Service level agreement
Last updated: 18 September 2026. This SLA states commitments we can actually keep on the infrastructure we actually run. It is a working draft and should be reviewed by a UK-qualified solicitor before you rely on it as final.
1. Who this applies to
This SLA applies to clubs on a Custom plan, and to any club whose written agreement with Slashbit Ltd refers to it. It forms part of our Terms of business and sits alongside our Data processing agreement.
2. Availability
We target 99.5% availability of the Adminished web application, measured monthly. That allows roughly 3 hours 39 minutes of unplanned downtime in a 30-day month.
Why 99.5% and not 99.9%: Adminished runs as a single application instance against a single database. That is honest engineering for a service of this size, and it means a hardware fault or a failed upgrade takes minutes to hours to resolve rather than seconds. We would rather commit to a number we can hold than publish a figure the architecture cannot support. If your organisation needs a higher figure, say so before you sign — it is a question about our infrastructure, not our paperwork.
How it is measured: the proportion of the month in which the application answers requests successfully, measured in whole minutes, excluding the periods in section 3.
3. What does not count as downtime
- Planned maintenance, notified at least 48 hours in advance and, wherever possible, outside 08:00–20:00 UK time.
- Routine deployments, which interrupt service for seconds rather than minutes.
- Failures of a third party we depend on — Stripe, Resend, Cloudflare, or your own internet connection — where the cause lies outside our systems. We will still tell you what is happening.
- Emergency security patching, where the risk of waiting is greater than the risk of a short interruption.
- Misuse, or use in a way this agreement or our terms do not permit.
4. Support
Support runs 09:00–17:00 UK time, Monday to Friday, excluding England & Wales bank holidays. Reach us at [email protected].
Response time means a human reply from someone able to act — not an automated acknowledgement.
| Severity | What it means | We respond within |
|---|---|---|
| P1 — Critical | The service is down, or nobody at your club can log in | 4 working hours |
| P2 — Major | A core function is broken with no workaround — registers, payments or messaging | 1 working day |
| P3 — Minor | Something is wrong but there is a way round it | 3 working days |
| P4 — Question | How do I…, or a change request | 5 working days |
We commit to response times, not fix times. A realistic promise to reply and keep you informed is worth more than a resolution deadline that depends on what the fault turns out to be. For a P1 we will tell you what we know, what we are doing, and when you will next hear from us.
5. Backups and recovery
- Frequency: the database is backed up nightly, with encrypted copies held off-site.
- Retention: 14 daily and 8 weekly off-site copies.
- Recovery point (RPO): up to 24 hours. Because backups are nightly, a total loss could cost up to a day of data. We state this plainly rather than implying continuous replication we do not run.
- Recovery time (RTO): 1 working day to restore service from backup.
- Tested, not assumed. Restores are verified end to end against recorded row counts, not merely presumed to work because a file exists.
6. Service credits
If we miss the availability target in a calendar month, you may claim a credit against your next invoice:
| Availability that month | Credit |
|---|---|
| 99.0% – 99.49% | 10% of that month's fee |
| 95.0% – 98.99% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
Claim within 30 days of the month in question by emailing [email protected]. Credits are the sole remedy for missed availability and are applied to fees, not paid in cash.
7. Keeping you informed
For any incident affecting your club for more than 30 minutes we will contact your named administrator directly, update you at least every two hours while it continues, and send a short written summary within five working days of what happened and what we changed.
8. Your side
For us to meet these commitments, you agree to give us a named contact, report faults through the support address rather than informally, and give us the detail we need to reproduce a problem.
9. Changes
We may update this SLA, but not to your material detriment during a paid term without telling you at least 30 days in advance.
Slashbit Ltd, registered in England & Wales, company no. 17220107. Registered office: Unit 11 Waterside Business Park, Lamby Way, Cardiff, South Glamorgan, CF3 2ET, United Kingdom.