Service level agreement

1. Who this applies to

This agreement applies to accounts on the Studio Plus plan. On the Portfolio and Studio plans we use reasonable efforts to keep the service available and will tell you when something is wrong, but we make no measured commitment and no service credits arise.

It forms part of the terms of service.

2. The commitment

We commit to a Monthly Uptime Percentage of at least 99.9% for the covered services. Over a 30-day month that allows about 43 minutes of downtime.

The covered services are:

• the delivery of published customer websites;
• the delivery of client gallery share links; and
• the dashboard and editor.

3. How uptime is measured

Downtime means a period in which requests to a covered service fail, measured in one-minute intervals from our monitoring, where more than 5% of requests in that minute return a server error or do not respond within 30 seconds.

Monthly Uptime Percentage is the total minutes in the calendar month, minus minutes of Downtime, divided by the total minutes in the month.

Our monitoring is the reference. If you believe it is wrong, send us your own evidence with a claim and we will look at it properly.

4. What is excluded

Downtime does not include unavailability caused by:

1. scheduled maintenance announced at least 48 hours in advance, as described in clause 8;
2. emergency maintenance needed to protect the security or integrity of the service or of customer data;
3. factors outside our reasonable control, including the public internet, your own connection or device, and denial-of-service attacks that exceed the mitigation available to us;
4. your own acts or omissions — content or configuration you have added, a domain that has expired or whose DNS you have changed, a suspension under the terms of service, or exceeding a published limit;
5. a third-party service you have embedded in your site;
6. a free trial, or an account with unpaid fees.

5. Service credits

Credits are applied against future fees. They are not paid in cash and the total credit for any month will not exceed that month's fee. For annual plans the monthly fee is one twelfth of the annual price.

Service credits are your sole and exclusive remedy for any failure to meet the commitment in clause 2. Nothing in this clause limits any right you have to terminate for material breach under the terms of service.

6. Claiming a credit

Email support@noddable.com within 30 days of the end of the month concerned, with the dates and times of the downtime you experienced and, if you have it, your own evidence. We will respond within 10 working days and apply any credit to your next invoice.

Where our own monitoring shows we have missed the commitment across the service, we will apply credits without waiting to be asked. The claim process exists for the cases we have not seen, not as an obstacle.

7. Support response times

Support hours are Monday to Friday, 9am–6pm UK time, excluding English public holidays. These are response targets, not resolution times.

8. Maintenance

Most changes are deployed without interruption. Where work is likely to cause downtime we will give at least 48 hours' notice by email and schedule it outside 09:00–18:00 UK time on a working day wherever possible. Emergency maintenance to protect security or data may happen without notice; we will tell you what happened afterwards.