Service Level Agreement
Last updated: June 2025
Effective from: June 2025
This SLA applies to Premium and Investor Pro subscribers.
1. Service Availability
Target uptime: 99.5% monthly, excluding scheduled maintenance and force majeure.
2. Scheduled Maintenance
Communicated 48 hours in advance via email and status banner. Performed between 02:00–06:00 GMT where possible.
3. Incident Response Times
| Severity | Description | Response Time |
|---|---|---|
| P1 — Critical | Platform inaccessible | Within 2 hours |
| P2 — High | Major feature unavailable | Within 8 hours |
| P3 — Medium | Feature degraded | Within 24 hours |
| P4 — Low | Minor issue | Within 72 hours |
4. Compensation
If uptime falls below 99.5% in any calendar month, affected subscribers receive a pro-rata subscription credit for the downtime period.
5. Exclusions
Third-party service outages (Supabase, Anthropic API, Vercel) outside our control are excluded from SLA calculations.
6. Status Page
status.propwealth.co.uk
Questions about this policy? Email info@propwealthmetrics.com.