Service Level Agreement

1. Service availability

Threadsovereign targets 99.5% monthly uptime for the production application at threadsovereign.io, excluding scheduled maintenance notified at least 48 hours in advance. Enterprise customers may negotiate enhanced availability in their order form.

2. Support response targets

• Starter: email support, best-effort response during UK business hours
• Professional: priority email support, 4-hour response target for severity-1 issues (Mon–Fri, 09:00–17:00 GMT)
• Enterprise: named support contact, 2-hour response target for severity-1 issues, with optional phone escalation

3. Severity definitions

Severity-1 issues are complete loss of production service or a security incident affecting customer data. Severity-2 issues materially impair core BSA workflows without full outage. Lower severities cover general enquiries and cosmetic defects.

4. Maintenance windows

Routine maintenance is scheduled outside UK business hours where possible. Emergency security patches may be applied without notice when required to protect customer data.

5. Service credits

Enterprise order forms may include service credit provisions for sustained availability failures. Standard Starter and Professional subscriptions do not include financial service credits unless stated in writing.