This Service Level Agreement describes the support we aim to provide for subscription services. It does not promise uninterrupted availability or a specific uptime percentage unless your individual agreement says so.
1. Support hours
Monday to Friday, 9am to 5:30pm UK time, excluding UK bank holidays.
2. Response targets
We aim to meet the following first-response targets during support hours. These are targets, not guarantees.
| Priority | Example | First response target |
|---|---|---|
| Urgent | Your website or assistant is completely unavailable | 4 working hours |
| High | A key feature is not working correctly | 1 working day |
| Normal | Questions, minor issues and content changes | 2 working days |
3. Maintenance
We carry out routine maintenance and security updates. Where planned maintenance is likely to cause noticeable disruption, we will try to give advance notice and schedule it outside UK business hours.
4. Third-party dependencies
Our services depend on third-party infrastructure listed in the Subprocessor Register. Outages at those providers may affect availability. We will make reasonable efforts to restore service and keep you informed.
5. How to raise a support request
Email cailub.solutions@gmail.com or use the contact form, describing the issue, the affected service and how urgent it is.