Service Level Agreement (SLA)

This Service Level Agreement ("SLA") defines the operational performance standards, availability guarantees, and support response commitments provided by Karter Systems across our SaaS infrastructure (TraceDesk OS, Kartify) and Managed IT services.

1. SaaS Uptime Guarantee

We guarantee a monthly system availability threshold of 99.9% for all hosted software instances. Operational availability is measured via continuous automated endpoint telemetry excluding scheduled maintenance windows.

2. Support Response Metrics

• Starter Tier (£39/mo): Response within 24 business hours. Operating hours are Monday–Friday, 09:00 to 17:00 GMT.
• White-Label Enterprise Tier (£99/mo): Priority SLA routing with a guaranteed initial engineering response within 4 hours, 24/7/365 emergency incident coverage.

3. Local IT On-Site Response SLA (North East)

For commercial clients under active Managed IT retainers in Newcastle upon Tyne and the North East region, emergency physical dispatch targets are established as follows:

• Critical Network Outage: On-site engineer dispatch within 4 hours of incident logging.
• Standard Diagnostics & Hardware Setup: Scheduled within 24 to 48 business hours.

4. Maintenance Windows & Service Credits

Routine infrastructure upgrades are executed during off-peak hours (01:00 to 05:00 GMT) with a minimum 48-hour advance notification. Should system availability drop below 99.9% in a given billing cycle, Enterprise license holders are eligible for service credit requests equal to 10% of their monthly subscription fee.