1 Scope
This SLA applies to all customers with an active ConstructSum subscription.
Any enhanced service levels, bespoke support arrangements, or enterprise-specific commitments apply only if expressly agreed in writing.
2 Service Availability Commitment
2.1 Availability Target
ConstructSum commits to a monthly service availability target of 99.9% (the “Availability Commitment”).
Availability is measured on a calendar-month basis.
2.2 Definition of Availability
“Availability” means the percentage of time in a calendar month during which the ConstructSum Platform is available and accessible to users, excluding permitted downtime.
Availability is calculated as:
(Total minutes in month − Downtime) ÷ Total minutes in month × 100
2.3 Downtime
“Downtime” means a complete loss of access to the core Platform functionality for all users.
Downtime does not include partial degradation, reduced performance, or issues affecting only individual users.
3 Exclusions from Availability Calculations
The following are excluded from Availability calculations:
- Scheduled maintenance (Section 4)
- Emergency maintenance
- Force majeure events
- Internet, ISP, or network issues outside ConstructSum’s control
- Customer-side misconfiguration or misuse
- Issues caused by third-party services or integrations
- Beta, preview, or experimental features
- Security-related suspension necessary to protect the Platform or data
4 Scheduled Maintenance
4.1 Maintenance Windows
ConstructSum may perform scheduled maintenance to maintain and improve the Platform.
- Scheduled maintenance will, where practicable, be carried out outside normal business hours
- Reasonable advance notice will be given where possible
4.2 Emergency Maintenance
Emergency maintenance may be carried out without prior notice where required to address security, stability, or operational risks.
5 Support Services
5.1 Support Channels
Support requests may be submitted via the designated support channels available within the Platform or via official ConstructSum support contact details.
5.2 Incident Severity Levels & Response Targets
| Severity | Description | Target Initial Response |
|---|---|---|
| Critical | Platform unavailable for all users | Within 4 business hours |
| High | Major functionality severely impacted | Within 1 business day |
| Medium | Partial functionality affected | Within 2 business days |
| Low | Minor issues, questions, or requests | Within 3 business days |
Response times represent initial acknowledgement, not resolution time.
6 Incident Management & Communication
- ConstructSum will use commercially reasonable efforts to promptly investigate and resolve incidents
- For significant service disruptions, ConstructSum may provide updates via the Platform or other channels
- Resolution timelines depend on incident complexity and external dependencies
7 Service Credits
7.1 Eligibility
If ConstructSum fails to meet the Availability Commitment in a calendar month, eligible customers may request service credits under this SLA.
Service credits:
- Are applied as credits towards future subscription fees
- Are not cash refunds
- Are the customer’s sole and exclusive remedy for failure to meet availability commitments
7.2 Service Credit Schedule
| Monthly Availability | Service Credit |
|---|---|
| ≥ 99.9% | No credit |
| 99.0% – < 99.9% | 5% of monthly subscription fee |
| < 99.0% | 10% of monthly subscription fee |
Total service credits in any calendar month shall not exceed 10% of the applicable monthly subscription fee.
7.3 Claim Process
To request a service credit, the customer must:
- Submit a written request within 30 days of the affected month
- Include reasonable details of the incident
ConstructSum will review and apply approved credits in the next billing cycle.
8 Customer Responsibilities
Customers are responsible for:
- Maintaining appropriate internet connectivity
- Ensuring correct configuration and authorised use
- Using the Platform in accordance with the Terms of Service
- Promptly reporting incidents through designated channels
9 Third-Party Services
The Platform relies on third-party infrastructure and services, including cloud hosting providers.
Availability commitments under this SLA apply at the ConstructSum application layer and are independent of any third-party SLAs.
ConstructSum does not guarantee the availability of third-party services.
10 Changes to This SLA
ConstructSum may update this SLA from time to time.
Material changes will be published on the ConstructSum website or Platform and will take effect from the next subscription renewal period.
11 Governing Law
This SLA is governed by the laws of England and Wales.
12 Contact
For SLA-related enquiries:
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