Service Level Agreement
Your business runs on Ezetu, so we commit to keeping it available. This Service Level Agreement forms part of the Ezetu Limited Terms of Service and applies to all paid Ezetu subscriptions.
1. 99.9% uptime for the web dashboard and mobile access
We commit that the Ezetu web dashboard — on desktop and on mobile browsers — will be available at least 99.9% of the time in each calendar month, excluding scheduled maintenance.
The Service is “unavailable” when subscribers cannot sign in or load their dashboard because of a fault in our systems, as confirmed by our monitoring.
If we miss this commitment in any month, you can claim a credit of 5% of that month’s subscription fee for every 30 minutes of unavailability, up to a maximum of 100% of that month’s fee.
| Unavailability in the month | Service credit |
|---|---|
| Up to 43 minutes (within 99.9%) | None |
| Each full 30 minutes beyond that | 5% of the monthly fee |
| 10 hours or more beyond that | 100% of the monthly fee (maximum) |
2. Scheduled maintenance
We occasionally need to take the Service offline briefly for upgrades. We schedule this outside UK business hours wherever possible and give at least 24 hours’ notice by email or in the Service. Scheduled maintenance does not count as unavailability.
3. Please keep in mind
This commitment does not cover unavailability or slow performance caused by:
- your own equipment, internet connection, browser or mobile network;
- third-party services outside our control, such as email providers, Google Maps or WhatsApp, or wider internet outages;
- misuse of the Service or a breach of our Terms of Service, including any suspension under those terms;
- events beyond our reasonable control, such as natural disasters, power failures or attacks on internet infrastructure;
- features labelled as beta or preview.
Free trial Workspaces are not eligible for service credits.
4. Receiving the credit
To claim a credit, email support@ezetu.co.uk within 30 days of the end of the month in which the unavailability happened. Include your Workspace name and the dates and approximate times you were affected.
Once confirmed, the credit is applied to your next invoice. Credits have no cash value and cannot be refunded or transferred. If your subscription ends, any unused credit lapses.
Service credits are your sole remedy for unavailability covered by this agreement.
5. Support
Support is available by email at support@ezetu.co.uk. We aim to reply within one business day (Monday to Friday, 9am to 5pm UK time, excluding bank holidays), and sooner for issues that stop you using the Service.