Legal
Service Level Agreement
Effective from the date of your first paid invoice · Version 1.0
1. Definitions
Service means the 5nPay hosted platform accessed via https://www.5npay.co.uk and its API endpoints. Customer means the enterprise subscribed to a paid plan. Downtime means the period during which the Service is unavailable, excluding Excluded Periods below.
2. Uptime commitment
5nPay commits to 99.9% monthly availability for the Service across the Customer's billing month. Availability is measured by 5nPay's external uptime monitoring, and independently available at status.
3. Excluded periods
Downtime does not include:
- Scheduled maintenance announced at least 48 hours in advance.
- Emergency maintenance to patch a critical security issue, with post-hoc notification within 24 hours.
- Downtime caused by the Customer's own configuration or third-party services outside 5nPay's control.
- Force majeure events (natural disasters, war, government action).
4. Service credits
If monthly availability drops below the commitment, the Customer may request a service credit against the next invoice:
- Availability < 99.9% and ≥ 99.0% → 10% credit
- Availability < 99.0% and ≥ 95.0% → 25% credit
- Availability < 95.0% → 50% credit
Credits are the Customer's sole and exclusive remedy for Downtime. Credits must be requested within 30 days of the affected month at success@5npay.co.uk.
5. Support response targets
Support tickets are triaged by severity as follows:
| Severity | Acknowledgement | Workaround | Resolution target |
|---|---|---|---|
S1 — Critical Complete service outage or data loss affecting all users. | 15 minutes (24×7) | 2 hours | Continuous work until resolved |
S2 — Major Core feature unavailable for a subset of users (e.g. PCN scanning down). | 1 hour business hours | 4 hours business hours | Next business day |
S3 — Minor Non-blocking issue with an available workaround. | 1 business day | N/A | 5 business days |
S4 — Cosmetic Documentation or UI polish. | 3 business days | N/A | Next release cycle |
6. Business hours
Business hours are 09:00–18:00 UK time, Monday to Friday, excluding public holidays.
7. Data protection SLA
- ICO-notifiable personal data breaches reported to the Customer without undue delay and within 24 hours of detection.
- GDPR export and deletion requests satisfied within the 30-day statutory window.
- Encrypted daily backups; point-in-time recovery with a 7-day window; documented restore-time objective under 4 hours.
8. Contact
For SLA claims, breach notifications, or clarification, email success@5npay.co.uk.