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.
1. Overview
CartaGrid commits to maintaining a high-availability platform delivered through a combination of proprietary and third-party cloud infrastructure components, each maintained to the standards set out below.
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 | 99.9% | Continuous |
| Database Layer | 99.9% | Continuous |
| Automation Engine | 99.5% | Continuous |
| AI Processing | 99.5% | Continuous |
| Payment Processing | 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 |
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