Service Level Agreement

1. Scope and Applicability

This SLA applies to all paid Bloc Subscription plans. It does not apply to free trials, beta features, or any third-party services accessed through Bloc integrations.

Where your Order Form specifies different or enhanced service level commitments, those take precedence over this SLA to the extent of any conflict.

2. Definitions

Downtime

Any period during which the Platform is Unavailable, excluding Scheduled Maintenance and Excluded Events.

Monthly Uptime Percentage

The total minutes in a calendar month minus Downtime minutes, divided by total minutes in that month, expressed as a percentage.

Platform

The Bloc web application and API, excluding third-party integrations and services.

Scheduled Maintenance

Planned maintenance periods announced in advance as described in Section 5.

Service Credit

A credit applied to your next invoice in accordance with Section 7.

Unavailable

The Platform is not accessible to the Customer due to a fault within our infrastructure. Partial degradation of non-core features does not constitute Unavailability.

Business Hours

09:00–18:00 Monday to Friday, excluding UK public holidays.

3. Uptime Commitment

Bloc targets a Monthly Uptime Percentage of 99.5% for all paid Subscription plans.

This commitment covers the core Platform modules: Sales CRM, Lettings CRM, Property Management, Accounts, AI Features, and the Matchouse integration layer.

4. How We Measure Uptime

Uptime is measured using our internal monitoring systems, which poll Platform endpoints at one-minute intervals from multiple geographic locations. A period is recorded as Downtime only when the majority of monitoring checks from at least two locations confirm unavailability.

• Measurement is based on calendar months (midnight UTC on the first to midnight UTC on the last day).
• Scheduled Maintenance windows and Excluded Events (Section 8) are removed from the calculation before computing the Monthly Uptime Percentage.
• Uptime records are retained for 12 months and made available to Customers on request.
• Our status page at status.bloc.matchouse.com provides real-time and historical uptime data.

5. Scheduled Maintenance

We perform planned maintenance to keep the Platform secure, performant, and up to date. Our maintenance approach is as follows:

6. Incident Classification and Response

All incidents are triaged, classified by severity, and tracked through to resolution. Our commitments by priority level are:

Response times are measured from the time an incident is acknowledged by our on-call team. Resolution targets are best-effort and not guaranteed. All times refer to clock hours unless stated as business days.

Reporting an Incident

To report an incident, contact us at [email protected] with a clear description, the affected module, and the impact on your team. P1 and P2 incidents should be marked as URGENT in the subject line.

7. Service Credits

If the Monthly Uptime Percentage falls below 99.5% in any calendar month due to our fault, you are entitled to a Service Credit as follows:

Claiming a Credit

• Credits must be requested within 30 days of the end of the affected calendar month.
• Submit your request to [email protected] with the subject line “SLA Credit Request - [Month Year]” and include the dates and times affected.
• We will review your request against our monitoring records within 10 business days and apply approved credits to your next invoice.
• Credits are the sole and exclusive remedy for SLA breaches. They have no cash value and cannot be transferred.
• Credits are not available during free trials or to accounts in arrears.

8. Exclusions

The following events are excluded from Downtime calculations and do not give rise to Service Credits:

• Scheduled Maintenance, as defined in Section 5.
• Emergency Maintenance performed to protect the Platform or customer data.
• Events arising from your acts or omissions, including misconfiguration of your Workspace, exceeding fair-use limits, or actions by your Users.
• Unavailability of third-party integrations or services (e.g. WhatsApp, portal APIs, payment processors) that are outside our control.
• Force Majeure events as defined in the Terms of Service.
• Denial-of-service attacks, hacking, or other malicious external activity directed at our infrastructure.
• Degradation caused by your use of unsupported browser versions or operating systems.
• Issues arising from your failure to apply updates or notifications we have communicated as critical.
• Beta Features, which are explicitly excluded from all SLA commitments.

9. Support Channels and Hours

We do not currently offer phone support or a dedicated account manager as a standard inclusion. Enhanced support arrangements may be available under a custom Enterprise plan.

10. Transparency and Reporting

We are committed to being open about platform performance. Our approach to transparency includes:

• Real-time status updates for all active incidents on our public status page.
• Post-incident reports (PIRs) for P1 and P2 incidents, published within 5 business days of resolution. PIRs include a timeline, root cause analysis, and remedial actions taken.
• Monthly uptime data available on request for any month within the past 12 months.
• Advance notice of all Scheduled Maintenance via email and in-app notification.
• An annual transparency summary covering total downtime, incident counts by severity, and any improvements made to our infrastructure.

11. Changes to This SLA

We may update this SLA at any time. We will provide at least 30 days' written notice of any change that reduces your service level entitlements. Continued use of the Platform after the effective date of a change constitutes acceptance.

Changes that improve or maintain your entitlements may take effect immediately.

12. Contact