Service Levels and Support Policy

This policy is part of the Terms of Service. It sets out how available we commit to keeping the service on each plan, what support you can expect, and how service credits work. Words defined in the Terms have the same meaning here.

1. Working hours

Support is provided in United Kingdom working hours: 09:00 to 17:30 UK time, Monday to Friday, excluding bank holidays in England and Wales. Response targets below are measured in those hours. A request received outside them is treated as received at the start of the next working period.

2. Support on each plan

Plan	How to reach us	First response target	Update frequency
Starter	Email	Next working day	Two working days
Growth	Email (priority queue)	Four working hours	One working day
Scale	Email and a shared Slack channel	Two working hours	Four working hours

Email support is at support@tidehawk.co. Priority support means your request is placed ahead of standard requests in our queue. On the Scale plan we set up a shared Slack channel between your team and ours within five working days of your request, and the same response targets apply to messages in it. A first response is a substantive reply from a person, not an automatic acknowledgement.

Support covers the operation of the service: your account, configuring monitoring, alerts and integrations, understanding what the service reports, and problems with it. It does not cover renewing certificates or domains for you, configuring your PSA or other third-party systems, or general IT advice.

Onboarding assistance

On the Scale plan we will, on request within your first 60 days, hold up to three video sessions of up to one hour each to help you import clients, set alert rules and connect your PSA, and will review your workspace setup once it is complete.

3. Availability

Starter and Growth

We aim to keep the service available at all times and publish maintenance notices in advance where we can, but on the Starter and Growth plans we do not commit to a level of availability and no service credits apply.

Scale

On the Scale plan we commit to Monthly Availability of at least 99.9%. Monthly Availability is the percentage of minutes in a calendar month during which the application at app.tidehawk.co responded to sign-in and dashboard requests, excluding Excluded Downtime. It is measured by our own monitoring, which we will share with you on request.

Excluded Downtime

The following do not count against Monthly Availability:

• planned maintenance of up to four hours a month, notified at least 48 hours in advance and carried out outside working hours where practicable;
• emergency maintenance needed to address a security risk, of which we will give as much notice as we can;
• unavailability caused by your systems, your network or your PSA, by a third-party source described in section 15 of the Terms, or by your breach of the Agreement;
• an event outside our reasonable control, as described in section 22 of the Terms;
• a suspension permitted by section 19 of the Terms.

Slower discovery, a delayed alert or a delayed ticket is not downtime for this purpose unless the application itself was unavailable. The Terms explain that alerts and discovery depend on sources we do not control.

4. Service credits

If Monthly Availability on the Scale plan falls below 99.9% in a month, you may claim a service credit calculated on the Fees for that month:

Monthly Availability	Credit
Below 99.9% but at least 99.0%	10% of that month's Fees
Below 99.0% but at least 95.0%	25% of that month's Fees
Below 95.0%	50% of that month's Fees

To claim, email support@tidehawk.co within 30 days of the end of the month concerned, stating the dates and times you were affected. We will confirm the credit against our monitoring within ten working days and apply it to your next invoice. Credits are not paid in cash, cannot exceed 50% of one month's Fees, and are not available while any Fees are overdue.

5. Status and incident communication

During an incident that affects the service we will email workspace owners with what is affected, what we know, and when to expect the next update, at least every four working hours until resolved. Within five working days of a significant incident we will provide, on request, a written summary of what happened and what we have changed.

6. Changes to this policy

We may improve the commitments in this policy at any time. We will not reduce them for a plan you are subscribed to without giving you at least 30 days' notice under section 21 of the Terms.