This Service Level Agreement applies to Member institutions with a current membership agreement. Where the membership agreement or order form states different targets, those prevail.
01 Availability target
We target 99.9% monthly uptime for the SSP registry, measured as the percentage of minutes in a calendar month during which the service responds successfully to a health check from at least two independent monitoring locations.
Excluded from the calculation:
- planned maintenance notified at least 5 business days in advance, capped at 4 hours per month and scheduled outside 06:00–20:00 IST where possible;
- emergency maintenance required to address a security risk, notified as soon as practicable;
- failures caused by a Member's own systems, network or configuration;
- force majeure events as defined in the Terms and Conditions;
- suspension arising from a Member's breach or non-payment.
02 Support severity and response
| Severity | Definition | Response | Target resolution |
|---|---|---|---|
| P1 — Critical | Registry unavailable, or duplicate checks failing for all users | 1 hour, 24×7 | 4 hours |
| P2 — High | A core module unusable, or checks failing for a subset of users, with no workaround | 4 business hours | 1 business day |
| P3 — Medium | Degraded function with a workaround available | 1 business day | 5 business days |
| P4 — Low | Cosmetic issues, questions, feature requests | 3 business days | Next release cycle |
Business hours are Mon–Fri, 09:00–18:00 GMT. P1 incidents are handled around the clock. Raise incidents at support@supersaveprotocol.com.
03 Service credits
| Monthly uptime | Credit |
|---|---|
| 99.0% to below 99.9% | 5% of the monthly fee |
| 95.0% to below 99.0% | 10% of the monthly fee |
| Below 95.0% | 25% of the monthly fee |
Credits must be claimed in writing within 30 days of the end of the affected month, with supporting detail. Credits are applied against future fees, are the sole and exclusive remedy for failure to meet the availability target, and are capped at 25% of the monthly fee in any month.
04 Backups and recovery
- Recovery point objective: 24 hours.
- Recovery time objective: 8 hours for a full service restoration.
- Backups encrypted, retained on a 35-day rolling window, and restore-tested on a defined schedule.
05 Maintenance and change notice
- Planned maintenance: at least 5 business days' notice.
- Material changes to core functionality: at least 60 days' notice.
- Deprecation of an API version: at least 12 months' notice, with a documented migration path.
- Emergency security patching may be applied without notice, with notification as soon as practicable.
06 Exclusions and review
This SLA does not apply during free trials, pilots, shadow-mode evaluations, beta features, or where fees are overdue by more than 30 days. It is reviewed annually and may be amended on 60 days' notice.
Questions about this document?
Write to legal@supersaveprotocol.com, or to Super Save Protocol Ltd, 207 Regent Street, London, W1B 3HH, United Kingdom. You can also see all our legal documents.