SERVICE LEVEL AGREEMENT

Service availability and support

Draft published 27 October 2026 · Subject to review and agreement

This Service Level Agreement (SLA) describes TickSure's approach to availability, maintenance and technical support for business customers. It is intended to supplement our Terms of Service when included in the customer's agreed service terms. It does not currently promise a guaranteed uptime percentage, fixed resolution deadline or service credits.

1. Scope

This SLA covers TickSure's hosted software, customer login, checklists, records, reports and related platform functionality. It does not cover a customer's own internet connection, devices, browser configuration or third-party systems outside TickSure's control.

2. Service availability

TickSure aims to make its online service available continuously and to restore disrupted features as promptly as reasonably possible. Availability can be affected by maintenance, hosting or supplier outages, security incidents and events outside our reasonable control. Any specific uptime commitment must be separately agreed in writing.

3. Planned maintenance and updates

TickSure may carry out maintenance, security updates and software improvements. Where practical, disruptive planned maintenance will be scheduled to minimise customer impact and communicated in advance. Urgent maintenance may need to take place without advance notice to protect service security or integrity.

4. Reporting issues

Customers can report technical problems using TickSure's in-platform help or enquiry form, where available, or by emailing info@ticksure.co.uk. Please describe the issue, the affected feature, approximate time, any error message and the business account concerned. Do not send passwords or unnecessary sensitive personal data.

5. Issue priorities

TickSure assesses reported issues according to business impact and urgency:

• Critical: Widespread service outage or serious security issue with no reasonable workaround — prioritised for urgent investigation.
• High: Major feature unavailable or materially impaired for a business, with limited workaround — investigated ahead of routine issues.
• Normal: A feature problem affecting some workflows where a workaround may be available — handled through the normal support queue.
• Low: Minor defects, general questions or enhancement suggestions — reviewed and scheduled as appropriate.

6. Support and response expectations

TickSure aims to acknowledge enquiries and provide updates within a reasonable timeframe, with urgent incidents prioritised. Support is primarily delivered digitally. Acknowledgement, investigation and resolution times depend on the severity and complexity of the issue, and no fixed response or restoration times are guaranteed under this general SLA. Any contracted support hours or response targets will be confirmed separately in writing.

7. Customer responsibilities

Customers should maintain suitable internet access and devices, use supported up-to-date browsers, control account access, report problems promptly and provide enough information for investigation. Customers remain responsible for their operational processes, the accuracy of recorded checks and any business-continuity arrangements needed if the service is temporarily unavailable.

8. Security incidents and customer data

TickSure takes reasonable steps to investigate and contain relevant service incidents. Personal data incidents will be handled in accordance with applicable law and, where relevant, our Data Processing Agreement and Privacy Notice.

9. Review and changes

TickSure may review this SLA as the platform and support arrangements develop. Material changes to agreed service commitments will be communicated as appropriate and will not override separately agreed written terms. For service questions, contact info@ticksure.co.uk.