Service Level Agreement
Last updated: December 2024
This Service Level Agreement ("SLA") defines the service levels, support terms, and commitments provided by GREENSIDE PARTNERS LTD to our clients. This SLA applies to all contracted services unless otherwise specified in individual service agreements.
1. Service Availability
We are committed to providing reliable services with high availability:
Uptime is calculated monthly, excluding scheduled maintenance windows and circumstances beyond our control.
2. Support Tiers
| Tier | Response Time | Availability | Channels |
|---|---|---|---|
| Standard | 24 business hours | Mon-Fri, 9:00-18:00 GMT | |
| Priority | 8 business hours | Mon-Fri, 9:00-18:00 GMT | Email, Phone |
| Enterprise | 4 hours | 24/7 | Email, Phone, Dedicated Manager |
3. Issue Priority Classification
| Priority | Description | Target Resolution |
|---|---|---|
| Critical (P1) | Service completely unavailable or major functionality broken | 4 hours |
| High (P2) | Significant impact on service, workaround may exist | 8 hours |
| Medium (P3) | Limited impact, service operational with minor issues | 24 hours |
| Low (P4) | Minor issues, feature requests, general inquiries | 72 hours |
4. Maintenance Windows
Scheduled maintenance is performed during low-impact periods:
- Standard Maintenance: Sundays, 02:00-06:00 GMT
- Emergency Maintenance: As required with minimum 1-hour notice when possible
- Advance Notice: 72 hours for planned maintenance affecting services
Scheduled maintenance does not count against uptime calculations.
5. Communication
We commit to transparent communication:
- Incident Updates: Every 30 minutes during P1 incidents
- Status Updates: Real-time status notifications via email
- Post-Incident Reports: Within 5 business days for P1/P2 incidents
- Monthly Reports: Availability reports for Enterprise clients
6. Service Credits
If we fail to meet our uptime commitment, eligible clients may receive service credits:
| Monthly Uptime | Service Credit |
|---|---|
| < 99.9% - ≥ 99.0% | 10% of monthly fee |
| < 99.0% - ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service credits must be requested within 30 days and are subject to verification.
7. Exclusions
This SLA does not apply to:
- Scheduled maintenance windows
- Force majeure events (natural disasters, wars, etc.)
- Third-party service outages beyond our control
- Client-caused issues or unauthorized modifications
- Network issues between client and our infrastructure
- Beta or trial services
8. Client Responsibilities
Clients are expected to:
- Maintain accurate contact information for support communications
- Report issues promptly through designated channels
- Provide reasonable cooperation in troubleshooting
- Maintain secure credentials and access controls
- Keep systems and integrations up to date
9. Escalation Path
- Level 1: Support Team — Initial contact and triage
- Level 2: Technical Lead — Complex technical issues
- Level 3: Senior Management — Unresolved critical issues
- Level 4: Director — Business-critical escalations
10. Review and Updates
This SLA is reviewed quarterly. Changes will be communicated to affected clients with 30 days notice unless legally required sooner.
11. Contact Information
Support Contact
Email: contact@greenside.partners
GREENSIDE PARTNERS LTD
20 Wenlock Road, London, N1 7GU
United Kingdom
Company Number: 16506494