No binding service-level commitments
PolicySuite does not offer a binding Service Level Agreement on the marketing site. We do not commit to a specific uptime percentage, response time, or service-credit scheme as a contractual obligation to all customers.
This means there is no automatic credit, refund, or compensation entitlement tied to platform availability or support response. Anything that looks like an SLA on third-party listings, partner platforms, or older copies of this page is not enforceable against PolicySuite unless it appears in a signed Master Services Agreement with you specifically.
What we do operate, on a best-effort basis
- Reasonable availability for the production platform (
app.policy-suite.com), monitored via automated health checks. Real-time status is published at policy-suite.com/status on a best-effort basis. - Reasonable response to support requests sent to support@policy-suite.com during UK business hours, prioritised informally by impact and severity.
- Reasonable maintenance practice — pre-announced where practicable for known maintenance windows; emergency maintenance may occur without notice.
- Daily automated backups with a 30-day retention period on the production database. Recovery is best-effort and depends on the hosting provider.
None of the above is a contractual commitment. They describe our internal operating practice as of the "last updated" date and are subject to change at any time without notice.
Enterprise customers
If you require contractual service-level commitments — uptime guarantee, named response times, named maintenance windows, service credits, or escalation paths — these are negotiated individually as part of an enterprise agreement. Contact aj@policy-suite.com to discuss.
Contact
For platform incidents and operational questions: support@policy-suite.com.
For enterprise-tier SLA negotiation: aj@policy-suite.com.