Service Level Agreement

1. Introduction

This Service Level Agreement ("SLA") describes the service levels that SeaReady Ltd commits to providing for its software products and services.

This SLA applies to:

SeaReady SMS Pro (SaaS application)
MPX (if offered as standalone product)
SeaReady website and customer portal

This SLA does NOT apply to:

Consultancy services (covered by separate Master Service Agreement)
SMS Templates (one-off products with no ongoing SLA)
Free trials or beta versions (best-effort only)

2. Service Availability

2.1 Uptime Commitment

Target Uptime: 99.5% per calendar month

What this means:

Maximum downtime: ~3.6 hours per month
Equivalent to: ~43 hours per year

Measurement:

Measured from SeaReady's monitoring systems
Calculated monthly: (Total minutes in month - Downtime minutes) / Total minutes × 100

2.2 Exclusions from Uptime Calculation

Downtime does NOT count against SLA if caused by:

1. Scheduled Maintenance:

Performed during maintenance windows (see below)
Customer notified 48 hours in advance

2. Customer Actions:

Customer's misuse of the service
Customer's internet/network issues
Customer-initiated service suspension

3. Force Majeure:

Acts of God, war, terrorism
Government actions, pandemics
Internet backbone failures beyond our control

4. Third-Party Services:

Hosting provider outages (AWS, Azure, etc.)
DNS provider failures
Payment processor downtime

Note: SeaReady will use best efforts to minimize impact and choose reliable providers

5. Beta Features:

Features marked as "beta" or "experimental"

2.3 Scheduled Maintenance Windows

Standard Maintenance Window:

Day: Sunday
Time: 02:00 - 06:00 GMT/BST
Frequency: Up to once per month
Notification: 48 hours advance notice via email

Emergency Maintenance:

May be performed outside maintenance windows if critical security issue
Notification: As soon as reasonably possible
Duration: Minimized to extent possible

Customer Impact During Maintenance:

Service may be unavailable
Read-only access may be available (if possible)
No data loss will occur

3. Support Services

3.1 Support Channels

Channel	Availability	Response Time Target
Email (support@seaready.co.uk)	24/7 (monitored 09:00-17:00 Mon-Fri)	See Section 3.2
Phone	[To be added] - Business hours only	Immediate
Help Center / Knowledge Base	24/7 self-service	N/A
Live Chat (if implemented)	Business hours only (09:00-17:00 Mon-Fri)	Within 5 minutes

Business Hours: 09:00 - 17:00 GMT/BST, Monday - Friday (excluding UK public holidays)

3.2 Support Response Times

Priority	Definition	Response Time	Resolution Target
P1 - Critical	Service down, no workaround, major impact on operations e.g., App completely inaccessible, Data loss, Security breach	1 hour	4 hours
P2 - High	Major function broken, workaround available, significant impact e.g., Key feature not working, Performance severely degraded	4 hours	24 hours
P3 - Medium	Minor function issue, minimal impact e.g., Non-critical bug, Feature request affecting one user	8 hours (next business day)	5 business days
P4 - Low	Cosmetic issue, question, enhancement request e.g., Typo, General question, Feature request	24 hours (1 business day)	Best effort

Notes:

Response time = Acknowledgment and initial assessment
Resolution target = Issue resolved or workaround provided
Times measured during business hours only (P3/P4) or 24/7 (P1/P2)

3.3 Escalation

If you are not satisfied with support response:

First Escalation: Email escalation@seaready.co.uk
Executive Escalation: Email Jonathan Fulton directly (jonathan@seaready.co.uk)
Response: Escalations acknowledged within 2 hours during business hours

4. Performance Targets

4.1 Application Performance

Page Load Times:

Target: Less than 2 seconds for 95% of page loads
Maximum acceptable: Less than 5 seconds
Measurement: From SeaReady servers (excludes customer network latency)

API Response Times:

Target: Less than 500ms for 95% of API calls
Maximum acceptable: Less than 2 seconds

Mobile App:

Target: Less than 3 seconds for content display after launch
Real-time data updates: Less than 30 seconds latency (MPX vessel tracking)

4.2 Performance Monitoring

SeaReady monitors performance 24/7
Customers can view status at: [status.seaready.co.uk - to be implemented]
Customers notified of performance degradation greater than 10 minutes

5. Data Protection & Security

5.1 Data Security Commitments

Encryption: All data encrypted in transit (TLS 1.2+) and at rest (AES-256)
Access Controls: Multi-factor authentication, role-based access
Backups: Daily automated backups, retained for 30 days minimum
Compliance: GDPR, Data Protection Act 2018

See Information Security Policy for full details.

