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Service Level Agreement

Last updated: 4 May 2026 · Dola Tech Limited · Company No. 17163542

This SLA applies to managed services under an active retainer. Bespoke SLAs may be agreed in the SOW.

Availability

Standard tier: 99.9% monthly uptime. Premium tier: 99.99% monthly uptime, calculated excluding scheduled maintenance and force majeure.

Response times

P1 (production down): 30 min · P2 (major): 2 hrs · P3 (minor): 1 business day · P4 (request): 3 business days. UK business hours unless 24/7 cover is contracted.

Service credits

If monthly uptime falls below the target: 10% credit at <99.9%, 25% at <99.5%, 50% at <99.0%. Credits applied to the next invoice; sole and exclusive remedy for downtime.

Maintenance

Notified at least 5 business days in advance, scheduled outside UK business hours.

Questions? care@dolatech.co.uk · 20 Wenlock Road, London, England, N1 7GU