Service Level Agreement (SLA)
Our commitment to platform availability, performance, and support for our institutional partners.
Last Updated: 1 October 2025
This Service Level Agreement ("SLA") outlines the service commitments provided by Angel Investment Technology Ltd ("Ignite", "we", "us") to our institutional customers ("You", "Customer") for the Ignite Platform. This SLA is incorporated into the main Terms of Service between Ignite and the Customer.
"Uptime": The percentage of time in a calendar month that the Ignite Platform is available for access and use by the Customer.
"Downtime": The total number of minutes in a calendar month during which the Platform is unavailable. Downtime does not include periods of unavailability listed in the "Uptime Exclusions" below.
"Service Credit": A credit, calculated as a percentage of the monthly fee, that may be applied to the Customer's account if the Uptime commitment is not met.
"Business Hours": 9:00 AM to 6:00 PM British Summer Time (BST), Monday to Friday, excluding UK bank holidays.
"Support Request": A request for technical support submitted by an authorised Customer representative via the designated support channel.
Ignite commits to maintaining a minimum of 99.5% Uptime for the Platform each calendar month.
The Uptime percentage is calculated as follows:
Uptime % = ( (Total Minutes in Month - Downtime Minutes) / Total Minutes in Month ) × 100Downtime does not include unavailability resulting from:
- Scheduled Maintenance: As described in Section 6.
- Force Majeure Events: Including but not limited to acts of God, governmental actions, war, civil unrest, or widespread internet or power failures beyond our reasonable control.
- Customer-Side Issues: Issues with the Customer's own equipment, software, network connections, or misuse of the Platform.
- Third-Party Services: Failures of third-party services that are not within our direct control.
If the monthly Uptime falls below our 99.5% commitment, the Customer will be eligible to receive a Service Credit on their next invoice, provided the Customer requests the credit within 30 days.
| Monthly Uptime Percentage | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% to 99.49% | 10% |
| 95.0% to 98.99% | 25% |
| Less than 95.0% | 50% |
Service Credits are the sole and exclusive remedy for any failure by Ignite to meet the Uptime commitment.
Ignite will provide technical support services during Business Hours.
Support Channel: Support Requests must be submitted via email to support@ignite.new.
Target Response Times: We will use commercially reasonable efforts to meet the following initial response time targets for Support Requests.
| Priority | Description | Target Response Time |
|---|---|---|
| Urgent | Platform is completely unavailable. | 2 Business Hours |
| Standard | Partial feature failure or general query. | 8 Business Hours |
We will periodically perform scheduled maintenance to update and improve the Platform. We will notify designated Customer contacts via email at least 48 hours in advance of any maintenance that is expected to cause Downtime. Maintenance will be scheduled outside of Business Hours where possible.