Service Level Agreement
Last updated: May 31, 2026
Document owner: VP Operations and Customer Reliability Review cadence: Quarterly; immediate update upon material service architecture or support model changes Effective date: 2026-05-31 Legal entity: EthicPages, Inc. Registered address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ SLA contact: ethicpages+contact@invictosoft.com
1. Purpose and interpretation
This Service Level Agreement ("SLA") sets out availability commitments, support response objectives, and service credit remedies for eligible paid subscriptions to the EthicPages platform (the "Service"). The SLA is intended for procurement and vendor-management review and is incorporated by reference into applicable commercial terms unless explicitly superseded in a signed order form or master services agreement.
This SLA should be read alongside our Terms of Service, Security Overview, Privacy Policy, Refund Policy, and Acceptable Use Policy. Capitalized terms not defined here have the meaning provided in the governing customer agreement.
2. Covered services and exclusions from scope
Covered components
The SLA applies to core production functionality of EthicPages-hosted customer workspaces, including:
- Authenticated access to the application interface.
- Core Trust Center document generation and editing workflows.
- Publishing and serving customer Trust Center pages on supported plan tiers.
- Administrative account and workspace management functions.
Out-of-scope items
The SLA does not apply to:
- Free plans, trial-only environments, beta/preview features, or sandbox services.
- Customer-managed domains or third-party systems outside EthicPages control.
- Problems caused by customer configuration errors, unsupported integrations, or policy violations.
- Scheduled maintenance windows communicated in accordance with this SLA.
| Service area | In SLA scope? | Notes |
|---|---|---|
| Production app availability | Yes | Included in monthly uptime calculation. |
| Hosted Trust Center page delivery | Yes | Included when on supported paid plans. |
| Support response objectives | Yes | Severity-based response targets apply. |
| Beta and preview features | No | Provided "as is" without uptime commitments. |
| Third-party vendor outages | Limited | Counted only where directly impacting covered service and not excluded by this SLA. |
3. Uptime commitment
EthicPages commits to 99.9% Monthly Uptime Percentage for covered paid plans, measured over each calendar month.
Monthly Uptime Percentage formula
Monthly Uptime Percentage is calculated as:
[ ((Total Minutes in Month - Unavailable Minutes) / Total Minutes in Month) * 100 ]
where:
- Total Minutes in Month equals all minutes in the relevant calendar month.
- Unavailable Minutes are minutes during which covered services are not accessible to customers due to a qualifying service outage.
| Commitment metric | Target |
|---|---|
| Monthly Uptime Percentage | 99.9% |
| Maximum downtime at 99.9% target (30-day month) | ~43.2 minutes |
| Measurement granularity | Minute-level aggregation |
| Measurement boundary | Production service endpoints and core user workflows |
4. Incident severity and support response objectives
EthicPages provides support channels for operational and incident-related requests. Response objectives below are first human response targets, not guaranteed resolution timelines.
Severity definitions
| Severity | Typical impact profile | Example conditions |
|---|---|---|
| Severity 1 (Critical) | Service unavailable or major security/reliability event affecting most customers or core production operations. | Broad login failures, inability to access production workspace, confirmed high-impact security event. |
| Severity 2 (High) | Significant degradation affecting key functionality with no practical workaround. | Publication pipeline failures, repeated generation errors across production tenants. |
| Severity 3 (Medium) | Partial degradation or non-critical functional issues with workaround available. | Intermittent UI errors, delayed non-critical background tasks. |
| Severity 4 (Low) | Minor defects, informational requests, or cosmetic issues. | Copy issues, low-impact usability problems, non-urgent questions. |
Support response time table
| Severity | Initial response target | Status update cadence (target) | Typical support window |
|---|---|---|---|
| Severity 1 (Critical) | 1 hour | Every 4 hours while active | 24x7 reasonable efforts |
| Severity 2 (High) | 4 business hours | Daily while active | Business hours + escalation |
| Severity 3 (Medium) | 1 business day | Every 2 business days | Business hours |
| Severity 4 (Low) | 3 business days | Weekly or on change | Business hours |
Business hours are Monday to Friday, excluding public holidays in the primary operating region, unless otherwise agreed in contract. Incident severity is assigned by EthicPages acting reasonably based on observed impact and risk.
5. Planned maintenance and emergency maintenance
EthicPages performs maintenance to preserve reliability, security, and performance.
Planned maintenance policy
- Planned maintenance is generally scheduled during lower-traffic periods.
- We aim to provide prior notice for maintenance expected to materially affect availability.
- Planned maintenance windows are excluded from uptime calculations if communicated in line with this SLA.
| Maintenance type | Typical notice target | Typical timing | SLA impact |
|---|---|---|---|
| Routine planned maintenance | At least 72 hours | Off-peak windows | Excluded from downtime if properly notified. |
| Urgent security maintenance | As much notice as practicable | Immediate or near-immediate | Usually excluded where required to protect service integrity. |
| Emergency maintenance | May be no advance notice | Any time | Excluded when necessary to prevent or limit active risk. |
EthicPages may perform emergency maintenance without advance notice where required to mitigate imminent security or platform integrity threats.
