Status of this document
This is the standard service level agreement (SLA) for a BarrierLedger subscription. It is published so it can be read in advance. Target response times, credit amounts and any engagement-specific variation are stated in your order form; where the order form and this page differ, the order form prevails.
1. Availability targets
The monthly availability target is 99.5 % on the shared cloud and 99.5 % on dedicated hosting: the same target for both tiers until a warm standby exists for dedicated hosting. Planned maintenance is excluded from the measurement (section 5). These are the published figures on the pricing page, incorporated into the applicable order form. The order form records the target and any service-credit terms for your subscription and controls if documents differ. For a self-hosted licence, availability is determined by the infrastructure you operate.
These are targets, measured monthly. They are not a warranty.
Live availability of the shared-cloud web app, API, sign-in and website is published at status.barrierledger.com, checked every minute by FEEC’s monitoring service.
2. What counts as unavailable
A month is measured in minutes. Time does not count towards unavailability when the service is unreachable because of:
- planned maintenance announced in advance (section 5);
- work you or your infrastructure provider carried out;
- your network, your browser or your identity provider;
- a force majeure event; or
- the self-hosted deployment’s own infrastructure, where you operate it.
3. Service credits
Where the monthly target is missed on shared cloud or dedicated hosting, service credits apply as set out in your order form. Credits are applied against a future invoice. They are the remedy for missed availability; they are not a refund of fees already paid, and they are not available for the self-hosted option, which you operate.
4. Support
Support is by email through the enquiry channel, in English, during FEEC’s support hours. Your order form states those hours and the time zone they are given in. BarrierLedger is supported by a single operator: outside support hours, support is best effort, with no response-time commitment. Priority support is included with dedicated hosting and with the Enterprise plan. Response-time targets and escalation paths are stated in your order form rather than promised on this page.
5. Planned maintenance
We aim to give advance notice of planned maintenance and to schedule it outside your working hours where we can. Security fixes may need to be applied sooner, and we will say so when they do.
6. Your responsibilities
You keep your users, roles and credentials in order; you keep your own export of anything you cannot afford to lose; and you tell us promptly about a problem so it can be diagnosed.
7. Data recovery
Backup retention and recovery expectations are recorded in your order form. On dedicated hosting, recovery work is part of the service; on a self-hosted licence, backup and recovery are yours.
8. Changes
We may update this SLA. A material change takes effect at your next renewal, and we will tell you before it does.
9. Contact
Report an incident or a service question to support [at] barrierledger.com; live service status is on the status page. Contractual notices go to legal [at] barrierledger.com.