Service Level Agreement (SLA)

1. Scope & Application

This Service Level Agreement ("SLA") sets forth the technical support standards, system availability guarantees, incident response times, and disaster recovery commitments provided by Cankal Software and IT Consultancy Ltd.("Cankal Software", "we", "our") to clients subscribed to our hosted enterprise SaaS platforms (including Firevision), managed cloud solutions, and bespoke software maintenance contracts.

Note: Free public web tools (such as the AEO Scanner, Website Health Audit, Vulnerability Check, and 2026 OWASP Top 10 Audit) are provided on a best-effort "as-is" basis and are excluded from this formal commercial SLA.

2. System Availability & Uptime Commitment

We target a monthly system availability of at least 99.9% Uptime across our core hosted platforms and API services, calculated on a calendar month basis.

Uptime Calculation Formula

Monthly Uptime % = [(Total Monthly Minutes − Unscheduled Downtime Minutes) ÷ Total Monthly Minutes] × 100

*Scheduled maintenance windows (notified at least 48 hours in advance) and issues arising from external network failures beyond our control are excluded from downtime calculations.

3. Incident Classification & Response Times

When an incident is reported through our support channels (info@cankalsoftware.com or dedicated client portal), our engineering team classifies the issue and responds within the following contractual windows:

Severity 1 (Critical)

Support: 24/7/365

Complete service outage affecting core business operations with no available workaround.

Initial Response Target:< 1 Hour

Resolution / Workaround Target:< 4 Hours

Severity 2 (Major)

Support: Extended Business Hours

Significant system degradation affecting key features or performance, but partial operations continue.

Initial Response Target:< 4 Hours

Resolution / Workaround Target:< 12 Hours

Severity 3 (Minor)

Support: Standard Business Hours

Non-critical feature issue, minor UI flaw, or general operational request with full workaround available.

Initial Response Target:< 1 Business Day

Resolution / Workaround Target:Next Scheduled Release

4. Backup & Disaster Recovery Standards

All enterprise cloud deployments engineered by Cankal Software adhere to enterprise resilience benchmarks:

Recovery Point Objective (RPO)

< 1 Hour

Continuous automated snapshot replication across geographically distributed UK & EU data centres.

Recovery Time Objective (RTO)

< 4 Hours

Automated multi-region failover and containerised infrastructure orchestration for rapid restoration.

5. Service Credits & Remedies

In the event that Cankal Software fails to meet the 99.9% monthly availability target for a covered enterprise managed service, the Client is entitled to request a service credit applied to their subsequent billing invoice:

99.0% to 99.89% Uptime: 10% monthly service credit
95.0% to 98.99% Uptime: 25% monthly service credit
Below 95.0% Uptime: 50% monthly service credit

6. Enquiries & Support Escalations

For critical incident reporting, SLA questions, or enterprise custom support tiers:

Cankal Software Incident Response Team

Email: info@cankalsoftware.com

United Kingdom