99.5% monthly uptime for the production application (britwise.school + portal + API). Measured by our Uptime Kuma monitor at status.britwise.school. Scheduled maintenance windows (announced 72 h in advance, max 4 h/month) are excluded.

If monthly uptime falls below 99.5%: 10% credit. Below 99.0%: 25% credit. Below 95.0%: 50% credit. Credits apply to the next monthly invoice or as a refund on annual contracts. Claim by emailing billing@britwise.school within 30 days of the affected month.

• P1 (production down for all users): 1 h response, 8 h fix target • P2 (major feature degraded, workaround exists): 4 h response, 24 h fix target • P3 (single-user issue): 1 working day response, 5 working days fix • P4 (feature request, cosmetic): best effort B2C support is best-effort same business day. B2B/B2G/B2S Enterprise tier has contractual SLAs above.

Flagged transcripts undergo manual review by our team and are routed to your DSL within one working day. Automated 4-hour DSL routing is on the v1.1 roadmap (Q4 2026) — we do not promise sub-day SLAs we cannot currently deliver.

RPO 24 h · RTO 4 h · Daily MongoDB Atlas backups retained 30 days · Quarterly DR test (target Q3 2026 onwards).

Force majeure, third-party provider outages (Stripe, OpenAI, Deepgram, Hetzner, Resend), customer-caused issues, and force-blocking-traffic-by-Government are excluded.