We commit to 99.5% Monthly Uptime across the Platform, Database, and API components. Measurement is taken from our automated probes published on pimlico.statuspage.io, running every two minutes from outside our infrastructure. Customer may verify these numbers independently at any time via the public status page.
Enterprise customers on an annual agreement may upgrade to a 99.9% commitment with Service Credits by written agreement. Contact contact@pimlicosolutions.com.
If the Monthly Uptime Percentage falls below the target, Customer is entitled to the following Service Credits on the monthly fee for the affected month:
| Monthly Uptime | Service Credit (standard 99.5% tier) | Service Credit (99.9% tier) |
|---|---|---|
| < 99.5% and ≥ 99.0% | 10% | 10% |
| < 99.0% and ≥ 95.0% | 25% | 25% |
| < 95.0% | 50% | 50% |
To claim a Service Credit, Customer must submit a request to contact@pimlicosolutions.com within 30 days of the end of the affected month, referencing this SLA and the specific dates and durations of reported Downtime (from pimlico.statuspage.io). We respond within 10 business days with credit applied to the next invoice.
| Channel | Target first response |
|---|---|
| In-product chat (business hours, UK) | Minutes; human takeover when requested |
Email contact@pimlicosolutions.com | One business day |
Security disclosures — contact@pimlicosolutions.com | 24 hours acknowledgement; 72 hours triage |
| Enterprise priority queue (by agreement) | 4 business hours, named account manager |
The following are excluded from Downtime measurement and Service Credit calculation:
Service incidents are posted to pimlico.statuspage.io as they are detected and updated until resolution. Customers may subscribe to email, SMS, or Slack notifications directly on the status page. Personal data breaches are notified to Customer's designated data-protection contact within 72 hours of confirmation, per UK and EU GDPR Article 33.
A written incident summary (root cause, impact, remediation) is provided within 10 business days for any Major incident (major_outage severity on the status page).
Service Credits are Customer's sole and exclusive remedy for Service unavailability under this SLA. They do not exceed 50% of the monthly fee for the affected month and are not redeemable for cash.
We may update this SLA with 30 days' written notice to active Customers. Material changes that reduce commitments will not take effect mid-term for annual agreements. The current version is always available at atlas.pimlicosolutions.com/sla.html. Archived versions are available on request.
Operational questions: contact@pimlicosolutions.com
Security disclosures: contact@pimlicosolutions.com
Privacy / data-protection: contact@pimlicosolutions.com
Sales / procurement: contact@pimlicosolutions.com
All channels + Slack handoff: atlas.pimlicosolutions.com/contact
Status page (live, public): pimlico.statuspage.io