Tjenestenivåavtale

Version 1.0 — Effective from November 2025

This Service Level Agreement ("SLA") sets out Tiquo's commitment to providing a reliable, high-quality, and transparent service experience. It applies to all customers using the Tiquo Platform as defined below.

1. Scope of Service

This SLA applies to the production Tiquo Platform, including:

• Tiquo Webapp Platform
• Admin API
• Client API
• Tracking Pixel
• Tiquo iOS App
• Tiquo Android App
• Tiquo PDQ Firmware

This SLA does not apply to:

• Third-party products or services.
• Payment providers.
• The customer's own networks, devices, or infrastructure.
• Integrations not managed or hosted by Tiquo.
• Any beta or preview features.

2. Availability Commitment

Tiquo is committed to maintaining a Monthly Uptime Percentage (MUP) of 99.99% for the Tiquo Platform.

Monthly uptime is calculated as:

Monthly uptime = 1 – (monthly downtime minutes ÷ total possible monthly minutes)

Availability is measured over each calendar month and excludes:

• Scheduled Maintenance (see Section 3)
• Emergency Maintenance (see Section 3)
• Events beyond Tiquo's reasonable control (see Section 8)

Real-time system performance and historical uptime reports are available at status.tiquo.app.

3. Scheduled & Emergency Maintenance

Tiquo strives to maintain zero-downtime updates and avoid any planned outages.

Scheduled Maintenance

If maintenance requiring downtime is necessary, Tiquo will provide at least 48 hours' advance notice. Scheduled downtime will be kept to a minimum and typically occur outside peak operating hours.

Emergency Maintenance

In rare cases where immediate action is required to maintain security, performance, or platform stability, Tiquo may perform Emergency Maintenance without prior notice. Tiquo will always aim to minimise disruption.

Time spent in either Scheduled or Emergency Maintenance is excluded from downtime calculations.

4. Downtime Definition

Downtime is measured using automated server-side monitoring tools that assess error rates, response failures, and unavailability of the covered systems.

Downtime does not include:

• Slowness or delays in non-critical operations (e.g., reports, searches).
• Issues affecting only a specific customer due to configuration or network issues.
• Third-party service failures (e.g., ISPs, channel partners).
• Force majeure events beyond Tiquo's reasonable control.
• Scheduled or emergency maintenance.
• Suspension or termination of service in accordance with Tiquo's Terms of Service.

5. Service Credits

If Tiquo fails to meet the 99.99% monthly uptime commitment, customers may request Service Credits as compensation.

Service Credits are calculated as follows:

Service Credit = (99.99 – Actual Monthly Uptime) × 5% of Monthly Fee

Example:

If uptime in a month is 99.8%, the credit equals:

(99.99 – 99.8) × 5% = 0.95% of Monthly Fee

The maximum total credit that may be awarded in any month is 100% of the Monthly Fee payable to Tiquo.

To receive a credit, customers must email their Tiquo Account Manager or Support Team within 15 days of the month's end in which uptime fell below 99.99%. Service Credits are applied to future invoices and represent the sole and exclusive remedy for failure to meet the Availability Commitment.

6. Support Availability

Tiquo provides customer support during business hours and enhanced coverage where applicable.

Standard Support Hours

Monday–Friday, 09:00–17:30 (UK time), excluding UK public holidays.

Support channels

• Email and Help Centre
• Documentation: https://docs.tiquo.co/

Customers with enhanced support plans may receive extended hours or dedicated response targets as agreed in their plan.

7. Incident Management

Tiquo continuously monitors platform performance and availability.

When incidents occur, Tiquo will:

• Acknowledge critical issues promptly.
• Provide reasonable updates on investigation progress and resolution.
• Publish post-incident summaries on the status page for transparency.

8. Exclusions

This SLA does not apply to unavailability or performance issues resulting from:

• Scheduled or emergency maintenance.
• Internet or hosting provider failures.
• Denial-of-service or other external attacks.
• Customer-side issues (e.g., local network, browser, VPN, or device errors).
• Misuse, configuration changes, or unauthorised access by the customer.
• Third-party integrations or APIs not controlled by Tiquo.
• Beta, preview, or trial features.

Any downtime resulting from the above is excluded from availability calculations and does not qualify for Service Credits.

9. Changes to this SLA

Tiquo may update or modify this SLA from time to time to reflect improvements, new features, or legal requirements.

Where a change is material, Tiquo will provide reasonable prior notice via its website, customer portal, or other communication channels. The version of the SLA in force at the start of the relevant month will apply for that month.

10. Legal & Governance

This SLA is governed by and construed in accordance with the laws of England and Wales.

In the event of conflict between this SLA and other Tiquo documents:

• The Customer Agreement prevails over this SLA.
• This SLA prevails over general terms or policies.

Except for the Service Credits expressly set out herein, this SLA does not create additional rights or remedies.