Service Level Agreement
Last updated: 15 September 2026 · Version 1.2
This Service Level Agreement is the document referred to in Clause 2.6 of the Business Owner Terms and Conditions, and it forms part of them. It applies to every trade business subscribing to the OptiTech Automation platform. OptiTech Automation is the trading name of Cristian Moise-Putanu, a sole trader based in Torquay, Devon, England.
It says four things: what we aim for, how we know when we have missed it, how fast we respond, and what you get if we let you down. Where this document and the Terms disagree, the Terms win.
1. Definitions
These words have the meaning given here wherever they are used in this document. A word defined in your Terms keeps the meaning the Terms give it.
Unavailable means that the core booking functions of the platform, or its sign-in and data services, cannot be reached by Business Owners, as recorded by our external monitoring, which checks both.
Downtime means the time during which the platform is Unavailable, counted in whole minutes from that record as the interval between a recorded failure and the next recorded recovery. Nothing listed in Section 8 is Unavailability or Downtime.
Monthly Fee means the subscription fee for the platform for the month in question, before VAT, and excluding any setup fee and any one off, add on or usage charge.
Business Day means a weekday that is not a bank holiday in England and Wales.
Support Hours means Monday to Friday, 09:00 to 18:00 UK time, excluding bank holidays in England and Wales.
Service Credit means a credit applied to a future invoice under Section 4.
2. Availability target
We target a monthly platform availability of 99%, excluding any maintenance we have given you notice of. That is the figure in Clause 2.6 of your Terms, and it is the only availability figure we publish.
This is a target, not a guarantee. Clause 2.6 says so, and nothing in this document changes it.
99% of a thirty day month leaves room for about 7 hours and 12 minutes of Downtime. We aim to use far less than that.
Availability is measured by our external monitoring, which checks the platform from outside every ten minutes, records the result of every check that reaches a conclusion, and records every change of state. That record is the basis of any Service Credit, and Downtime is counted from it as the recorded interval between a failure and the next recorded recovery. We do not publish a monthly percentage. Where there is a question about whether the platform was Unavailable, and for how long, our records prevail absent manifest error.
3. How we know when the platform is down
Our monitoring runs in a separate deployment from the platform, so a fault that stops the platform does not stop the watch. A watchdog inside the thing it watches cannot report that thing’s death.
What runs:
- A health check of the platform from the outside, every 10 minutes, covering sign in and the database as well as the platform itself.
- A second confirming check 15 seconds after any failure, so a momentary blip is not called an outage.
- A record written on every check that reaches a conclusion, and a dated entry written each time the platform goes down and each time it comes back. That is the record this document refers to.
- On a confirmed failure, an immediate alert to Cristian’s phone, then a reminder every hour for as long as it stays down, and a further alert when it comes back.
- A synthetic check that walks the public booking door on a test business, so we find out that bookings have broken before one of your customers does. A change in what that check finds is written to the same record.
- A further health scan inside the platform every 30 minutes, covering the database, the scheduled jobs and the payment configuration.
So the practical commitment is this. We expect to know about a full outage within about 10 minutes of it starting, day or night, without anybody having to report it.
4. Service Credits
Where the platform was Unavailable for causes within our control, you may claim a Service Credit.
How it is calculated. The credit is the pro rata share of your Monthly Fee for the recorded Downtime in that month. The total of the Service Credits for any month will never exceed the Monthly Fee for that month.
How to claim. Write to hello@optitechautomation.co.uk within 30 days of the end of the month the Downtime fell in, and tell us the date, the time and what you could not do. A request made after that window is not payable. We will check the monitoring record for the period you give us and tell you what it holds.
When a credit is due. A Service Credit is due where our monitoring record shows Downtime within our control for the period claimed. Our records prevail absent manifest error.
How a credit is given. A Service Credit is applied to a future invoice. It is not paid in cash, it has no cash value, and it cannot be transferred or exchanged. Service Credits are not available for a period you were not charged for, including a free, trial or founding free period, and are not available while your account is suspended, in arrears, or in breach of the Terms.
