Service Level Agreement for the Recept IO Website Intake Agent.
This Service Level Agreement (SLA) defines the availability, response time targets, and support commitment provided by 4TH PARTNER LIMITED trading as Recept IO for the Recept IO platform and website intake agent (the Platform).
1. Service availability
1.1 Recept IO target platform availability is 99.9% uptime, measured over each calendar month.
1.2 System uptime calculations exclude planned maintenance windows, emergency maintenance, and downtime resulting from force majeure events, issues outside our reasonable control (including third-party infrastructure failure, client CRM endpoint outages, or local network disruption).
1.3 Scheduled maintenance will occur with at least 24 hours' prior notice whenever practicable, and will be conducted outside peak intake hours where feasible.
2. Support targets
2.1 Critical and High severity issues are monitored 24/7. Technical escalation protocols ensure that core messaging, triage, and scheduling services remain functional during off-hours. Standard operational support is delivered during business hours (Monday to Friday, 9am - 5pm GMT/BST).
Severity Description Target Response Target Resolution
Critical Complete system outage or core data flow failure impacting all enquiries 2 hours 1 Business Day
High Major functionality impaired, no immediate workaround available 4 hours 2 Business Days
Medium Partial functionality loss with active workaround available 1 Business Day 5 Business Days
Low Minor UI issues, general queries, or feature requests 2 Business Days 10 Business Days
3. Monitoring & incident management
3.1 Recept IO continuously monitors platform response times, API health, and system performance. Automated alerts notify our engineering team of service degradation or elevated error rates.
4. Escalation & contact
4.1 Issues can be reported via email at support@receptio.ai. Critical issues receive priority handling 24/7.