Service Level Policy
Effective Date: 1 May 2026
This Service Level Policy (the Policy) sets out the service availability commitment, support targets and service credit regime that StackCX Ltd (StackCX) provides to its customers (Customer) in respect of the StackCX software-as-a-service platform made available to the Customer in production for paying use under the applicable Order Form (the Production Service). This Policy forms part of, and is subject to, the master subscription agreement, terms of service or other governing agreement between StackCX and the Customer (the Agreement). In the event of any conflict between this Policy and the Agreement, the Agreement prevails unless it expressly provides otherwise.
1. Purpose
This Policy describes the availability commitment, support targets and service credit regime applicable to the Production Service.
2. Scope of Services
The services covered under this Policy include:
(a) access to StackCX SaaS offerings;
(b) hosting, maintenance, and updates; and
(c) user support and issue resolution.
3. Service Availability
StackCX targets Monthly Uptime of 99.0% or above for the Production Service, measured per calendar month. Monthly Uptime means, for a given calendar month, the percentage calculated as (Total Minutes in the month minus Downtime minus Excluded Downtime) divided by (Total Minutes in the month minus Excluded Downtime), expressed as a percentage. Downtime means a period during which the core production functionality of the Production Service is materially unavailable to the Customer, as confirmed by StackCX's monitoring systems, logs and records. Downtime does not include individual bugs, isolated errors, degraded but usable features, integration delays, transcription or AI output quality issues, customer-side issues, or unavailability of any third-party platform, service or network. The following are excluded from Downtime and from the Monthly Uptime calculation as Excluded Downtime:
(a) scheduled maintenance and emergency maintenance (refer clause 8);
(b) issues caused by Customer systems, Customer data, Customer configuration, Customer networks, end-user error or unauthorised use;
(c) issues caused by Customer-side integrations or any third-party system used by or on behalf of the Customer, including telephony providers, PBX systems, CRM systems, DMS systems, internet service providers, telecommunications networks, cloud or hosting providers, transcription providers, AI providers, email providers and analytics tools;
(d) beta, trial, sandbox, proof-of-concept, free or other non-production services;
(e) any suspension of the Production Service in accordance with the Agreement;
(f) Force Majeure or other events beyond StackCX's reasonable control.
StackCX's monitoring systems, logs and records are the primary basis for measuring Monthly Uptime and assessing service credit claims.
4. Support Services
Unless a different support package or hours are specified in the applicable Order Form, StackCX provides support in the English language as follows:
(a) Support Hours: Monday to Friday, 9:00am to 5:00pm UK time, excluding public holidays in the United Kingdom. Support outside these hours is not provided unless expressly purchased and set out in the applicable Order Form.
(b) Support Channels:
(i) Email: support@stackcx.com
(ii) Live chat – available within the application interface.
5. Response Times
Subject to the Customer reporting the issue through the Support Channels and providing reasonable detail to enable diagnosis, StackCX will use commercially reasonable efforts to meet the response and resolution targets set out below. Response times are targets for initial support response. Resolution times are target resolution times only and are not guaranteed fix times; actual time to resolution may depend on the nature and cause of the issue, the responsiveness of the Customer, third-party dependencies and the availability of workarounds. No service credit or other remedy applies to support response or resolution times unless expressly agreed in the applicable Order Form.
Critical
Definition: Complete system outage or major functionality unavailable, impacting all users.
Response Time: Within 1 hour
Resolution Target Time: 4 hours
High
Definition: Significant degradation of service affecting multiple users or critical functionality.
Response Time: Within 4 hours
Resolution Target Time: 8 hours
Medium
Definition: Partial loss of functionality or non-critical issues impacting some users.
Response Time: Within 1 business day
Resolution Target Time: 2 business days
Low
Definition: Minor issues, general questions, or cosmetic issues with no significant impact on service.
Response Time: Within 2 business days
Resolution Target Time: 5 business days
6. Performance Standards
(a) Uptime: target Monthly Uptime of 99.0% or above (refer clause 3).
(b) Incident Response: target of 90% of tickets responded to within the applicable response time set out in the Response Times clause above.
(c) Issue Resolution: target of 85% of issues resolved within the applicable target resolution time set out in the Response Times clause above, recognising that resolution times are targets only and are not guaranteed.
7. Customer Responsibilities
Customers are expected to:
(a) Adhere to the terms of use for the SaaS platform.
(b) Provide accurate and up-to-date contact information.
(c) Report issues promptly to the support team.