Your remedies. Service Credits are your sole and exclusive remedy for any failure to meet the availability target, and are without prejudice to the Pledge remedy in Clause 4.7 and to any right that cannot lawfully be excluded. Clause 4.7 applies only where we materially breach one of the six commitments in The Pledge, as Clause 4.8 of your Terms defines. A failure to meet the availability target is not by itself such a breach. The Pledge remedy in Clause 4.7 of your Terms lets you terminate immediately, without serving the standard 30 days’ notice, and entitles you to a pro rated refund of prepaid Fees for the unused part of the current billing period, which stands outside the liability cap under Clauses 4.9 and 10.5. Where one event gives rise to both a Service Credit and the Pledge remedy, you may choose which of the two to take, and you cannot take both for the same loss. Where we miss a response target in Section 5 or a reply target in Section 6 and the platform was not Unavailable, no Service Credit can arise, and your remedy is the one in Clause 10.8 of your Terms: we put the deficient Service right, for example by performing it again, within a reasonable time and at no extra charge. Clause 2.6 of your Terms says we do not guarantee a specific uptime beyond the remedies set out in this document. The Fees reflect this allocation of risk, and you are better placed than we are to insure your own operating losses.
Nothing in this document removes or limits any right you have under law that cannot be excluded or limited.
5. Incident response
These are the times within which we will respond once we are aware of a problem, whether we found it ourselves or you told us.
| How serious | What it means | We respond within |
|---|---|---|
| Critical | The platform is Unavailable, or bookings cannot be taken | 4 hours, at any hour of any day |
| High | A core part of the booking flow is degraded | 4 hours, within Support Hours |
| Medium | A feature that is not central is unavailable | 1 Business Day |
| Low | A cosmetic or non blocking issue | 3 Business Days |
These response times are targets. A missed response target is a failure we record and answer for, and is not by itself a material breach of your Terms.
“Respond” means a real person has looked at it and has told you what is happening and what we are doing about it. It does not mean the problem is fixed by then. Where a fix will take longer, you get the plan and the date rather than silence.
Hours. Critical incidents are alarmed 24 hours a day, every day, and a real person responds within 4 hours whatever the hour. Every other target in this document is measured within Support Hours, and anything that reaches us outside Support Hours is dealt with as soon as reasonably practicable and in any event within the next Support Hours. We do not offer 24 hour support and we will not pretend otherwise.
Section 8 applies to these targets.
6. Support reply targets
Every message becomes one case, with one reference, one written record and one person on it. The acknowledgement is automatic and immediate, because you should never sit and wonder whether your message arrived. The answer never is: a person reads it, and a person writes it.
| What it is about | Acknowledged | A real answer from us |
|---|---|---|
| A complaint | Same Business Day | Within 2 Business Days, and a call offered |
| Money or billing | Same Business Day | Within 2 Business Days, and a call offered |
| Something is not working | Same Business Day | Within 2 Business Days |
| Closing your account | Same Business Day | Within 1 Business Day, read by a person first |
| A question about how something works | Same Business Day | Within 3 Business Days |
| Something you want it to do | Same Business Day | Within 3 Business Days |
| Legal or data protection | Same Business Day, acknowledgement only | A person reads it before anything is said in reply, so we do not promise an automatic date |
These reply targets are measured within Support Hours, and Section 8 applies to them.
If we are going to miss one of these, you hear from us before the date rather than after it, with the reason and a new date. Our own system raises the alarm on a late case by itself, so a missed target is visible to us whether or not you chase us.
Growth and Dominator subscriptions are sold with a faster clock for problems, and it is a target we hold ourselves to in the same way: problems are answered within 4 hours, and fixed or given a written fix plan within 24 hours. Feature requests and upgrades are queued separately from problems.
These reply targets are our own published commitment. The commitment in the Agreement itself is the route to a named, accountable person: The Pledge items 4 and 6, and Clause 4.8(d). A target missed here is a failure we record and answer for. It is not, by itself, the material breach that Clause 4.8(d) describes, and we would rather say that plainly than let you assume more than we have promised.
7. Maintenance
We do not take the platform down for planned maintenance. Updates are deployed as a rolling release: the new version is built and verified first, and traffic moves to it only once it is ready, so there is no window in which the platform is switched off.
If we ever do need to take the platform down deliberately, we will give you at least 48 hours’ notice by email, we will keep it outside UK working hours, and we will say in advance how long we expect it to take.
Where we have to act at once to protect the security or the integrity of the platform or of your data, we may carry out emergency maintenance without notice. We keep it as short as we reasonably can, and we tell you afterwards what we did and why.
Maintenance we have given you notice of does not count as Downtime. Emergency maintenance is excluded from Downtime up to 4 hours in any calendar month; beyond that it counts as Downtime.
One thing we will not do is schedule work between 02:00 and 04:10 UTC. That is when our overnight jobs run, including payouts, the morning dispatch and the data retention sweeps. It is our busiest window, not our quietest one, and it is the worst time to be changing anything.
8. What this document does not cover
Clause 2.6 of your Terms makes this document the place where availability, maintenance, incident response and Service Credits are governed. This section governs the whole of this document. None of the following is Unavailability or Downtime, none of it gives rise to a Service Credit, and none of it counts against the response targets in Section 5 or the reply targets in Section 6:
- Events outside our reasonable control (see also Clause 12.11 of your Terms).
- Your own acts or omissions, including a misconfigured integration or a disconnected payment account.
- Your equipment, your network, your internet connection, your browser, your devices, and the acts or omissions of your own users.
- An outage or degradation, whole or partial, at one of the third party services the platform depends on, named in Clause 2.5 and Schedule 1 of your Terms, is not Downtime for the purposes of this document, whether or not it is a Force Majeure Event under Clause 12.11. We will tell you what has happened and we will chase them, but we cannot control their recovery.
- Maintenance we gave you notice of under Section 7, and emergency maintenance under Section 7 up to the 4 hour monthly bound that section sets.
- Suspension of your account for breach of the Terms, or a pause of your own admin access under Clause 11.2A(f) of your Terms while a document Clause 12.9 requires you to accept is outstanding. That pause reaches your admin console only: your public booking page keeps taking bookings and your workers keep using the app.
- A feature the Platform labels as a whole as beta, preview or trial. A panel inside a feature sold as live is not one, as Clause 2.8 of your Terms says.
- An attack on the platform, including a denial of service attack, where we have acted reasonably.
Nothing in this document removes or limits any right you have under law that cannot be excluded or limited.
9. Records and status
We do not publish a live status page. The monitoring described in Section 3 raises the alarm to a person, not to a web page. If you want to know whether something is wrong right now, email hello@optitechautomation.co.uk or ask for a call, which we will arrange, and you will get a person rather than a coloured dot.
We keep the record our monitoring produces. If you ask about a particular month, we will tell you what that record holds for it, including where it holds nothing. Ask by email to hello@optitechautomation.co.uk.
The record is a rolling one, and this is its limit. It keeps up to 500 entries and drops anything older than 13 months. A claim has to be made inside the 30 day window in Section 4, which is why that window exists: inside it, the entries a claim rests on are still there.
10. Changes to this document
We change this document the way your Terms are changed, under Clause 12.9 of your Terms. We will not change it in the middle of a month in a way that affects a claim you have already made. Earlier versions of this document are available by email on request.
If you signed up while an earlier version of this document was in force, you can ask for whichever Service Credit is more favourable to you. The claim procedure, the exclusions and the record in this version apply to any claim made under it.
11. Contact
OptiTech Automation is the trading name of Cristian Moise-Putanu, a sole trader based in Torquay, Devon, England.
- hello@optitechautomation.co.uk for support and incidents
- legal@optitechautomation.co.uk for anything about this document
Version history
Version 1.2, 15 September 2026. Version 1.2 replaces version 1.1, which was prepared the same day and is superseded before publication, so in public it supersedes version 1.0. It confines Service Credits to the availability target, and where a response target in Section 5 or a reply target in Section 6 is missed and the platform was not Unavailable it names the remedy in Clause 10.8 of your Terms, which is that we put the deficient Service right at no extra charge. It says that a call is arranged rather than answered on a number we do not publish. It discloses the limits of the monitoring record any claim rests on. It confirms that earlier versions of this document are available by email on request. Version 1.2 applies to Agreements accepted on or after 15 September 2026. For Business Owners who accepted earlier, the Service Level Agreement in force when they accepted, if any, continues to apply until 60 days after written notice under Clause 12.9.
Version 1.1, 15 September 2026. Prepared on 15 September 2026 and superseded by version 1.2 before publication. It was never served at this address, so no Agreement was ever governed by it. Everything it changed is carried into version 1.2 and described in the entry above.
Version 1.0, 14 September 2026. The first published version of the Service Level Agreement at this address. Clause 2.6 of the Business Owner Terms and Conditions has incorporated a Service Level Agreement published here since version 3.3 of those Terms, dated 3 September 2026. This document supplies it, and it replaces the Service Level Agreement previously served at this address. The earlier text is kept in our records and is available on request.