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Service Level Agreement

Last updated: 22/05/2026

This Service Level Agreement (“SLA”) sets out support and service expectations for Trac.

1. Scope

This SLA applies to the Trac platform and platform-level support provided by Caterlytix, unless otherwise agreed in writing.

This SLA does not apply to third-party systems, customer systems, partner systems, internet connectivity, customer devices, third-party credentials, or services outside Caterlytix’s control.

2. Service availability

Caterlytix will use reasonable endeavours to make Trac available during the term of the applicable agreement.

Availability excludes:

  • scheduled maintenance;
  • emergency maintenance;
  • third-party system outages;
  • internet, network, or hosting provider issues outside Caterlytix’s reasonable control;
  • customer or partner system issues;
  • suspension due to breach, security risk, or non-payment;
  • force majeure events.

3. Support hours

Standard support hours are:

Monday to Friday, 9:00am to 5:00pm UK time, excluding public holidays in England.

Additional support arrangements may be agreed in writing.

4. Incident priorities

Caterlytix will classify support requests based on severity.

Priority Description Target Response
Critical Platform unavailable or core production service unavailable for all or substantially all users 4 business hours
High Major platform functionality materially impaired with significant operational impact 8 business hours
Medium Partial disruption or non-critical issue affecting use of the platform 2 business days
Low General query, minor issue, documentation request, or non-urgent support matter 3 business days

5. Response targets

Response targets are targets for initial response only. They are not guaranteed resolution times.

Resolution will depend on the nature of the issue, third-party dependencies, customer or partner cooperation, data availability, and technical complexity.

6. Support scope

Support includes:

  • responding to platform queries;
  • investigating reported incidents;
  • providing reasonable guidance on Trac usage;
  • investigating integration issues where Caterlytix controls the relevant part of the integration;
  • escalating issues internally where required.

Support does not include:

  • customer or partner hardware, networks, devices, or software;
  • third-party platform issues;
  • customer-created data errors;
  • unauthorised configuration;
  • training outside agreed onboarding;
  • bespoke development unless separately agreed.

7. Maintenance

Caterlytix may carry out scheduled or emergency maintenance.

Where reasonably practicable, Caterlytix will provide advance notice of scheduled maintenance.

Emergency maintenance may be carried out without prior notice where required for security, reliability, compliance, or platform integrity.

8. Third-party dependencies

Trac may depend on third-party systems. Caterlytix is not responsible for outages, delays, changes, restrictions, data issues, or access limits caused by third-party systems.

9. Service credits

No service credits apply unless expressly agreed in writing.

10. Changes

Caterlytix may update this SLA from time to time, provided that changes do not materially reduce the overall support commitments without reasonable notice.