Service Level Agreement
Our commitment to reliable, professional field service software you can depend on.
Effective: January 1, 2025 • Last Updated: January 1, 2025
1. Uptime Commitment
We guarantee 99.9% uptime for all Toolfy services, measured monthly.
99.9%
Monthly Uptime Target
≤ 43 minutes downtime/month
< 5 min
Response Time
Incident acknowledgment
< 2 min
Issue Detection
Real-time alerts
What Counts as Downtime:
- Application completely unavailable or unresponsive
- Critical features (login, scheduling, invoicing) not functioning
- API endpoints returning 5xx errors for > 5 minutes
Planned Maintenance:
- Scheduled during low-usage hours (2-6 AM GMT)
- 72-hour advance notice via email and in-app notifications
- Maximum 4 hours per month
- Does not count towards downtime calculations
2. Support Response Times
| Plan | Priority | Response Time | Resolution Target |
|---|
| Starter (£49) | Critical | 4 hours | 24 hours |
| High | 24 hours | 3 business days |
| Normal | 48 hours | 5 business days |
| Pro (£99) | Critical | 2 hours | 8 hours |
| High | 8 hours | 24 hours |
| Normal | 24 hours | 3 business days |
| Unlimited (£199) | Critical | 1 hour | 4 hours |
| High | 4 hours | 12 hours |
| Normal | 8 hours | 2 business days |
Priority Definitions:
Critical
Service completely unavailable, data loss, security breach, or payment processing failure
High
Major feature not working, significant performance degradation, or billing issues
Normal
Minor bugs, feature requests, general questions, or cosmetic issues
3. Performance Standards
Response Times
- Page Load: < 2 seconds (95th percentile)
- API Response: < 500ms average
- Database Queries: < 100ms average
- File Uploads: < 30 seconds for 10MB
Capacity Limits
- File Storage: 10GB per organization
- API Rate Limit: 1000 requests/hour
- Concurrent Users: No artificial limits
- Email/SMS: Per plan allowances
4. Service Credits
If we fail to meet our uptime commitment, you're eligible for service credits:
| Monthly Uptime | Service Credit |
|---|
| < 99.9% but ≥ 99.0% | 10% of monthly fee |
| < 99.0% but ≥ 95.0% | 25% of monthly fee |
| < 95.0% | 50% of monthly fee |
Service Credit Terms:
- • Must be claimed within 30 days of the incident
- • Applied as account credit for future billing cycles
- • Maximum credit: 100% of monthly subscription fee
- • Calculated based on actual uptime, not planned maintenance
5. Exclusions
This SLA does not apply to downtime caused by:
- Scheduled maintenance with proper notice
- Issues with your internet connection or device
- Third-party service failures (Stripe, email providers)
- Force majeure events (natural disasters, terrorism)
- Your account suspension due to Terms of Service violations
- DDoS attacks or other malicious activities beyond our control
6. Monitoring and Reporting
Transparency:
- • Real-time status page: status.toolfy.io
- • Monthly uptime reports available in your dashboard
- • Incident post-mortems published within 48 hours
- • Historical performance data available for 12 months
7. Escalation Process
1
Submit Support Ticket
Email support@toolfy.io or use in-app chat
2
Technical Team Response
Initial response within SLA timeframe
3
Management Escalation
If not resolved within target time, escalates to management
4
Executive Review
Critical issues get executive attention within 4 hours
8. Contact Information
Support Channels:
- Email: support@toolfy.io
- In-App Chat: Available 9 AM - 6 PM GMT
- Status Page: status.toolfy.io
Emergency Contact:
- Critical Issues: urgent@toolfy.io
- Security Issues: security@toolfy.io
- Billing Disputes: billing@toolfy.io
✓ This SLA is effective for all active subscriptions
we're committed to exceeding these standards and keeping your business running smoothly.