Service Level Agreement
Last updated 23 July 2026
1. Purpose
This Service Level Agreement (SLA) sets out our commitments on platform availability and support response times. It applies to paid subscription plans, except where an Enterprise agreement states otherwise. It forms part of our subscription terms.
2. Availability commitment
We commit to a monthly uptime of 99.5% for the Tapapp platform. Uptime is measured per calendar month as: (Total minutes in the month minus Downtime minutes) divided by Total minutes in the month, times 100. Downtime means a period during which the core platform is not available to you, excluding the events listed in section 4. Measurement source: our infrastructure monitoring on AWS CloudWatch, together with our incident records.
3. Scheduled maintenance
We aim to schedule maintenance outside UK business hours.
We will give at least 48 hours notice of planned maintenance likely to cause disruption, by email or in-product notice.
Emergency maintenance to address a security or stability risk may be carried out with shorter notice.
Scheduled and emergency maintenance windows are excluded from downtime.
4. Exclusions
Downtime does not include unavailability caused by: scheduled or emergency maintenance under section 3, factors outside our reasonable control including failure of third-party infrastructure providers, internet failures or force majeure, your own systems, networks, devices or connectivity, your breach of our terms or Acceptable Use Policy, suspension for non-payment or policy breach, or beta and trial features marked as such.
5. Support
We provide support Monday to Friday, 9am to 5pm UK time, excluding UK public holidays. Contact support at support@tapapp.co.uk. We classify requests by severity and target the following first response times. Response time is time to first meaningful response, not time to resolution.
Severity | Description | Target first response |
Critical | Platform down or core function unusable for many users, no workaround | 8 business hours |
High | Major function impaired or significant impact, limited workaround | 1 business day |
Medium | Function partly impaired, workaround available | 2 business days |
Low | Minor issue, question, or cosmetic fault | 3 business days |
Observation | Suggestion, feedback, or non-urgent item | Logged and reviewed |
We will work in good faith to resolve issues as quickly as is reasonable, giving priority by severity.
6. Service credits
If uptime in a calendar month falls below the commitment in section 2, you may claim a service credit against your next invoice.
Monthly uptime | Service credit |
99.0% to below 99.5% | 5% of monthly fee |
95.0% to below 99.0% | 10% of monthly fee |
Below 95.0% | 25% of monthly fee |
7. Claiming a credit
Submit a written claim to support@tapapp.co.uk within 30 days of the end of the affected month.
Include the dates and times of the downtime you experienced.
Service credits are the sole remedy for failure to meet the availability commitment. Credits are applied to future invoices and are not paid as cash. Credits do not apply where the cause falls under section 4, or where your account is suspended for non-payment.
8. Changes
We may update this SLA from time to time. We will publish the current version and notify you of material changes by email or in-product notice.
9. Contact
Questions about this SLA: support@tapapp.co.uk
All-in-One App to Simplify Your Business Operations
Whether you manage field staff, compliance, or customer jobs, Tapapp keeps everything in one place.
