Service Level Agreement
Effective: 1 May 2026
Uptime Commitment
CRAReady commits to 99.9% monthly uptime for all paid plans (Starter, Professional, Enterprise). Uptime is measured as the percentage of minutes in a calendar month during which the CRAReady platform is available and responding to requests.
Free-tier accounts are not covered by this SLA but benefit from best-effort availability.
How We Measure Availability
Availability is determined by external synthetic monitoring that checks the CRAReady application endpoint at one-minute intervals from multiple geographic regions. An incident is recorded when two or more consecutive checks fail.
Scheduled maintenance windows (see below) and outages caused by factors outside our control are excluded from uptime calculations.
Service Credits
If monthly uptime falls below 99.9%, eligible customers may request service credits according to the following schedule:
| Monthly uptime | Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly bill |
| 95.0% – 99.0% | 20% of monthly bill |
| 90.0% – 95.0% | 30% of monthly bill |
| Below 90.0% | 50% of monthly bill (maximum) |
Credits are applied to future invoices only and are not redeemable for cash. Credit requests must be submitted within 30 days of the incident via support@craready.co.uk.
Exclusions
The following are excluded from SLA calculations and do not qualify for service credits:
- Scheduled maintenance with 24-hour advance notice
- Force majeure events (natural disasters, government actions, acts of war)
- Outages caused by customer actions, misconfigurations, or third-party integrations
- Denial-of-service attacks or other malicious traffic targeting the customer
- Issues with third-party services outside our control (DNS providers, payment processors)
- Free-tier usage
Scheduled Maintenance
CRAReady performs scheduled maintenance during low-traffic windows, typically between 02:00 and 04:00 UTC on Sundays. We provide at least 24 hours' notice of any planned downtime via our status page at status.craready.co.uk.
For Enterprise customers, we endeavour to provide 72 hours' notice for any maintenance likely to cause more than 5 minutes of downtime.
Contact
For SLA credit requests or questions about this agreement, contact our support team: