GBOS

REVIEW-READY DRAFT — GBOS-specific and factual, but NOT final and NOT legal advice. Must be confirmed by a qualified solicitor before GBOS relies on it (see the [SOLICITOR TO CONFIRM] items).

Service Level Agreement (SLA)

Version 2026-08-r1 · Effective 2026-08-02

Availability commitment, support targets and service credits (draft).

1. Scope

This SLA applies to the production GBOS Service for the plans/order forms that expressly reference it. It is a DRAFT: the numbers below are placeholders the Company must be able to meet and evidence before publishing.

2. Availability commitment

Target monthly availability: [SOLICITOR TO CONFIRM / OWNER TO SET, e.g. 99.9%], measured as successful responses to health checks over the calendar month, excluding scheduled maintenance and events outside the Company’s reasonable control.

The Service runs on third-party infrastructure (Vercel hosting, Neon database); the committed figure must not exceed what those providers’ own SLAs and the Company’s architecture can sustain.

3. Scheduled maintenance

Planned maintenance will be notified in advance where practicable and is excluded from availability calculations.

4. Support targets

Support is provided via the in-product support channel. Target initial-response times by severity: [OWNER TO SET]. These are targets, not guarantees, unless stated in an order form.

5. Service credits

If availability falls below the committed target, the Customer may claim service credits on the scale [SOLICITOR TO CONFIRM / OWNER TO SET]. [SOLICITOR TO CONFIRM] whether service credits are the sole and exclusive remedy for availability failures and how claims are made.

6. Business continuity

The Company operates database backups and rehearses recovery. Concrete recovery-time and recovery-point objectives (RTO/RPO) are [OWNER TO SET] and should only be published once evidenced.

Clauses a solicitor must confirm

The following points in this document require qualified legal sign-off before GBOS relies on it.

  • The committed uptime figure and measurement method — set only a number the Company can actually meet and evidence.
  • Service-credit mechanics and whether credits are the sole and exclusive remedy — confirm enforceability.
  • Whether the SLA is offered to all plans or only to specific paid tiers / order forms.
  • Alignment of the availability commitment with the underlying providers’ (Vercel, Neon) own SLAs.

This document is a GBOS-specific, review-ready draft. It is not final and does not constitute legal advice; it must be confirmed by a qualified solicitor (see the clauses flagged above) before GBOS relies on it.