Enterprise-ready
Service Level Agreement
Our uptime targets, response times and service credits — the same commitments we put in writing for enterprise customers.
Version 2026.06 · Effective from 1 June 2026
Uptime commitment
| Plan | Monthly uptime target | Service credit |
|---|---|---|
| Solo / Team | 99.5% | Best-effort |
| Business | 99.9% | 5% credit per 0.1% missed |
| Enterprise | 99.95% | 10% credit per 0.1% missed, capped at 50% |
Service credits are capped at the affected month's subscription fee for that plan, applied to a future invoice, and are the sole and exclusive remedy.
Incident severity & response
Service unavailable or material data loss affecting most users.
First response
15 min
Resolution target
4 hours target
Major feature unavailable with no reasonable workaround.
First response
1 hour
Resolution target
1 business day
Minor feature impaired or workaround available.
First response
1 business day
Resolution target
5 business days
Cosmetic issue, documentation or feature request.
First response
3 business days
Resolution target
Next release cycle
Support hours
09:00–18:00 UK time Mon–Fri. Enterprise: 24×7 hotline for S1.
Maintenance
Sundays 02:00–05:00 GMT. Announced 48h ahead on status page.
Contact
sla@workappltd.com · status.workappltd.com
Frequently asked questions
How is uptime measured?+
Uptime is measured monthly as (Total minutes in month − Unavailable minutes) / Total minutes. Unavailable means a 5xx response rate above 5% sustained for at least 5 consecutive minutes on the application API, observed by our external monitoring. Scheduled maintenance and customer-caused outages are excluded.
When is scheduled maintenance?+
Standard maintenance windows are Sundays 02:00–05:00 GMT, announced at least 48 hours in advance on status.workappltd.com. Emergency maintenance may be performed at any time and is communicated as soon as possible.
How do I claim a service credit?+
Email sla@workappltd.com within 30 days of the affected billing period with the incident dates. Approved credits are applied to your next invoice. Credits are the sole and exclusive remedy for any SLA failure.
What are support hours?+
Email and in-app chat support: 09:00–18:00 UK time, Monday to Friday, excluding UK bank holidays. Enterprise customers receive a 24×7 incident hotline for S1 events.
Where can I see live status?+
Real-time service status and historical incident reports are published at workappltd.com/status. Subscribe to email or RSS updates to receive incident notifications automatically.
Need a signed SLA?
Enterprise customers receive a counter-signed SLA addendum as part of contracting.