Service
Service Level Agreement
Last updated: July 2026
1. Scope
This Service Level Agreement (SLA) applies to all paid subscribers of ETSS (LiP Pro, Solicitor, Barrister, and Law Firm plans). It sets out the uptime commitment, support response times, and remedies available if we fail to meet these targets.
2. Uptime Commitment
| Metric | Target |
|---|---|
| Monthly uptime | 99.5% |
| Maximum allowed downtime/month | 3 hours 39 minutes |
| Recovery Time Objective (RTO) | 1 hour |
| Recovery Point Objective (RPO) | 4 hours |
Uptime is measured as the percentage of time the platform API and frontend are accessible and responding to requests. Scheduled maintenance windows are excluded.
3. Exclusions
The uptime commitment does not apply during:
- Scheduled maintenance (notified at least 24 hours in advance)
- Force majeure events (natural disasters, government actions, war)
- Issues caused by your internet connection or device
- Third-party service outages outside our control (e.g. Stripe, AWS region-wide failure)
- Denial of service attacks or other malicious activity
4. Support Response Times
| Severity | Description | Response | Resolution |
|---|---|---|---|
| Critical | Platform completely unavailable | 1 hour | 4 hours |
| High | Major feature unavailable (login, cases, documents) | 4 hours | 24 hours |
| Medium | Feature degraded but workaround exists | 24 hours | 5 business days |
| Low | Minor issue, cosmetic, feature request | 48 hours | Best effort |
Response times are measured during business hours: Monday–Friday, 9am–5pm GMT (excluding UK bank holidays).
5. Service Credits
If we fail to meet the 99.5% monthly uptime target, you are entitled to service credits:
| Monthly Uptime | Credit |
|---|---|
| 99.0% – 99.5% | 10% of monthly fee |
| 95.0% – 99.0% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Credits are applied to your next billing cycle. To claim, email support@modellawoffice.co.uk within 30 days of the affected period. Maximum credit per month: 50% of your subscription fee.
6. Maintenance Windows
Scheduled maintenance is performed during low-usage periods (typically Sunday 02:00–06:00 GMT). We will notify you at least 24 hours in advance via email or platform announcement. Emergency maintenance may occur without advance notice if required for security or data integrity.
7. Data Protection
Database backups: automated daily, 7-day retention. Point-in-time recovery available. All data encrypted at rest and in transit. See our Data Protection page for full details.
8. Contact
Support: support@modellawoffice.co.uk | 020 3346 79650
Status page: coming soon