5.2 Data Backup & Recovery

Backup Frequency:

Customer data: Daily (automated, encrypted)
System configuration: Continuous (version-controlled)

Recovery Targets:

Recovery Time Objective (RTO): 4 hours (time to restore service)
Recovery Point Objective (RPO): 24 hours (maximum data loss)

Backup Testing:

Quarterly restoration tests
Annual full disaster recovery drill

5.3 Data Breach Response

ICO notification within 72 hours (if required under GDPR)
Customer notification within 24 hours (if high risk)
Covered by Cyber Liability Insurance (£[X] million - to be added when policy obtained)

See Data Breach Response Plan for full details.

6. Service Credits (Compensation)

6.1 When Credits Apply

If SeaReady fails to meet the 99.5% uptime commitment in any calendar month, customers are eligible for service credits.

Credit Calculation:

Monthly Uptime	Credit (% of monthly subscription fee)
99.5% - 100%	0% (SLA met)
99.0% - 99.49%	10% credit
98.0% - 98.99%	25% credit
Less than 98.0%	50% credit

Example:

Customer pays £100/month
Uptime in January: 98.5%
Customer receives £25 credit (applied to next month's invoice)

6.2 How to Claim Credits

Customer must request credit within 30 days of end of month
Email: billing@seaready.co.uk with "SLA Credit Request" subject
Include: Month, account details, description of downtime experienced
SeaReady reviews monitoring logs and approves/denies within 10 business days
Credits applied to next invoice (or refunded if customer cancels)

6.3 Credit Limitations

Credits are the SOLE remedy for SLA breaches (no other compensation)
Credits limited to 50% of one month's fee (maximum)
Credits do not apply to exclusions listed in Section 2.2
No credit for downtime less than 10 minutes (minor blips)

7. Customer Responsibilities

For SeaReady to meet this SLA, customers must:

1. Use Supported Browsers/Devices:

Latest 2 versions of Chrome, Firefox, Safari, Edge
iOS 14+ or Android 10+ for mobile apps

2. Maintain Adequate Internet:

Minimum 2 Mbps connection
Customer responsible for own network reliability

3. Provide Accurate Information:

Valid contact details for support notifications
Clear description of issues when reporting

4. Follow Security Best Practices:

Strong passwords, enable MFA
Don't share login credentials
Report suspected security issues immediately

5. Reasonable Use:

Don't abuse the service (excessive API calls, etc.)
See Acceptable Use Policy

8. Modifications to Service

8.1 Feature Changes

SeaReady may:

Add new features (usually at no extra cost)
Modify existing features (with 30 days notice if significant change)
Deprecate features (with 90 days notice and migration path)

8.2 Pricing Changes

Pricing changes notified 60 days in advance
Existing customers: Pricing locked for 12 months from signup (unless upgraded)
After 12 months: Subject to annual price adjustments (max 10% increase per year)

8.3 SLA Changes

This SLA may be updated from time to time
Material changes notified 30 days in advance
Continued use of service constitutes acceptance
Customers may cancel if they do not accept changes (no penalty)

9. Service Termination

9.1 By Customer

Cancel anytime with 30 days notice (monthly plans)
Annual plans: 30 days notice, no refund for remaining months
Data export provided upon request (CSV format, 30 days retention after cancellation)

9.2 By SeaReady

SeaReady may suspend or terminate service if:

Payment overdue greater than 30 days
Breach of Acceptable Use Policy
Fraudulent activity detected
Required by law

Notice:

14 days notice (except fraud/legal requirement)
Opportunity to remedy breach before termination

10. Contact & Support

General Support:

Email: support@seaready.co.uk
Phone: [To be added]
Help Center: help.seaready.co.uk (to be implemented)

Billing Queries:

Email: billing@seaready.co.uk

Security Issues:

Email: security@seaready.co.uk
Emergency: [Phone - to be added]

Service Status:

Status page: status.seaready.co.uk (to be implemented)
Subscribe to updates: [To be implemented]

11. Definitions

Business Hours: 09:00-17:00 GMT/BST, Monday-Friday (excluding UK public holidays)
Downtime: Service inaccessible or unable to perform core functions
Service: SeaReady SMS Pro, MPX, or other SaaS products as specified in customer agreement
Uptime: Service is accessible and performing core functions

12. Legal

12.1 Warranty Disclaimer

Service provided "as is" without warranties beyond those in this SLA.

12.2 Limitation of Liability

SeaReady's total liability limited to service credits described in Section 6, except:

Fraud or willful misconduct
Death or personal injury caused by negligence
Matters that cannot be excluded by law

12.3 Governing Law

This SLA is governed by the laws of England and Wales (or Northern Ireland, as applicable).

By using SeaReady services, you acknowledge that you have read and agree to this SLA.

This SLA is incorporated into your Master Service Agreement or Terms of Service.

Change Log

Version	Date	Changes	Approved By
v0.1	2026-01-22	Initial draft SLA	Pending

Latest version available at: https://seaready.co.uk/sla

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