Service Level Agreement

This Service Level Agreement describes the availability we aim for and what we do when we fall short. It applies to DineTide paid plans, operated by DineTide, unless your order says otherwise.

1. Availability target

We aim for the service to be available at least 99.5% of the time in each calendar month, measured on your own system, excluding the exclusions below.

2. Exclusions

Time is not counted as downtime if it is caused by: planned maintenance announced at least 24 hours in advance (we try to keep this to quiet hours); emergency maintenance needed to protect the service; your own internet, devices or configuration; actions by your users or third parties not under our control; failures of services outside ours such as your payment provider, domain provider or a general internet outage; a suspension permitted by the Terms; or events beyond reasonable control.

3. Support response

Support is available on business days through (our support email, shown on our website). Business days and hours follow our registered office's time zone.

4. Service credit

If monthly availability falls below the target, ask within 30 days of the end of the month and we will credit your next invoice: 10% of that month's fee if availability was under 99.5% but at least 99%; 25% if under 99% but at least 95%; 50% if under 95%. Credits are your sole remedy for missed availability and are not paid in cash.

5. Backups and recovery

We take nightly backups kept off the primary server. Our recovery point objective is 24 hours and our recovery time objective is 8 hours for a full loss of a system.

6. Status

Current status and incident history are published at the status page linked on our website.