1. Availability commitment
We commit to the following monthly uptime for the cloud components of the Platform, measured as the percentage of minutes in a calendar month during which the Service is available:
| Plan | Monthly uptime commitment |
|---|---|
| Starter (free) | No commitment - best effort |
| Growth | 99.5% |
| Business | 99.9% |
| Enterprise | 99.9%, with a contractual remedy |
2. Support response targets
| Severity | Definition | First response target |
|---|---|---|
| P1 - Critical | Cannot process sales across a location, or data integrity is at risk | 1 hour, 24/7 |
| P2 - High | A major function is unavailable and there is no workaround | 4 business hours |
| P3 - Normal | A function is impaired but there is a workaround | 1 business day |
| P4 - Low | Question, guidance or feature request | 2 business days |
Business hours are 08:00 to 20:00 local time in your primary market, seven days a week - including weekends, because that is when shops are busiest. We staff European and North American hours; P1 support is available at all hours for customers with a paid add-on or an enterprise agreement.
3. Service credits
If we fall below the committed uptime in a calendar month, you may claim a credit against a future invoice:
| Monthly uptime achieved | Service credit |
|---|---|
| Below commitment but at or above 99.0% | 10% of that month's fees |
| Below 99.0% but at or above 95.0% | 25% of that month's fees |
| Below 95.0% | 50% of that month's fees |
To claim, email hello@sumpos.com within thirty days of the end of the affected month with the dates and times of the incident. Credits are applied to future invoices and are the sole remedy for failure to meet the uptime commitment.
4. Exclusions
The uptime commitment does not apply to unavailability caused by:
- Planned maintenance notified at least 48 hours in advance, capped at four hours per month and scheduled outside your peak trading hours where possible.
- Your own internet connectivity, local network, devices or hardware.
- Failure of a third-party service you have connected, including payment providers, messaging platforms and government tax systems.
- Your use of the Service in breach of our Terms or Acceptable Use Policy.
- Beta, preview or early access features.
- Force majeure events as defined in our Terms & Conditions.
5. Incident communication
- We publish incidents on our status page as soon as they are confirmed, not after they are resolved.
- Updates follow at least every sixty minutes during a P1 incident.
- A written post-incident review is published within five business days for any P1 incident, including root cause and what we are changing.
- Enterprise customers receive direct notification from their account contact.