Service Level Agreement
Last updated: 10 April 2026
1. Scope
This Service Level Agreement (SLA) is provided by ICS Ops, trading as Integrated Core Systems ("we", "our", "us") and applies to all paid subscription plans for the ICS Ops platform, including the portal, API, and associated services. It defines the service availability commitments, scheduled maintenance windows, and remedies available to customers.
2. Uptime Commitment
ICS Ops targets 99.9% monthly uptime for the production platform, measured as the percentage of minutes in a calendar month during which the API and portal are available and responsive.
Uptime is calculated as:
Uptime % = ((Total Minutes - Downtime Minutes) / Total Minutes) x 100
Downtime excludes scheduled maintenance windows and force majeure events.
3. Scheduled Maintenance
Routine maintenance is performed during the following window:
- Sundays, 02:00 - 06:00 UTC
We will provide at least 48 hours' notice for planned maintenance via email and the status page at status.ics-ops.com. Emergency maintenance may occur outside this window with as much advance notice as reasonably possible.
4. Service Credits
If monthly uptime falls below the committed level, affected customers on paid plans are eligible for service credits applied to the next billing cycle:
| Monthly Uptime | Service Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 5% of monthly fee |
| Below 99.0% but at or above 95.0% | 10% of monthly fee |
| Below 95.0% | 25% of monthly fee |
Service credits must be requested within 30 days of the affected month. Credits are capped at 25% of the monthly subscription fee and are not redeemable for cash.
5. Incident Response Times
We classify incidents by severity and target the following initial response times:
| Priority | Description | Response Target |
|---|---|---|
| P1 - Critical | System down or completely unusable | 1 hour |
| P2 - High | Major feature degraded, no workaround | 4 hours |
| P3 - Medium | Minor feature issue, workaround available | 1 business day |
Response times are measured during business hours (Monday to Friday, 09:00 - 17:30 UK time), except for P1 incidents which are monitored 24/7.
6. Exclusions
This SLA does not apply to:
- Free or trial accounts
- Scheduled maintenance windows
- Issues caused by customer misuse or third-party integrations
- Force majeure events (natural disasters, war, government action)
- Internet connectivity issues outside our infrastructure
7. Reporting and Monitoring
Real-time service status is available at status.ics-ops.com. Customers can subscribe to status updates via email. Monthly uptime reports are available on request.
Contact Us
Email: hello@ics-ops.com