Service level agreement

This agreement sets the availability we commit to for Porticol Cloud, how that availability is measured, what you get when we miss it, and how quickly we answer when something is wrong.

It takes effect on 21 Oct 2026.

1. What this covers

This agreement applies to the Porticol Cloud service: its web client, its API, and the synchronisation, accounts, identity, audit, monitor and mock features it hosts.

The availability commitment and the service credits in sections 2 to 5 apply to the Pro and Enterprise plans. The support terms in section 6 apply to every plan.

It does not cover:

• the desktop application used on its own, which keeps working with no account and does not need our servers to send a request;
• a Porticol Team Server you install and run, whose availability is your operation and yours to monitor, though we support it under the support terms in section 6;
• any API, service or network you reach from Porticol. Requests you send leave from your machine and we are not a party to them;
• the connection between your network and ours, and your own equipment.

2. Availability

We commit to an availability of 99.9% in each calendar month.

Availability is the share of the month's minutes in which the service was available, leaving out the excluded minutes in section 5, as a percentage rounded down to two decimal places.

3. How availability is measured

• Our status checks measure it. Once a minute, from AWS Lambda outside the service's own network, they probe the API's health and readiness endpoints and the options the sign-in page loads.
• A minute is available when every one of those probes gets an answer within 10 seconds that is not a server error. A minute in which any of them gets no answer within 10 seconds, or a server error, is unavailable as a whole.
• Porticol Cloud runs in one region, us-east-1, and availability is measured there.
• You may measure the same endpoints yourself. Where your figure for a month differs from ours by 0.1 percentage points or less, ours applies. We review a larger difference with you against the probe records and our logs.

The status page shows the current state of each component and the incidents behind any lost availability.

4. Service credits

If availability in a month falls below 99.9%, you may claim a credit of a share of that month's fee:

The largest credit for any one month is 50% of that month's fee. On an invoiced annual contract, the credit is the same share of one twelfth of the annual fee.

To claim, write to support@porticol.app within 30 days of the end of the month, naming your organisation and the month. We apply the credit to your next invoice.

Credits are the whole of our liability for missing the availability target, and they do not limit the indemnity in the terms of service.

5. What is excluded from availability

The following do not count as time the service was unavailable:

• planned maintenance we announce on the status page at least 72 hours in advance, inside the weekly window of Sunday 02:00 to 06:00 UTC;
• anything outside our reasonable control, including a natural disaster, a war, a labour dispute, or a decision by a public authority;
• your own systems, equipment, network or configuration, including an expired account, an unverified email address or an identity provider that is unavailable;
• a feature marked experimental, preview or beta, which is offered without an availability commitment;
• a suspension for a breach of the terms of service or the acceptable use policy.

6. Support

We support the service by email at support@porticol.app. A customer can reach an engineer, and not only a script.

Hours. Support is staffed Monday to Friday, 09:00 to 17:00 UTC. A business day is one of those days, and business hours are those hours on a business day. The support times below are counted in them.

Severity.

Tiers.

The first response is measured from your first report. A resolution target is not a promise that a fix will ship in that time; where we miss one, we say so and tell you the new date.

Escalation. An Enterprise customer escalates to the escalation contact named in its order. On any other plan, reply to the support thread and ask for it to be escalated.

What support covers. Defects in the service, and questions about it. It does not include building your collections, designing your tests, or advising on the systems you call, which are professional services we sell separately.

7. When something is wrong

When the service is degraded, the status page shows it, and the web client and the desktop application show a banner to people signed in to Porticol Cloud. During an incident we update the status page at least once an hour until it is resolved.

Within 5 business days of an incident's end we publish a written report with what happened, what we changed, and what we will do to keep it from happening again.

8. Changes to this agreement

We may change this agreement on 30 days' written notice to your account. A change that lowers a commitment takes effect at your next renewal. Your right to cancel, and a refund of the prepaid unused part, is in the terms of service.

9. Contact

Availability figures and incidents: the status page, at https://status.porticol.app/. Support and credit claims: support@porticol.app. Legal: legal@porticol.app, or {{PLACEHOLDER:LEGAL_ENTITY_NAME}}, {{PLACEHOLDER:LEGAL_ENTITY_ADDRESS}}.