Service Level Agreement | Standard Tonnage

1. Scope

This Service Level Agreement (“SLA”) applies to paid subscriptions to the Standard Tonnage service (“Service”). It forms part of the Terms of Service. It does not apply to free trials, evaluation accounts, or participation in the Beta Programme, which are provided on a reasonable-endeavours basis without service level guarantees.

2. Uptime commitment

We commit to the following monthly uptime for the Standard Tonnage dashboard and API endpoints (“Availability”):

Tier	Monthly Availability	Allowed downtime / month
Pro	99.5%	approx. 3h 39m
Enterprise	99.9%	approx. 43m 49s

Availability is measured as the percentage of minutes in a calendar month during which the Service is reachable and serving successful responses to a synthetic probe performed once per minute, against a control set of endpoints.

3. Exclusions

The following periods are excluded from the Availability calculation:

Scheduled maintenance: advertised at least 72 hours in advance, preferably outside UK business hours, and not exceeding 4 hours per calendar month.
Emergency maintenance required to respond to a security incident, vendor vulnerability, or similar exigent circumstance.
Force majeure events beyond our reasonable control, including acts of God, war, terrorism, industrial action, and nationwide internet or DNS outages.
Failures of customer configuration or equipment, including loss of customer credentials, incorrect DNS settings on customer-controlled domains, or browser/device issues.
Upstream third-party failures that are outside our control and for which we do not have a commercially reasonable alternative. This specifically includes outages of carrier tracking APIs (Maersk, CMA CGM, Hapag-Lloyd, MSC and similar), Twilio SMS/WhatsApp delivery infrastructure, Stripe, and the upstream connectivity of our cloud providers.
Suspension under the Acceptable Use Policy or the Terms of Service.

Where an upstream third-party failure materially affects the Service, we will still communicate proactively, even though the period is excluded from Availability calculation.

4. Service credits

If actual monthly Availability falls below the commitment for the Controller’s tier, the Controller is entitled to the following service credit, calculated as a percentage of the monthly subscription fee for the affected tier:

Monthly Availability	Service credit
≥ commitment	No credit
< commitment but ≥ 99.0%	10% of monthly fee
< 99.0% but ≥ 95.0%	25% of monthly fee
< 95.0%	50% of monthly fee

Service credits are the Controller’s sole and exclusive remedy for failure to meet the Availability commitment. Credits are issued against a future monthly invoice and cannot be exchanged for cash.

5. How to claim

To claim a service credit, email info@standardtonnage.co.uk within 30 days of the end of the affected calendar month, including the Controller’s account name, the affected month, and a brief description of the observed impact. We will respond within 10 business days, confirming the calculated Availability and, if a credit is due, applying it to the next invoice.

6. Support response times

Support requests are handled via email to support@standardtonnage.com (or in-app chat once available).

Severity	Definition	Pro — first response	Enterprise — first response
S1 — Critical	Service unavailable or alerts not delivering for multiple customers.	4 business hours	1 hour, 24×7
S2 — High	Major functionality impaired for the Controller; no workaround.	1 business day	4 business hours
S3 — Normal	Non-critical issue or a usability question.	2 business days	1 business day
S4 — Low	Feature request, documentation query.	5 business days	3 business days

Business hours are 09:00–17:30 UK time, Monday to Friday, excluding English bank holidays. Enterprise 24×7 coverage applies to S1 only.

7. Change windows and communications

Scheduled maintenance is announced by email to the Controller’s account owner and on our status page (when published). Unscheduled incidents are communicated as soon as we have a reliable understanding of impact and anticipated resolution time. Post-incident reviews are published for any S1 event.

8. Data durability

Our RPO is 24 hours and RTO is 4 hours for the primary production database. Backups are tested quarterly. In the event that production data is lost and cannot be recovered, we will inform affected Controllers without undue delay.

9. Alert delivery channels

Alert delivery depends on upstream providers (Twilio for SMS and WhatsApp, our email provider for email). Availability of alert delivery is measured separately from the dashboard/API Availability and is subject to the published uptime of those providers. Where a delivery channel is unavailable, the Service will attempt to fall back to a secondary channel (for example, from WhatsApp to SMS, or SMS to email) in accordance with the Controller’s configuration.

10. Changes to this SLA

We may update this SLA from time to time. Material changes will be notified in accordance with the Terms of Service, giving affected Controllers at least 30 days to review. No change will reduce commitments already earned in respect of a completed calendar month.