Service Level Agreement

This Service Level Agreement applies to subscribers with an active, paid QuoteChase subscription and describes our target availability and support response times. It forms part of the Terms of Service and is subject to them, including the limitation of liability.

We target monthly availability of the core Service (the authenticated app and the public quote and invoice pages) of 99.5 percent, measured per calendar month. Availability means the Service is reachable and able to serve requests, excluding the periods listed below.

Exclusions

• Scheduled and emergency maintenance carried out in line with this SLA.
• Outages or degradation caused by third-party providers outside our reasonable control, including hosting, database, email, SMS and payment providers.
• Issues caused by your own connectivity, devices, configuration, or use of the Service in breach of the Terms.
• Force majeure events and internet-wide failures.
• Beta or clearly labelled experimental features.

We aim to carry out planned maintenance outside UK business hours and to give advance notice where it is likely to cause noticeable disruption. Occasionally we may need to perform emergency maintenance at short notice to protect security or stability.

Support is provided by email at support@quotechase.co.uk during UK business hours (Monday to Friday, excluding public holidays in England and Wales). We aim to acknowledge and prioritise requests according to their impact:

These are response targets, not resolution guarantees. We will keep you reasonably informed on progress for critical and high priority issues.

We take regular backups of the database and maintain the ability to restore the Service. You remain responsible for exporting and keeping your own copies of important records, which you can do as CSV from settings at any time.

If we materially and repeatedly miss the availability target for reasons within our control, contact us and we will review the position in good faith and may, at our discretion, offer a service credit or other reasonable remedy. Any such remedy is the exclusive remedy for missed targets under this SLA and is subject to the limitation of liability in the Terms.