Legal
Service Level Agreement
Version 1.0 · Last updated August 2026
This Service Level Agreement is Schedule 2 of the Master Subscription Agreement and sets out LeakIQ's availability commitment, how incidents are prioritised, and the service credits that apply if the commitment is missed.
1. Availability commitment
LeakIQ targets 99.5% platform availability, measured monthly, excluding scheduled maintenance and circumstances outside LeakIQ's reasonable control. “Availability” means the platform is accessible and operational for its core functions (issue detection, recovery queue, evidence pack export); it excludes third-party connector APIs outside LeakIQ's control.
How this is currently measured. LeakIQ does not yet operate an independent third-party uptime monitor. Availability is assessed from hosting-platform request records and our own incident log, and scheduled-job health is monitored continuously. If you believe availability fell below the commitment in any month, contact us and we will review those records with you rather than asking you to prove it. We will replace this paragraph with a published measured figure once independent monitoring is in place.
2. Scheduled maintenance
Scheduled maintenance is communicated at least 48 hours in advance and, where reasonably practicable, performed outside business hours (09:00 to 18:00, Monday to Friday, UK time). Emergency maintenance may be performed with shorter notice where required to protect platform security or integrity.
3. Incident classification
| Priority | Definition | Initial response | Target resolution |
|---|---|---|---|
| P1, Critical | Platform completely inaccessible or data loss occurring | 4 business hours | 8 business hours |
| P2, High | Core feature unavailable, no workaround | 1 business day | 2 business days |
| P3, Medium | Non-critical feature impaired, workaround available | 2 business days | 5 business days |
| P4, Low | Minor issue or enhancement request | 5 business days | Next release |
4. Service credits
If monthly availability falls below the commitment in section 1:
- Below 99.5% but at or above 99.0%: 5% of the monthly fee for the affected workspace.
- Below 99.0% but at or above 95.0%: 10% of the monthly fee for the affected workspace.
- Below 95.0%: 25% of the monthly fee for the affected workspace.
Service credits must be claimed within 30 days of the end of the affected month by emailing support@leakiq.io. Credits are applied to the following invoice, are not redeemable for cash, and are the customer's sole and exclusive remedy for platform unavailability.
5. Support contact
Technical support: support@leakiq.io, available on business days 09:00 to 18:00 UK time. P1 incidents may be escalated to the same address and are triaged outside business hours on a best-efforts basis.