Service Level Agreement
Last updated: 6 June 2026
This page sets out the operational commitments we make to paying subscribers of Public Sector Sponsorship. It supplements — and is read together with — our Terms & Conditions and Privacy Policy.
99.5%
≤ 2 business days
Every 24 hours
≤ 4 hours
1. Uptime
We target 99.5% monthly uptime for the public website, signed-in dashboard, and job search. Uptime is measured as the percentage of minutes in a calendar month during which the core site responds with a 2xx or 3xx status to a synthetic health check.
Excluded from uptime calculations: scheduled maintenance (announced ≥ 24 hours in advance), force majeure, third-party provider outages (Cloudflare, Supabase, Stripe, Lovable AI Gateway), and any downtime caused by your own network, browser, or account-specific abuse-prevention actions.
2. Data freshness
- Job catalogue: sources are scraped or polled at least every 24 hours. Most sources refresh every 4–8 hours.
- Sponsor licence register: synced from the official Home Office CSV within 7 days of each publication.
- Stale jobs: jobs not seen in their source for 14 days are automatically marked inactive and hidden from search.
3. Support response
Support is provided by email at support@publicsectorsponsorship.co.uk and via the contact form. Target first-response times (business days, UK time, excluding public holidays):
| Severity | Definition | First response |
|---|---|---|
| Critical | Site down, billing failure affecting all users, data breach. | ≤ 4 hours, 7 days a week |
| High | Paid feature broken for you (AI generation, checkout, saved jobs). | ≤ 1 business day |
| Normal | General questions, account changes, data corrections. | ≤ 2 business days |
| Low | Feature requests, cosmetic issues. | ≤ 5 business days |
4. Incident response
For incidents classified as Critical we will: acknowledge within 4 hours, post a status update at least every 4 hours until resolved, and publish a brief post-incident summary within 10 business days. Data-breach incidents follow our internal breach runbook and, where required, are reported to the ICO within 72 hours under UK GDPR Art. 33.
5. Service credits
If monthly uptime for paying subscribers falls below the targets below, you may request a service credit on your next invoice by emailing support@publicsectorsponsorship.co.uk within 30 days of the affected month.
| Monthly uptime | Credit (% of monthly fee) |
|---|---|
| < 99.5% | 10% |
| < 99.0% | 25% |
| < 95.0% | 50% |
Credits are the sole and exclusive remedy for any SLA shortfall and may not exceed one month's subscription fee per calendar month. Annual plans are credited at 1/12 of the annual fee per affected month.
6. Security & data handling
Production data is stored in the EU (Frankfurt) on encrypted storage with daily backups retained for 30 days. Access to production is limited to named maintainers using MFA. Full detail of processors, retention, and your rights is in the Privacy Policy.
7. Changes to this SLA
We may update this SLA from time to time. Material changes that reduce a commitment will be notified by email or in-app at least 14 days before they take effect.
Report an issue
For incidents or SLA queries email support@publicsectorsponsorship.co.uk. For data-protection or breach reports, use privacy@publicsectorsponsorship.co.uk.