Service Level Agreement

We target monthly availability of 99.9% for the core Momentum OS application, measured over each calendar month. Availability reflects the platform's ability to authenticate users and serve core CRM, communications, and workspace functions.

Availability is calculated as total minutes in the month minus minutes of unplanned downtime, divided by total minutes, excluding the periods described in the exclusions section below.

Downtime means a period during which the core service is materially unavailable to authenticated users due to a fault within our reasonable control. Scheduled maintenance means planned work notified in advance. A service credit is a percentage of the affected monthly fee applied to a future invoice.

Availability does not cover beta features, optional integrations, or third-party services, which are provided on an as-available basis.

We aim to give advance notice of scheduled maintenance and to perform disruptive work outside peak UK business hours where practicable. Scheduled maintenance is excluded from downtime calculations.

The uptime commitment does not apply to unavailability caused by factors outside our reasonable control, including force majeure, internet or third-party provider failures, customer misconfiguration, customer-side network issues, suspension for non-payment or policy breach, or emergency maintenance needed to protect security or data integrity.

Support response targets are acknowledgement and qualified-triage targets, not promises of full resolution. P1 means production unavailable, critical data-integrity or security risk, or a business-critical process with no workaround.

Indicative targets: Free, best-effort community and email support. Starter and Growth, one business day for standard issues. Enterprise, four UK-business-hours for high-impact issues. Enterprise+, acknowledgement and qualified triage within 60 minutes for P1 and 240 minutes for P2 during published UK support hours. Out-of-hours reports are monitored and handled on a best-efforts basis, without a guaranteed response time unless a signed agreement states otherwise, as described at /plan-limits-and-fair-use.

If monthly availability for a paid plan falls below 99.9% due to downtime within our control, eligible customers may request service credits: 5% of the monthly fee for availability of 99.0% to 99.9%, 10% for 95.0% to 98.99%, and 25% for below 95.0%.

Service credits are the sole and exclusive remedy for failure to meet the uptime commitment, are applied to future invoices, are not refundable as cash, and do not apply to accounts with overdue balances.

To claim a service credit, contact info@momentumos.co.uk within 30 days of the end of the affected month, including the dates and times of the downtime and any supporting information. We will verify the claim against our monitoring records and confirm any credit.

Questions about this SLA can be sent to info@momentumos.co.uk or raised by phone on +44 1263 808887. Formal notices may be sent to leon@momentumos.co.uk.