Service Level Agreement

Effective Date: April 2026

Version: 1.0

Target Uptime: 99.5% monthly

This SLA defines the service availability commitments and support response times for LedgerPro™ subscribers.

1. Availability

LedgerPro™ targets a monthly uptime of 99.5%, measured across all core platform services including the application, API, and database. Uptime is calculated excluding planned maintenance windows.

Metric	Target
Monthly uptime	99.5%
Maximum unplanned downtime per month	3.6 hours
Recovery Time Objective (RTO)	4 hours
Recovery Point Objective (RPO)	24 hours (daily backups)

2. Support

Support is available via the in-app support ticket system. Response times are measured from receipt of the ticket during business hours (Monday–Friday, 9am–6pm GMT, excluding UK public holidays).

Severity	Definition	Response Time
Critical	Platform completely unavailable or major data integrity issue	4 hours
High	Key feature unavailable, significant impact on firm operations	8 hours
Medium	Feature degraded but workaround available	24 hours
Low	General enquiry, cosmetic issue, or feature request	48 hours

3. Planned Maintenance

LedgerPro™ may carry out planned maintenance to update and improve the platform. We commit to:

Providing advance notice of planned maintenance where possible
Scheduling maintenance outside core business hours (Mon–Fri, 9am–6pm GMT) where practicable
Minimising disruption to service availability

4. Incident Management

In the event of a service incident, LedgerPro™ will follow this process:

Detection — automated monitoring alerts the operations team
Containment — immediate steps taken to limit impact
Resolution — root cause identified and service restored
Post-incident review — analysis of cause and preventive measures documented

Customers will be notified of significant incidents affecting their firm.

5. Exclusions

Downtime caused by the following is excluded from SLA calculations:

Force majeure events beyond LedgerPro™'s reasonable control
Customer misuse or actions in breach of the Terms of Service
Third-party outages (e.g. internet service providers, DNS providers)
Scheduled maintenance communicated in advance
Customer-requested changes or testing activities

6. Reporting

Customers may request uptime and incident reports at any time by contacting support. LedgerPro™ will endeavour to provide monthly availability summaries upon request.

7. Contact

For SLA-related enquiries or to report an incident: support@lawledgerpro.com