This document sets out the service levels we offer. The service levels that apply to you are the ones named on your Order Form. Where your Order Form names none, Core Terms clause 4.4 applies instead: commercially reasonable efforts, no availability commitment and no service credits.
Capitalised terms have the meaning given in the Core Terms. We may update this document under Core Terms clause 5.
1. Availability
1.1 We will use commercially reasonable efforts to make the Subscribed Services available at least 99.5% of each calendar month (the “Availability Target”), calculated as:
Availability % = ((total minutes in the month − Downtime minutes) ÷ total minutes in the month) × 100
1.2 “Downtime” means minutes during which HypaView or HypaFlow is not materially available. The Availability Target covers HypaView and HypaFlow. Wayfinding and routing, where subscribed, are not covered by the Availability Target; unavailability there is handled as a P2 incident under section 2.
1.3 Excluded from Downtime: scheduled maintenance notified at least 48 hours ahead and carried out where practicable between 00:00–06:00 UK time; emergency maintenance needed for security; downtime caused by you, your content, or your or your Visitors’ equipment or connectivity; force majeure; and failures of third-party networks outside our reasonable control, including the public internet.
1.4 How availability is measured. Availability is measured by our monitoring. We confirm that our automated availability monitoring does not currently cover HypaView and HypaFlow. You may therefore substantiate a claim under section 3 using your own reasonable evidence of unavailability, and we will not reject a claim on the ground that our own monitoring did not record the outage. This applies for as long as that remains the case.
2. Support
2.1 Support is by email to [email protected]. Response means a first meaningful human
response within the applicable support hours.
2.2 Standard Service Levels
| Severity | What it means | Support hours | Response | Workaround or fix |
|---|---|---|---|---|
| P1 — Critical | Subscribed Services wholly unavailable to Visitors or to all Users; no workaround | Mon–Fri, 09:00–17:00 UK time | 2 support hours | 8 support hours |
| P2 — High | Major feature unavailable or significantly impaired; material business impact; no reasonable workaround | Mon–Fri, 09:00–17:00 UK time | 4 support hours | 2 Business Days |
| P3 — Medium | Minor feature impaired; workaround available | Mon–Fri, 09:00–17:00 UK time | 1 Business Day | 10 Business Days |
| P4 — Low | Cosmetic issue, question or enhancement request | Mon–Fri, 09:00–17:00 UK time | 2 Business Days | Next release |
2.4 Response and fix targets are good-faith service targets, not absolute guarantees. The financial remedy for missing them is in section 3.
3. Service credits
3.1 Availability. If availability in a calendar month falls below the Availability Target, you may claim a credit within 30 days of the month end:
| Monthly availability | Credit, as a % of that month’s pro-rated recurring Fee |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 97.0% | 10% |
| Below 97.0% | 20% |
3.2 Response and fix targets. If we miss a P1 or P2 response or fix target, you may claim a credit of 2% of that month’s pro-rated recurring Fee per missed target.
3.3 Credits are your sole financial remedy for missing the Availability Target or a response or fix target, are capped in aggregate at 20% of the relevant month’s pro-rated recurring Fee, and are applied against future invoices.
3.4 A claim may be substantiated as set out in clause 1.4.
3.5 Chronic failure. If availability falls below the Availability Target in 3 consecutive months, you may terminate the affected HypaMap on 30 days’ notice and receive a refund of prepaid Fees for the unused period.