Service Level Agreement (SLA)
Last updated: 14 September 2026. Defining technical availability, incident response tiers, and support commitments.
1. Scope and Core Commitments
This Service Level Agreement ("SLA") sets forth the operational uptime standards and technical support performance commitments delivered by Corewisecorp Partners Ltd ("Corewisecorp") to all active retained clients.
2. Incident Severity Classification & Response Matrix
Technical incidents are categorized based on commercial impact to merchant operations:
| Tier | Definition | Initial Response | Target Resolution |
|---|---|---|---|
| P1 - Critical | Complete system failure: customer unable to complete orders, storefront totally offline, or EPOS bridge failure during live trading. | Within 1 Hour (24/7) | Under 4 Hours |
| P2 - High | Major operational impairment: automated invoicing queue stalled or inventory sync delayed across secondary channels. | Within 3 Hours | Under 8 Hours |
| P3 - Medium | Minor glitch or cosmetic issue: analytics reporting discrepancy or localized layout formatting error. | Within 8 Working Hours | Under 24 Hours |
| P4 - Low | General consultative request, minor configuration adjustment, or routine advisory enquiry. | Within 1 Business Day | Scheduled per SOW |
3. Scheduled Maintenance Window
To preserve stability and deploy security patches, Corewisecorp performs maintenance during off-peak commercial hours:
- Standard Window: Sunday mornings between 01:00 AM and 05:00 AM GMT.
- Advance Notification: Routine maintenance is announced with a minimum of 48 hours' prior email notice.
- Zero-Downtime Deployments: Application code updates utilize blue-green rolling deployments without interrupting customer checkouts.
4. Infrastructure Redundancy & Disaster Recovery
Corewisecorp systems are architected with enterprise-grade resilience:
- UK Dual-Cluster Architecture: Primary clusters hosted in London with real-time failover to Manchester data centers.
- Automated Backups: Point-in-time database backups performed every 6 hours and stored in encrypted, geographically isolated UK cloud storage.
- RTO & RPO: Target Recovery Time Objective (RTO) of < 2 hours; Recovery Point Objective (RPO) of < 15 minutes.
5. Service Credits & Support Escalation
In the event that monthly verified uptime falls below 99.8% due to causes within Corewisecorp's reasonable control, clients are entitled to service fee credits:
- 99.0% - 99.79% Availability: 10% credit applied toward the following month's platform retainer.
- 95.0% - 98.99% Availability: 25% credit applied toward the following month's platform retainer.
- < 95.0% Availability: 50% credit applied toward the following month's platform retainer.
Freephone Priority Helpline: 0800 525 5478
Commercial Lead: contact@corewisecorp.co.uk