Service Level Agreement
Last updated 7 October 2026
About this document
This Service Level Agreement ("SLA") applies to paid production subscriptions unless a written agreement says otherwise. It covers the production application, APIs, mobile-app service operations, customer portals, web forms and jobtek.net email processing. It does not apply to free trials, evaluation accounts or test environments.
1. Definitions
- Monthly Uptime Percentage (MUP): 100% minus the percentage of minutes in a calendar month during which the affected production Core Services were Unavailable, as measured by JobTek monitoring.
- Core Services: authentication, app and API access, core record operations, customer portal access, enquiry intake through forms and inbound email, and outbound email handoff.
- Unavailable: a complete inability to access or use a Core Service because of a JobTek-side fault. Slower performance or a fault in a non-core feature is not complete Unavailability.
- Planned Maintenance: scheduled work notified at least 48 hours in advance.
- Emergency Maintenance: urgent work needed to protect security, integrity or stability.
- Business Hours: 09:00 to 17:00 UK time, Monday to Friday, excluding bank holidays in England and Wales.
2. Availability target
JobTek will use commercially reasonable efforts to achieve 99.9% MUP for Core Services. Exclusions in section 6 are removed from the calculation.
3. Support channels and response targets
For help, contact us through in-app support, email support@jobtek.com or use your agreed enterprise support channel. You can also find self-service guidance at https://support.jobtek.com. These targets cover our initial response; resolution time depends on the nature and complexity of the issue.
| Severity | Example | Initial response | Updates | Coverage |
|---|---|---|---|---|
| Critical (SEV1) | Complete Core Services outage with no workaround | Within 1 hour | Hourly while actively investigated | 24 hours a day |
| High (SEV2) | Major degradation or a key function unavailable with a workaround | Within 4 Business Hours | Each Business Day | Business Hours |
| Normal (SEV3) | Limited defect or operational guidance | Within 1 Business Day | When the status changes or as agreed | Business Hours |
| Low (SEV4) | How-to question, cosmetic issue or feature suggestion | Within 2 Business Days | When the status changes or as agreed | Business Hours |
4. Maintenance
- Planned Maintenance is normally scheduled outside Business Hours and notified through the application or account email at least 48 hours in advance.
- Emergency Maintenance may occur at any time. JobTek will give as much notice as reasonably practical.
5. Service credits
If MUP falls below the target in a calendar month, the affected customer may request a credit against a future subscription invoice.
Credits are the sole remedy for failure to meet this SLA, are capped at 25% of the affected month's subscription fees, have no cash value, are non-transferable and do not apply to setup fees, usage charges or taxes.
| Monthly uptime percentage | Credit |
|---|---|
| Below 99.9% and at least 99.0% | 5% of the affected month's subscription fees |
| Below 99.0% and at least 98.0% | 10% of the affected month's subscription fees |
| Below 98.0% | 25% of the affected month's subscription fees |
6. Exclusions
- Customer networks, devices, configuration, content, credentials or use outside JobTek guidance.
- A linked third-party service, including payment, accounting, Meta, mapping, identity, email, push, DVLA or AI providers, where JobTek's Core Services remain available.
- Internet, telecommunications or cloud-provider incidents outside JobTek's reasonable control.
- Planned or Emergency Maintenance, force majeure, misuse, unauthorised use or breach of the Terms & Conditions or Acceptable Use Policy.
- Beta, preview or experimental features clearly identified as such.
7. Measurement
JobTek measures production availability through internal and external service monitoring. A provider incident counts only to the extent it makes a covered Core Service completely unavailable and is not otherwise excluded. JobTek will provide a relevant uptime summary on reasonable request.
8. Credit requests
- Email billing@jobtek.com within 30 days after the affected month ends and include the dates, times, affected workspace and observed impact.
- JobTek will validate the request against service logs and respond within 15 Business Days.
- Approved credits are applied to a subsequent invoice and expire if unused after six months.
9. Security, data and continuity
Security and processing commitments are in the Security & Compliance Statement, Privacy Policy and Data Processing Addendum. JobTek performs regular production backups and restoration testing. The non-contractual recovery point objective is up to 24 hours; recovery time varies with incident scope.
10. Changes and priority
JobTek may update this SLA and will notify material changes through the website, application or account email. If this SLA conflicts with the Terms & Conditions, the Terms & Conditions prevail except that an approved service credit is governed by this SLA.
Contact
Support: support@jobtek.com
Help Centre: https://support.jobtek.com
Billing: billing@jobtek.com
Post: JobTek Ltd, 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom.
For related information, see the Terms & Conditions, Privacy Policy, Acceptable Use Policy, Data Processing Addendum and Security & Compliance Statement.