Legal
Service Level Agreement
Uptime commitments, support response times, and remedies for RectifAI customers.
Service Level Agreement (SLA)
Effective date: 19 April 2026
Last updated: 19 April 2026
This Service Level Agreement ("SLA") forms part of the agreement between Webb Applications ("we", "us", "our") and the customer ("you") for the use of RectifAI (the "Service"). It describes our uptime commitments, support obligations, and the remedies available to you if we fail to meet them.
1. Availability commitment
We commit to the following monthly uptime for the RectifAI web application and API:
| Tier | Monthly uptime target | Maximum downtime per month |
|---|---|---|
| Standard | 99.5% | ~3 hours 39 minutes |
Monthly uptime is calculated as:
(total minutes − downtime minutes) / total minutes × 100, measured across a calendar month.
2. Definitions
| Term | Definition |
|---|---|
| Downtime | A period of more than 5 consecutive minutes during which the Service is completely unavailable to all users in a workspace |
| Scheduled maintenance | Planned maintenance announced at least 24 hours in advance; excluded from downtime calculations |
| Partial outage | Degraded performance or unavailability of a non-core feature; not counted as downtime |
| Force majeure | Outages caused by events outside our reasonable control (see section 7) |
3. Scheduled maintenance
We will perform scheduled maintenance during the following window where possible:
- Window: Sunday 02:00–06:00 UTC
- Notice: At least 24 hours' advance notice via in-app banner or email to the workspace owner
Scheduled maintenance is excluded from downtime calculations.
4. Monitoring and incident reporting
We use automated uptime monitoring to detect availability issues. In the event of an outage:
- Our on-call team is alerted automatically.
- We will acknowledge the incident within 30 minutes of detection.
- We will post updates until resolution.
- A post-incident report will be available within 5 business days of a P1 incident.
To report an outage or availability issue, contact us at support@webbapplications.co.uk.
5. Support response times
| Priority | Definition | First response target |
|---|---|---|
| P1 — Critical | Service completely unavailable; all users affected | 1 hour |
| P2 — High | Core feature unavailable for a significant portion of users | 4 business hours |
| P3 — Medium | Non-core feature degraded; workaround available | 1 business day |
| P4 — Low | General question, feature request, or minor issue | 3 business days |
Business hours: 09:00–17:00 GMT/BST, Monday–Friday (excluding UK public holidays).
Support is provided via email at support@webbapplications.co.uk.
6. SLA credits
If we fail to meet the 99.5% monthly uptime target, you are eligible for the following service credits applied to your next billing period:
| Monthly uptime achieved | Credit |
|---|---|
| 99.0% – 99.49% | 10% of monthly fee |
| 95.0% – 98.99% | 25% of monthly fee |
| Below 95.0% | 50% of monthly fee |
Claiming a credit
To claim an SLA credit, you must submit a request to support@webbapplications.co.uk within 14 days of the end of the calendar month in which the downtime occurred. Include:
- The dates and times of the downtime experienced
- The workspace(s) affected
- A description of the impact
We will review and respond within 10 business days. Approved credits will appear on the next invoice. Credits cannot be redeemed for cash.
7. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance (as defined in section 3)
- Your own acts or omissions (e.g. misconfigured webhooks, revoked OAuth tokens)
- Third-party service outages (Atlassian, Slack, PagerDuty, Zoom, Microsoft, OpenAI, Google) that are outside our control
- Force majeure events: natural disasters, acts of war, government action, pandemics, or other events beyond our reasonable control
- Internet or network outages outside our infrastructure
- Beta, preview, or free-tier features explicitly excluded from SLA coverage
8. Infrastructure overview
RectifAI is hosted on Google Cloud Platform in the europe-west2 (London) region, using:
- Cloud Run — auto-scaling container services for zero-downtime deployments
- Cloud SQL (PostgreSQL 16) — managed database with automated backups in production
- Global HTTPS Load Balancer — with managed SSL certificates and HTTP-to-HTTPS redirect
- Cloud Pub/Sub — for reliable asynchronous event delivery
9. Changes to this SLA
We may update this SLA by providing at least 30 days' written notice to workspace owners before material reductions in the uptime commitment or support response times take effect.
10. Contact
For SLA-related queries or to submit a credit claim: