1 – Introduction

This Uptime Service Level Agreement (SLA) outlines the service levels and commitments for the availability and performance of the CITI Virtual Learning Limited website (hereafter referred to as “the Service”). This SLA is between CITI Virtual Learning Limited (hereafter referred to as “Provider”) and its clients (hereafter referred to as “Clients”).

2 – Service commitment

The Provider commits to ensuring that the Service is available 99.9% of the time in any given calendar month, excluding scheduled maintenance and force majeure events.

3 – Definitions

Uptime: The time during which the Service is operational and accessible to Clients.

Downtime: The time during which the Service is not operational or accessible to Clients, excluding scheduled maintenance and force majeure events.

Scheduled Maintenance: Planned downtime for maintenance, upgrades, or repairs, which will be communicated to Clients at least 48 hours in advance.

Force Majeure: Events beyond the Provider’s control, including but not limited to natural disasters, war, acts of terrorism, government actions, and internet outages.

4 – Uptime guarantee

The Provider guarantees that the Service will be available 99.9% of the time in any given calendar month. This equates to a maximum allowable downtime of approximately 43 minutes and 12 seconds per month.

5 – Monitoring and reporting

The Provider will use independent monitoring tools to track the availability of the Service. Clients can request uptime reports at any time by contacting the Provider’s support team.

6 – Service credits

If the Provider fails to meet the uptime guarantee, Clients will be eligible for service credits as follows:

• 99.0% – 99.9% uptime – band A service restoration
• 95.0% – 98.9% uptime – band B service restoration
• Below 95.0% uptime – band C service restoration

Service credits will be applied to the Client’s account and can be used towards future invoices. To claim service credits, Clients must submit a request within 30 days of the end of the month in which the downtime occurred.

7 – Exclusions

The uptime guarantee does not apply to:

• Scheduled maintenance
• Downtime caused by force majeure events
• Downtime resulting from Client’s actions or inactions
• Downtime caused by third-party services or integrations.

8 – Support

The Provider offers 24/7 support to address any issues related to the Service. Clients can contact the support team via email at support@citi.co.uk or by phone at 01908 283600.

9 – Amendments

The Provider reserves the right to amend this SLA at any time. Clients will be notified of any changes at least 30 days in advance.

10 – Acceptance

By using the Service, Clients agree to the terms and conditions outlined in this SLA.