Safe Space Technology Availability SLA

This SLA covers the availability of the Safe Space SaaS platform and mobile applications. It does not apply to on-premise installations, third-party integrations, or customer internet connectivity.

Availability Target

• Safe Space guarantees 99.9% uptime.

• Downtime is defined as more than 4 continuous minutes where our products are unavailable due to a fault with our technologies.

Measurement

• Availability is measured as the total downtime of Safe Space Technology-owned platforms, apps and services divided by the total time in that month.

Monitoring

• Continuous automated monitoring checks functionality every 30 seconds.

• Synthetic user transactions verify availability worldwide.

Reporting

On request, Safe Space will provide an uptime report detailing:

• Overall availability percentage

• Downtime incidents and root causes

Should the number of reports requested be greater than 2x the downtime incidents in any 12 months, reports will be charged at £250

Escalation

• If availability falls below 99.9% for two consecutive months, the CTO will be notified to conduct a full review and propose corrective actions.