Service Level Agreement

1. Overview

This Service Level Agreement ("SLA") sets out the service availability commitments made by CartaGrid Limited ("CartaGrid") to subscribers of the CartaGrid allergen compliance platform. This SLA forms part of our Terms of Service.

2. Uptime Commitment

CartaGrid commits to a minimum monthly uptime of 99.9% for the core platform, excluding scheduled maintenance and circumstances beyond our reasonable control.

Service Component	Uptime Target	Monitoring
CartaGrid Application (Glide)	99.9%	Continuous
Database Layer (Airtable)	99.9%	Continuous
Automation Engine (Make.com)	99.5%	Continuous
AI Processing (Anthropic)	99.5%	Continuous
Payment Processing (Stripe)	99.99%	Continuous

Live platform status is available at status.cartagrid.com.

3. Incident Response Times

Severity	Definition	Response Time	Resolution Target
Critical	Platform unavailable or allergen data inaccessible	1 hour	4 hours
High	Core feature unavailable; workaround not available	4 hours	24 hours
Medium	Feature degraded; workaround available	8 hours	72 hours
Low	Minor issue; no operational impact	24 hours	Next release

Response times apply during business hours (Monday–Friday, 09:00–17:00 UK time) unless otherwise agreed for Enterprise subscribers.

4. Scheduled Maintenance

Planned maintenance windows will be communicated at least 48 hours in advance via email and the status page. We endeavour to schedule maintenance outside peak service hours (typically Sunday 23:00–01:00 UK time). Scheduled maintenance does not count toward downtime calculations.

5. Exclusions

This SLA does not apply to downtime caused by:

Third-party infrastructure outages beyond CartaGrid's reasonable control
Subscriber misuse, misconfiguration, or actions causing platform disruption
Force majeure events including natural disasters, cyberattacks on infrastructure providers, or government action
Free trial periods

6. Service Credits

In the event CartaGrid fails to meet the 99.9% uptime commitment in any calendar month, subscribers are entitled to service credits as follows:

Monthly Uptime	Service Credit
99.0% – 99.9%	10% of monthly subscription fee
95.0% – 98.9%	25% of monthly subscription fee
Below 95.0%	50% of monthly subscription fee

    Service credits are the sole remedy for SLA breaches and must be requested within 30 days of the incident. Credits are applied to future invoices and are not redeemable for cash.
  

7. Data Backup

CartaGrid performs automated weekly backups of all platform data. Backups are retained for a minimum of 90 days. In the event of data loss caused by CartaGrid systems, we commit to restoring from the most recent available backup within 24 hours of identification.

8. Support Channels

Email: support@cartagrid.com
Status page: status.cartagrid.com
Operations: operations@cartagrid.com

9. Review and Updates

CartaGrid reserves the right to update this SLA. Subscribers will be notified of material changes at least 30 days in advance. The current version is always available at cartagrid.com/sla.

10. Contact

CartaGrid Limited
14 Clifton Moor Business Village, James Nicholson Link, York YO30 4XG
operations@cartagrid.com
cartagrid.com