Last updated: 23 July 2026. View change log.
This Annex is part of the Cloud Master Services Agreement between you and Cultrix Limited (“Cultrix”, “we”, “us”). It describes the scope, responsibilities and limits relating to the Service Level Agreement.
These targets are designed for typical small and medium-sized business workloads. They are not a substitute for formal business continuity or disaster recovery planning.
1. Availability targets
- Subject to the exclusions in this Annex, we aim to achieve:
- Cloud Platform (core infrastructure): 99.9% availability per calendar month;
- Remote Desktop / Virtual Desktop environments: 99.5% availability per calendar month; and
- Website hosting platform: 99.5% availability per calendar month.
- We measure availability against our monitoring systems or logs. It excludes:
- planned maintenance windows notified in advance;
- emergency security patching or urgent changes;
- failures of Customer Applications or code;
- incidents caused by you, your users or your third parties; and
- events outside our reasonable control (for example major internet outages or upstream provider failures).
2. Support hours
- Unless we agree otherwise, standard support hours for Cloud Services are:
- Business Hours: 08:30–17:30 UK time on Business Days.
- We may handle major, platform-level incidents that cause a complete loss of service for multiple customers outside Business Hours, at our discretion.
3. Incident priorities and response targets
We set a priority for every incident from two things: its impact (how much of your organisation is affected) and its urgency (how badly work is disrupted).
Impact:
- Organisation-wide – affects your whole organisation or a core shared service.
- Department – affects a team, site or group of users.
- Individual – affects a single user or device.
Urgency:
- Work stopped – people cannot work and there is no acceptable workaround.
- Work degraded – people can still work, but in a limited way.
- Minor issue or query – little day-to-day impact, or a general request.
We combine the two to derive the priority. Impact runs down the rows; urgency runs across the columns:
| Impact / Urgency | Work stopped | Work degraded | Minor issue or query |
|---|---|---|---|
| Organisation-wide | P1 – Critical | P2 – High | P3 – Medium |
| Department | P2 – High | P3 – Medium | P4 – Low |
| Individual | P3 – Medium | P4 – Low | P4 – Low |
The priorities mean:
- P1 – Critical: complete loss of a production Cloud Service, with no acceptable workaround.
- P2 – High: significant degradation of a production Cloud Service, or serious user or business impact.
- P3 – Medium: issue with moderate impact, affecting a small number of users or a non-critical component, where a workaround may exist.
- P4 – Low: minor issue, low-impact fault, advice, or a routine request.
Priority is usually set by our triage, which can include automated assessment of impact and urgency, and we can adjust it as we learn more about the incident.
3.1 Committed targets
Our committed service levels are the times to triage a new incident, give a first meaningful response, and provide periodic updates while the ticket stays active. An automated acknowledgement does not count as a first meaningful response. All targets are measured in Business Hours.
| Priority | Triage | First meaningful response | Periodic update |
|---|---|---|---|
| P1 – Critical | 30 minutes | 30 minutes | 60 minutes |
| P2 – High | 30 minutes | 60 minutes | 120 minutes |
| P3 – Medium | 30 minutes | 120 minutes | 240 minutes |
| P4 – Low | 30 minutes | 240 minutes | 480 minutes |
For a P1, we also begin investigation immediately and work continuously within Business Hours – and outside Business Hours where we consider it necessary – until a workaround or resolution is in place.
3.2 Resolution (best-efforts target, not a guaranteed SLA)
Resolution is separate from the commitments above. We aim to resolve incidents within the following targets. These are aims, not guaranteed times, and they are not a breachable SLA clock:
| Priority | Resolution aim |
|---|---|
| P1 – Critical | 4 hours |
| P2 – High | 1 Business Day |
| P3 – Medium | 3 Business Days |
| P4 – Low | 5 Business Days |
We do not guarantee a resolution time. How long a fix takes can depend on third-party vendors, hardware parts or lead times, or waiting for information, access or decisions from you. Where any of these apply, the resolution aim may not be met, and that is not an SLA breach. We keep you updated at the periodic-update intervals until the incident is resolved. We may also monitor resolution times internally for service quality and planning.
4. Service credits (if applicable)
- Service credits only apply if your Order includes them explicitly.
- Where they apply, service credits:
- are calculated as a percentage reduction of the monthly recurring charges for the affected Cloud Service; and
- are applied to a future invoice rather than paid in cash.
- Service credits are not available where:
- you are in breach of the Agreement (including non-payment);
- the issue arises from an Excluded Event; or
- availability is affected by factors outside our reasonable control.
- Service credits (where available) are your sole financial remedy for failure to meet the availability targets under this Annex.
5. Excluded Events
- The following are “Excluded Events” for the purpose of availability calculations and service credits:
- planned maintenance, upgrades or changes notified in advance;
- emergency changes to resolve or reduce critical security or stability issues;
- failure, misconfiguration or behaviour of Customer Applications, Customer Data or third-party services under your control;
- misuse of the Cloud Services, or use outside the agreed or documented service scope;
- failures of the public internet or third-party networks outside our reasonable control;
- denial-of-service or other malicious attacks that could not reasonably have been prevented given the nature of the service; and
- any force majeure event described in the Agreement.
6. Backup and recovery targets
- Backup and recovery targets are described in Schedule 3 and summarised here:
- daily backups (unless we agree otherwise);
- standard retention of up to 30 days (unless we agree otherwise);
- RPO target of up to 24 hours for workloads with daily backups; and
- RTO dependent on data size and complexity.
- In a major incident, we will agree restore prioritisation with you based on which systems are most critical to your business operations.
7. Provisioning and change targets
- We aim to:
- provision standard Cloud Services (for example simple virtual machines or hosting plans) within 5 Business Days of agreeing your Order and receiving all pre-requisite information; and
- make minor changes (for example firewall rule adjustments or small resource changes) within 2 Business Days of an approved request.
- We will handle complex builds, migrations or changes as projects, which may have their own timelines agreed in a Statement of Work.