Last updated: July 2026

1. Overview

This Service Level Agreement ("SLA") forms part of the Terms of Service between Pulse Health Ltd ("Provider") and the subscribing clinic ("Subscriber"). It sets out our commitments regarding service availability, performance, and support.

1.1. Sole remedy: Service credits (if any) under this SLA are the Subscriber's sole and exclusive remedy for failure to meet the availability target. Credits do not increase, waive, or expand the liability limitations in the Terms of Service.

2. Service Availability

2.1. We target 99.9% monthly uptime for the Pulse PMS platform, measured as the total minutes in a calendar month minus downtime, divided by total minutes in the month.

2.2. "Downtime" means the Service is materially unavailable to all users, excluding:

Scheduled maintenance (see Section 3)
Force majeure events (natural disasters, widespread internet outages, cyber-attacks, DDoS, etc.)
Issues caused by the Subscriber's equipment, network, credentials, or third-party software
Downtime of third-party services (Stripe, Twilio, AWS, MongoDB Atlas, messaging providers) beyond our reasonable control
Partial degradation affecting only non-critical features or a single clinic due to that clinic's configuration

Monthly Uptime	Maximum Downtime	Service Credit
99.9% – 100%	≤ 43 minutes	None
99.0% – 99.9%	~7.3 hours	10% of monthly fee
95.0% – 99.0%	~36 hours	25% of monthly fee
Below 95.0%	> 36 hours	50% of monthly fee

Service credits are applied as a discount to the following month's invoice upon request. Credits do not accumulate and are capped at 50% of the monthly fee.

3. Scheduled Maintenance

3.1. Scheduled maintenance will be performed during low-usage windows, typically between 02:00 – 06:00 GMT on weekdays.

3.2. We will provide at least 48 hours' advance notice via email and/or in-app notification for planned maintenance.

3.3. Emergency maintenance to address critical security vulnerabilities or service-affecting issues may be performed with shorter notice.

4. Performance Standards

Page load time: ≤ 3 seconds for primary views (dashboard, calendar, patient records) under normal conditions
API response time: ≤ 500ms for 95th percentile of API requests
Data backup frequency: Automated daily backups with 30-day retention
Recovery Point Objective (RPO): ≤ 24 hours
Recovery Time Objective (RTO): ≤ 4 hours for critical systems

5. Support

Priority	Description	Response Time	Resolution Target
P1 – Critical	Service completely unavailable or data loss	1 hour	4 hours
P2 – High	Major feature unavailable, workaround exists	4 hours	1 business day
P3 – Medium	Minor feature issue, no significant impact	1 business day	5 business days
P4 – Low	Enhancement request or cosmetic issue	2 business days	Best effort

5.1. Support is available via email at contact@pulsehealth.uk during business hours (Monday–Friday, 09:00–18:00 GMT), excluding UK public holidays.

5.2. P1 critical issues are monitored 24/7 via automated alerting.

6. Data & Security

All data hosted in UK data centres (Fly.io London, lhr)
Encryption in transit (TLS 1.2+) and at rest (AES-256)
Role-based access control (RBAC) with audit logging
Automated daily backups with 30-day retention
Incident response plan with defined escalation procedures

Full security commitments are detailed in our Data Processing Agreement.

7. Exclusions

This SLA does not apply to:

Free trial accounts
Beta or preview features
Issues arising from the Subscriber's misuse or misconfiguration
Third-party service outages (payment processor, SMS gateway, cloud hosting, etc.)
Data loss, corruption, or breach claims (governed by the Terms of Service and DPA, not service credits)

8. Governing Law

This SLA is governed by the laws of England and Wales and forms part of the Terms of Service.

9. Contact

Pulse Health Ltd
Email: contact@pulsehealth.uk