Service Level Agreement
Last updated: February 2026
This Service Level Agreement ("SLA") is part of the agreement between Helium Systems Ltd ("Helium", "we", "us") and the customer organisation ("you", "your") for the provision of the Helium Systems platform ("the Service"). It defines the service levels we commit to and the remedies available if those levels are not met.
1. Service Availability
1.1 Uptime Target
We target 99.9% availability for the Service, measured on a calendar month basis. This equates to no more than approximately 43 minutes of unplanned downtime per month.
1.2 Measurement
Availability is calculated as the total number of minutes in a calendar month, minus the number of minutes of Downtime, divided by the total number of minutes in the month, expressed as a percentage. Scheduled maintenance windows (Section 2) are excluded from the calculation.
Availability (%) = ((Total Minutes − Downtime Minutes − Scheduled Maintenance Minutes) / (Total Minutes − Scheduled Maintenance Minutes)) × 100
1.3 Definition of Downtime
"Downtime" means a period during which the Service is materially unavailable to users, as measured by our external monitoring systems. A period of unavailability is counted as Downtime only if it exceeds 5 consecutive minutes.
2. Scheduled Maintenance
2.1 Maintenance Windows
Scheduled maintenance is performed during the following window:
- Day: Tuesdays
- Time: 02:00 – 04:00 UTC
Not all maintenance windows will be used. We will provide at least 48 hours' advance notice via email and an in-platform banner when a maintenance window will be utilised.
2.2 Emergency Maintenance
In exceptional circumstances (critical security patches, data integrity issues), we may perform emergency maintenance outside the scheduled window. We will provide as much advance notice as reasonably practicable and will communicate updates via our status page and email.
3. Incident Response
3.1 Severity Levels
| Severity | Description | Response Time | Update Frequency |
|---|---|---|---|
| P1 — Critical | Service is completely unavailable or a major feature is non-functional for all users, with no workaround available. | 1 hour | Every 30 minutes |
| P2 — High | A significant feature is impaired, affecting a substantial number of users. A partial workaround may exist. | 4 hours | Every 2 hours |
| P3 — Medium | A feature is not working as expected but a reasonable workaround is available. Impact is limited to a subset of users. | 1 business day | Daily |
| P4 — Low | A minor issue, cosmetic defect, or feature request. No significant impact on operations. | 5 business days | Upon resolution |
3.2 Response Time Definition
"Response Time" means the time between the incident being reported (or detected by our monitoring systems) and the initial acknowledgement by our engineering team, including an assessment of severity and an initial action plan. Response times for P1 and P2 incidents apply 24 hours a day, 7 days a week. Response times for P3 and P4 incidents apply during business hours only (Section 4).
3.3 Resolution Targets
While we endeavour to resolve all incidents as quickly as possible, resolution times depend on the nature and complexity of the issue. We will keep you informed of progress and provide estimated resolution times where feasible.
4. Support Hours
4.1 Business Hours Support
Standard support is available during business hours:
- Days: Monday to Friday (excluding UK public holidays)
- Hours: 09:00 – 18:00 GMT/BST
4.2 Out-of-Hours Support
P1 (Critical) and P2 (High) incidents are monitored and responded to 24/7, including weekends and public holidays, via automated alerting and on-call engineering staff.
4.3 Support Channels
Incidents and support requests can be raised through the following channels:
- In-platform support — Via the Help & Support section within the dashboard
- Email — support@heliumsystems.app
- Support portal — support.heliumsystems.app
5. Service Credits
5.1 Credit Schedule
If the Service fails to meet the uptime target in a given calendar month, you are entitled to service credits as follows:
| Monthly Availability | Service Credit |
|---|---|
| 99.0% – 99.89% | 10% of monthly subscription fee |
| 95.0% – 98.99% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
5.2 Credit Cap
The maximum total service credit for any calendar month shall not exceed 50% of the monthly subscription fee for that month. Service credits are non-transferable and may not be exchanged for cash.
5.3 How to Claim
To request a service credit, you must submit a written claim to billing@heliumsystems.app within 30 days of the end of the month in which the Downtime occurred. The claim must include:
- Your organisation name and account identifier
- The dates and times of the claimed Downtime
- A brief description of the impact on your operations
We will review the claim against our monitoring data and respond within 10 business days. Approved credits will be applied to your next invoice.
6. Exclusions
The uptime commitment and service credits do not apply to Downtime or performance degradation caused by:
- Force majeure — Events beyond our reasonable control, including natural disasters, acts of war or terrorism, pandemics, government actions, or widespread internet or utility failures.
- Scheduled maintenance — Downtime occurring during notified maintenance windows as described in Section 2.
- Customer-caused issues — Actions or omissions by the customer, including misconfiguration of settings, excessive API usage beyond published rate limits, or introduction of malicious code.
- Third-party services — Outages of third-party services that the Service depends on (e.g. Google Cloud Platform, marketplace APIs, carrier APIs) where the outage is not caused by our integration code.
- Beta or preview features — Features explicitly marked as beta, preview, or experimental.
- Free or trial accounts — Accounts on free or trial tiers are not covered by this SLA.
7. Communication and Transparency
7.1 Status Page
We maintain a public status page showing current system status, historical uptime, and any ongoing incidents. The status page URL will be communicated to all customers upon onboarding.
7.2 Incident Reports
For P1 and P2 incidents, we will provide a post-incident report within 5 business days of resolution. The report will include: a root cause analysis, timeline of events, impact assessment, and corrective actions taken to prevent recurrence.
8. Changes to This SLA
We may update this SLA from time to time. Material changes (including any reduction in service levels or credits) will be communicated with at least 30 days' advance notice via email. Changes that improve service levels or add credits may take effect immediately.
9. Governing Law
This SLA is governed by and construed in accordance with the laws of England and Wales. Any disputes arising from or in connection with this SLA shall be subject to the exclusive jurisdiction of the courts of England and Wales.
10. Contact
Helium Systems Ltd
Email: support@heliumsystems.app
Billing enquiries: billing@heliumsystems.app