime target
We aim for 99.9% uptime for DMS, measured monthly. This means no more than approximately 43 minutes of unplanned downtime per month.
How we measure uptime
Uptime is calculated as:
(Total minutes in month − Downtime minutes) ÷ Total minutes in month × 100
Downtime means the platform is materially unavailable to you — i.e., you can't log in or use core features. Brief interruptions of less than 5 minutes are not counted as downtime.
What's excluded
The following don't count towards downtime:
- Scheduled maintenance — we'll give you at least 48 hours' notice for planned maintenance, and schedule it outside business hours (UK time) wherever possible.
- Force majeure — events beyond our reasonable control, such as natural disasters, internet outages, or third-party infrastructure failures.
- Your environment — issues caused by your internet connection, devices, browsers, or third-party integrations you've configured.
- Misuse — downtime resulting from a breach of our Terms of Service or Acceptable Use Policy.
2. Incident severity and response
When something goes wrong, we classify it by severity and respond accordingly:
| Severity | Description | Response time | Update frequency |
|---|---|---|---|
| Critical | Platform is down or a core feature is unusable for all users | Within 1 hour | Every 30 minutes until resolved |
| High | A major feature is impaired or unavailable for some users | Within 4 hours | Every 2 hours until resolved |
| Medium | A feature isn't working as expected, but a workaround exists | Within 1 business day | Daily until resolved |
| Low | A minor issue, cosmetic defect, or general question | Within 2 business days | As progress is made |
Response time means the time from when we become aware of the issue to when we acknowledge it and begin investigating. It does not guarantee resolution within that time.
Business hours are Monday to Friday, 9:00 AM – 5:30 PM UK time, excluding public holidays in England and Wales.
3. Support
How to contact us
- Email: [email protected]
- In-platform: Use the support feature within DMS (where available).
What we cover
Our support includes:
- Help with platform features and functionality.
- Troubleshooting errors and unexpected behaviour.
- Account and billing queries.
- Guidance on best practices and configuration.
What we don't cover
- Custom development or bespoke feature requests (these can be discussed separately).
- Issues caused by third-party services, your own integrations, or unsupported browsers/devices.
- Training — though we're happy to point you to our documentation.
4. Service credits
If we don't meet our uptime target in a given month, you may be eligible for service credits:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 5% of that month's fees |
| 95.0% – 99.0% | 10% of that month's fees |
| Below 95.0% | 25% of that month's fees |
How to claim
- Submit a credit request to [email protected] within 30 days of the affected month.
- Include the dates and times you experienced downtime.
- We'll verify the claim against our monitoring data and apply the credit to your next invoice.
Limits
- Credits are capped at 25% of your monthly fee for any single month.
- Credits are applied as a discount on future invoices — we don't issue cash refunds.
- Credits are your sole and exclusive remedy for downtime under this SLA.
5. Data backups
- We perform daily automated backups of all platform data.
- Backups are stored in a geographically separate location from the primary infrastructure.
- In the event of data loss, we'll work to restore your data from the most recent backup as quickly as possible.
- Backups are retained for 30 days on a rolling basis.
6. Communication during incidents
During incidents, we'll keep you informed through:
- Email notifications to your account's designated contact(s).
- Status page updates (where available).
After a significant incident, we'll provide a brief post-incident summary explaining what happened, what we did to fix it, and what we're doing to prevent it happening again.
7. Changes to this SLA
We may update this SLA from time to time. We'll give you at least 30 days' notice of any material changes. If a change reduces the level of service, you may terminate your subscription without penalty.
8. Contact
If you have questions about this SLA or need to report an issue:
Email: [email protected]