Service Level Agreement

Effective Date: 02/09/2024

Agreement Overview

This Service Level Agreement (SLA) outlines the service commitments provided by RIGHT TIME TRADING LIMITED ("Service Provider") to its clients ("Client") regarding the availability, performance, and support of our trading educational tools and services.

1. Service Availability

1.1 Uptime Guarantee
RIGHT TIME TRADING LIMITED commits to ensuring that the platform and its services are available 99.5% of the time each calendar month. This uptime guarantee excludes scheduled maintenance, force majeure events, and any issues arising from user-specific configurations or third-party services.

1.2 Maintenance
Scheduled maintenance will occur during off-peak hours (e.g., 1 AM to 4 AM GMT). Clients will be notified at least 24 hours in advance of any scheduled maintenance. Emergency maintenance may occur as needed without prior notice.

1.3 Monitoring
We continuously monitor the platform for availability and performance. Any issues identified will be addressed promptly to minimize downtime and disruption.

2. Support Services

2.1 Support Hours
Support is available Monday to Friday, 9 AM to 6 PM (GMT), excluding public holidays. Emergency support is available outside these hours for critical issues.

2.2 Response Times

• Critical Issues: Issues that severely impact the platform’s functionality or prevent access will receive an initial response within 2 hours during support hours.
• High Priority Issues: Issues that affect key functionalities but do not prevent access will receive an initial response within 4 hours during support hours.
• Medium Priority Issues: Issues that affect non-essential functionalities will receive an initial response within 1 business day.
• Low Priority Issues: Minor issues or general inquiries will receive an initial response within 2 business days.

2.3 Resolution Times
Resolution times will vary based on the severity of the issue:

• Critical Issues: Resolution or workaround within 4 hours.
• High Priority Issues: Resolution or workaround within 1 business day.
• Medium Priority Issues: Resolution or workaround within 3 business days.
• Low Priority Issues: Resolution or workaround within 5 business days.

2.4 Support Channels
Clients can reach support via:

• Email: support@righttimetrading.com
• Phone: +44 20 1234 5678
• Help Center: Help Center Link

3. Performance Metrics

3.1 Platform Performance
RIGHT TIME TRADING LIMITED commits to maintaining the following performance standards:

• Response Time: The platform’s average response time should not exceed 2 seconds for user interactions.
• Data Accuracy: Data provided by the platform is updated in real-time or as close to real-time as possible, ensuring accuracy and reliability.

3.2 Capacity and Scalability
We will monitor and manage the platform’s capacity to ensure it can handle peak loads without performance degradation. Regular capacity reviews will be conducted to plan for scalability.

4. Service Credits

4.1 Eligibility for Service Credits
If we fail to meet the uptime guarantee of 99.5% in a calendar month, Clients may be eligible for a service credit. Service credits are calculated based on the proportion of downtime beyond the guaranteed uptime.

4.2 Claim Process
To claim a service credit, Clients must submit a written request to support@righttimetrading.com within 5 business days of the end of the month in which the downtime occurred. Claims will be reviewed and processed within 10 business days.

4.3 Service Credit Amount
Service credits will be calculated as a percentage of the monthly subscription fee for the affected service:

• 1% credit for each hour of downtime beyond the guaranteed uptime.

5. Exclusions

The SLA does not cover:

• Downtime caused by Client’s equipment or network issues.
• Scheduled maintenance and emergency maintenance.
• Issues caused by third-party services or integrations.
• Force majeure events, including but not limited to natural disasters, acts of war, or terrorism.

6. Amendments and Review

This SLA is subject to periodic review and may be amended as needed. Any changes to the SLA will be communicated to Clients at least 30 days prior to implementation.

Contact Information:
For any questions or further clarification regarding this SLA, please contact us at support@righttimetrading.com.

Acceptance:
By using our services, Clients acknowledge and agree to the terms outlined in this Service Level Agreement.