6. Service credits
If EthicPages fails to meet the Monthly Uptime Percentage commitment in a given month, eligible customers may request a service credit as the sole and exclusive monetary remedy under this SLA, unless otherwise required by law or agreed contract terms.
Service credit schedule
| Monthly Uptime Percentage achieved | Service credit (% of monthly recurring fee for affected service month) |
|---|---|
| >= 99.9% | No credit |
| < 99.9% and >= 99.0% | 10% |
| < 99.0% and >= 95.0% | 25% |
| < 95.0% | 50% |
Credit conditions
To receive a credit, customer must:
- Submit a written request within 30 days of the end of the affected month.
- Include sufficient incident detail (date/time, impacted workflows, workspace identity, observed symptoms).
- Cooperate reasonably with EthicPages in validating outage evidence.
Service credits are:
- Applied to future invoices (not cash refunds) unless required by law.
- Limited to one credit per affected month per covered subscription.
- Capped at 50% of the monthly recurring fee for the impacted month.
7. SLA exclusions
The uptime commitment and credit obligations do not apply to downtime or degradation caused by excluded events, including:
- Customer misuse, misconfiguration, or violation of Acceptable Use Policy.
- Unsupported third-party integrations or custom code introduced by customer.
- Public internet instability or regional ISP outages outside EthicPages control.
- Scheduled or emergency maintenance as defined in this SLA.
- Force majeure events (for example, natural disasters, war, terrorism, widespread utility failure).
- Suspension or termination actions taken under contract for abuse, fraud, or security risk.
| Exclusion category | Example scenario | Credit eligible? |
|---|---|---|
| Customer-side misconfiguration | Broken identity provider settings managed by customer | No |
| Third-party dependency outside control | Customer-owned DNS outage causing endpoint unreachability | No |
| Declared maintenance window | Planned upgrade with prior notice | No |
| Force majeure | Major regional infrastructure disruption | No |
| EthicPages platform outage (non-excluded) | Production service instability caused by platform defect | Yes, if thresholds are met |
8. Measurement methodology and dispute handling
EthicPages calculates uptime using internal monitoring and service telemetry from production infrastructure and application health signals. Data points may include synthetic checks, endpoint health metrics, and authenticated workflow availability indicators.
Measurement principles
| Principle | Description |
|---|---|
| Consistency | Same calculation method is applied to all covered customers for a given period. |
| Traceability | Incident timelines and availability events are logged for verification. |
| Reasonableness | Borderline events are evaluated in context of customer impact and technical evidence. |
| Documented assumptions | Excluded events and maintenance windows are documented when practicable. |
If a customer disputes an uptime calculation, EthicPages will review relevant logs and incident records in good faith and provide a written determination.
9. Customer obligations for SLA effectiveness
Customers can improve incident handling outcomes by:
- Maintaining current technical and billing contacts.
- Promptly reporting incidents through official channels.
- Providing reproducible details and observed error context.
- Implementing internal business continuity plans for critical workflows.
- Reviewing related legal documents such as Security Overview and Refund Policy.
Failure to provide sufficient diagnostic detail may delay validation or remediation.
10. Relationship to refunds and commercial terms
Service credits under this SLA are distinct from refund rights under our Refund Policy. Refund eligibility depends on product plan type, statutory rights, and commercial terms, while SLA credits are tied specifically to quantified availability commitments.
Where both an SLA credit and a contractual refund right could apply to the same service period, EthicPages will apply the remedy required by contract or law and avoid duplicate compensation for the same loss period.
11. Security incident interplay
Security incidents are managed under our Security Overview and incident response processes. A security event may or may not constitute SLA downtime depending on service availability impact.
- If a security event requires emergency maintenance and service interruption, the interruption may be treated as excluded downtime where necessary to contain risk.
- Where an event is caused by EthicPages platform failure and does not qualify for exclusion, applicable uptime calculation and credit policy may apply.
- Notification obligations for qualifying personal data incidents are governed by contract, Privacy Policy, and applicable law.
12. Changes to this SLA
EthicPages may update this SLA to reflect product, infrastructure, legal, or support model changes. Material revisions are reflected via updated publication date and, where required by contract or law, prospective notice.
If there is a conflict between this publicly posted SLA and a signed contract, the signed contract controls for that customer.
13. Contact and claims submission
For incident escalation, support severity classification, or service credit claims:
- Email: ethicpages+contact@invictosoft.com
- Company: EthicPages, Inc.
- Postal: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ
Please include "SLA Request" or "Service Credit Claim" in the subject line and provide workspace details, timestamps (with timezone), and affected workflows.