Service Level Agreement

1. Scope and Applicability

Trading name notice: ATTFT Finding Technology is the trading name used in our products and services. The registered legal entity is ATTFT Limited (Company No. 15102834), incorporated in England and Wales.

This Service Level Agreement (SLA) applies to managed hosting, cloud infrastructure, and data processing services provided by ATTFT Limited to clients under an active service agreement. Project-based software development engagements are governed separately by the project Statement of Work.

Specific SLA metrics for individual clients may differ from the defaults in this document any variations will be documented in the client's service agreement.

2. Uptime Commitment

ATTFT commits to a 99.9% monthly uptime for all managed hosting services. This equates to a maximum allowable downtime of approximately 43.8 minutes per month.

Uptime is calculated as:

Uptime % = ((Total minutes – Downtime minutes) / Total minutes) × 100

Planned maintenance windows (scheduled with at least 48 hours' notice) are excluded from downtime calculations. Emergency maintenance may be performed without prior notice in the event of a critical security vulnerability.

3. Response Times

Incidents are classified and responded to according to the following severity levels:

• Critical (P1) Service completely unavailable: Initial response within 15 minutes. Resolution target: 2 hours. Updates every 30 minutes.
• High (P2) Major feature unavailable or significant performance degradation: Initial response within 1 hour. Resolution target: 8 hours. Updates every 2 hours.
• Medium (P3) Minor feature unavailable or intermittent issues: Initial response within 4 hours. Resolution target: 48 hours. Updates daily.
• Low (P4) Minor issues or enhancement requests: Initial response within 1 business day. Resolution in next scheduled maintenance window.

Business hours are defined as Monday to Friday, 09:00–18:00 GMT. P1 and P2 incidents are handled 24/7.

4. Support Tiers

ATTFT offers the following support tiers for managed service clients:

• Standard: Business-hours support, 24hr response on P3/P4, 24/7 P1/P2 response. Included in all managed hosting agreements.
• Priority: Extended hours support (07:00–22:00), faster response SLAs, dedicated account engineer. Available as an add-on.
• Enterprise: 24/7 dedicated support, 15-minute P1 response SLA, monthly service reviews. Available for high-volume clients.

Support channels: email (primary), telephone (Priority/Enterprise only), and a client portal (all tiers).

5. Exclusions

The following are excluded from uptime calculations and SLA commitments:

• Scheduled maintenance windows notified in advance
• Outages caused by the client's own actions or code
• Third-party service failures beyond ATTFT's control (e.g. major cloud provider outages)
• DNS propagation delays
• Force majeure events (natural disasters, civil unrest, etc.)
• DDoS attacks or other malicious traffic beyond our mitigation capacity
• Client failure to maintain required account access or credentials

6. Service Credits

If ATTFT fails to meet the uptime commitment in any calendar month, the affected client is entitled to a service credit:

• 99.0%–99.9% uptime achieved: 10% credit of monthly fee
• 95.0%–98.9% uptime achieved: 25% credit of monthly fee
• Below 95.0% uptime achieved: 50% credit of monthly fee

Credits are applied to the following month's invoice. Credits are the sole remedy for SLA failures and do not entitle the client to a cash refund. Claims must be submitted within 14 days of the incident.

7. Reporting and Monitoring

ATTFT provides clients with:

• Real-time status page showing current service status and incident history
• Monthly uptime reports delivered within 5 business days of month-end
• Incident post-mortems for P1 and P2 incidents within 5 business days of resolution
• Proactive notification of planned maintenance and known issues via email

8. SLA Changes

ATTFT reserves the right to update this SLA with 30 days' written notice. Clients on active service agreements will be notified by email. Continued use of services after the notice period constitutes acceptance of the updated SLA.

Questions about this SLA? Contact us at contact@attft.co.uk.