Service Level Agreement

Last updated [DATE]. Draft for legal review; bracketed fields are placeholders.

Draft — for legal review. This Service Level Agreement (“SLA”) forms part of the Terms of Service between CLI Secure Ltd (“we”) and customers on the WiFinger Enterprise plan (“you”). The availability target and support hours in sections 2 and 7 describe how we run the service for every plan; service credits (section 5) apply to Enterprise only. [LAWYER TO REVIEW]

1. Definitions

• Service: the WiFinger admin application and API (app.wifinger.com), the guest captive portal and the RADIUS authentication service. The marketing website (wifinger.com) is not part of the Service.
• Month: a calendar month in UK time (Europe/London).
• Downtime: time during which the Service, or a part of it, is unavailable as measured under section 3. A partial outage (one component unavailable while the others work, for example RADIUS only) counts as 50% downtime; degraded performance does not count.
• Scheduled maintenance: maintenance announced at least 5 days in advance under section 4, and emergency security maintenance.
• Monthly availability: (minutes in the Month − scheduled maintenance − Downtime) ÷ (minutes in the Month − scheduled maintenance) × 100.
• Business hours: 09:00–17:30 UK time, Monday to Friday, excluding bank holidays in England and Wales.

2. Availability commitment

We will make the Service available at least 99.9% of each Month, excluding scheduled maintenance. That allows about 43 minutes of Downtime in a 30-day Month.

3. How availability is measured

• Every minute, our platform checks the API readiness endpoint (database and job queue), the guest portal, the RADIUS service and the website.
• An independent external monitor, outside our hosting provider, checks https://app.wifinger.com/health and the guest portal, so an outage of the whole server is recorded too.
• Downtime starts at the first of two consecutive failed checks and ends at the first of two consecutive successful checks. Overlapping failures of several components count once.
• Incidents, their duration and cause, and the resulting availability are published on the status page and, for Enterprise customers, in a monthly report (PDF and CSV) under Billing → Service levels.

4. Maintenance

• We announce scheduled maintenance at least 5 days in advance in the admin application (banner) and on the status page, with the expected impact. We aim to schedule it between 00:00 and 06:00 UK time and to keep guest Wi-Fi sign-in working where possible.
• A single window lasts at most 72 hours; in practice most take minutes.
• Emergency maintenance to fix a security vulnerability may be carried out with shorter notice; we will announce it as early as we can. Other maintenance announced with less than 5 days’ notice counts as Downtime.

5. Service credits (Enterprise)

If monthly availability falls below the commitment, you are entitled to a service credit against a later invoice, calculated on that Month’s fees for the Service (excluding VAT and third-party charges such as SMS):

Service credits, together with the termination right in section 5A, are the sole and exclusive remedy for failing the availability commitment; credits are capped at 25% of the Month’s fee, cannot be exchanged for cash and do not apply to accounts in arrears. [LAWYER TO REVIEW]

5A. Repeated failure (Enterprise)

If monthly availability is below 99.9% in three consecutive Months, you may end your Enterprise subscription by written notice to us within 30 days after the end of the third Month. Termination takes effect when we receive the notice (or on a later date you give); you pay nothing for the period after it, and you can export your data as described in the Terms. [LAWYER TO REVIEW]

6. Claiming a credit

We review availability after each Month and apply credits we identify ourselves. You may also claim a credit by emailing [email protected] within 30 days of the end of the affected Month, quoting your organisation and the Month. We will confirm the measured availability and apply any credit due to your next invoice.

7. Exclusions

Downtime does not include unavailability caused by:

• scheduled maintenance under section 4;
• your Wi-Fi equipment, controller, internet connection or ISP, or third-party vendor clouds (for example Grandstream GWN.Cloud, UniFi or Meraki) and social-login or messaging providers;
• your configuration changes, or use of the Service against the Terms or our documentation;
• suspension of the account under the Terms (for example for non-payment);
• events beyond our reasonable control (force majeure), including attacks we could not reasonably prevent;
• features labelled beta, preview or trial.

8. Support hours and response targets

Support is available by email ([email protected]) and in the admin application under Help & support, during business hours. Targets are measured in business hours from when the request is received:

Response and resolution targets are targets, not guarantees, and do not give rise to service credits. Resolution may mean a workaround; problems in your own equipment or third-party services are resolved when we have given you the information you need.

9. Changes

We may improve this SLA at any time. We will give at least 30 days’ notice of changes that reduce the commitments, and they will not apply to a Month that has already started.