Legal
Service Level Agreement
Our commitments on platform availability, support response times, and incident management.
Download this agreement
The full Service Level Agreement is available as a Word document.
Download SLA (.pdf) Platform status →Platform availability
We target 99% uptime per calendar month, measured excluding scheduled maintenance. Platform status and incident history are published at status.crisisconnect.uk.
Support response times
| Severity | Response time |
|---|---|
| Critical — platform unavailable | Within 2 hours |
| High — major feature unavailable | Within 4 hours |
| Medium — feature impaired | Within 1 working day |
| Low — general enquiry | Within 2 working days |
Support hours: Monday–Friday 09:00–17:00 GMT/BST, excluding UK public holidays.
Service credits
If we fail to meet the 99% uptime commitment in any calendar month, you may request a service credit equal to 5% of your monthly fee for each full percentage point below the target, up to a maximum of 25% of your monthly fee.
Contact support
Email: support@crisisconnect.uk — include "URGENT" in the subject line for critical issues.
Last updated: May 2026