(d) Provide sufficient information and reproducible errors to enable the correct analysis and diagnosis of the issue.
(e) Maintain Customer systems, networks, integrations and configurations in a manner consistent with the documentation and the Agreement.
8. Maintenance and Upgrades
Scheduled maintenance may be performed during Sundays and public holidays in the United Kingdom between 12:00am and 12:00pm UK time, and will be limited to the period reasonably required to perform the relevant maintenance. StackCX will use reasonable efforts to give the Customer no less than five (5) business days' prior notice of scheduled maintenance that is likely to materially impact availability of the Production Service. StackCX may carry out emergency maintenance on shorter notice (or, where necessary, without prior notice) where reasonably required to protect the platform, security, data integrity or service continuity, and will notify the Customer as soon as reasonably practicable. Scheduled maintenance and emergency maintenance are excluded from the calculation of Monthly Uptime.
9. Service Credits
If StackCX fails to meet the Monthly Uptime target of 99.0% for the Production Service in a given calendar month, the Customer may, subject to the claim process below, be eligible for a service credit calculated as a percentage of the Monthly Recurring Fees for the affected Production Service for the affected month, in accordance with the bands set out below. Monthly Recurring Fees means the recurring monthly subscription fees payable for the affected Production Service for the relevant month, and excludes implementation fees, professional services fees, usage or overage fees, third-party charges, taxes and pass-through costs.
(a) Service Credit Bands: where Monthly Uptime is less than 99.0% but at least 98.0%, the credit is 5% of the Monthly Recurring Fees; less than 98.0% but at least 97.0%, 10%; less than 97.0% but at least 96.0%, 15%; less than 96.0% but at least 95.0%, 20%; and less than 95.0%, 30%. The maximum service credit in any month is 30% of the Monthly Recurring Fees for the affected Production Service for that month.
(b) Application of Credits: service credits are applied against future invoices only, and are not refundable or payable in cash. Service credits do not accrue interest, do not carry forward beyond termination of the Agreement, and are not transferable.
(c) Claim Process: to claim a service credit, the Customer must submit a written claim to StackCX within thirty (30) days after the end of the calendar month in which the relevant Downtime occurred, identifying the affected Production Service, the dates and approximate times of the claimed Downtime, and reasonable supporting detail. StackCX will assess each claim using its monitoring data, logs and other relevant records, which will be the primary basis for determining whether a service credit is due. StackCX will respond to a valid claim within thirty (30) days of receipt and apply any credit due on the next available invoice. Failure to submit a claim within the 30-day period waives the Customer's right to a service credit for that month.
(d) Sole and Exclusive Remedy: the service credits set out in this clause are the Customer's sole and exclusive remedy, and StackCX's sole liability, for any failure by StackCX to meet the Monthly Uptime target or any other availability commitment, except to the extent that liability cannot be limited or excluded under applicable law.
10. Force Majeure
Force Majeure means any event or circumstance beyond StackCX's reasonable control, including (without limitation) natural disasters and severe weather events; widespread internet, network or telecommunications outages; acts of war, terrorism, civil unrest or government action; cyber-attacks or denial-of-service incidents; failures of third-party hosting, cloud, infrastructure, telephony, transcription, AI, email or other third-party providers; and any pandemic or public health emergency. StackCX is not liable for any failure or delay to the extent caused by Force Majeure, and any such period is Excluded Downtime. StackCX will use reasonable efforts to restore the Production Service as soon as reasonably practicable. This clause does not limit any broader force majeure provision in the Agreement, which prevails to the extent of any conflict.
11. Dispute Resolution
If the parties disagree about whether the service levels in this Policy have been met, StackCX will share relevant extracts of its monitoring data, logs and uptime reports with the Customer, which will be the primary basis for resolving the disagreement. The parties will discuss the matter in good faith for up to fifteen (15) business days, after which either party may escalate the matter in accordance with the dispute resolution provisions of the Agreement.
12. Policy Updates
StackCX may update this Policy from time to time to reflect changes in services, technology, regulatory requirements or operational practice. Updates will be notified to the Customer (which may be done by posting an updated Policy on StackCX's website or customer portal). No update will materially reduce the availability commitment or the Customer's service credit entitlement under any active Order Form during its then-current term, except where the change is required for legal, regulatory, security, technical or operational reasons, or where the Customer agrees to the change.
13. Contact Information
For questions regarding this Policy, the Customer may contact:
EEA Representative: Details of our representative appointed under Article 27 of the EU GDPR are available on request from privacy@stackcx.com.