Service Level Agreement
This Service Level Agreement (the "SLA") forms part of the Terms of Use between the Customer and LataSys Limited and sets out the availability target, support response targets, and service credits for the M365 Quarantine service.
Effective 2 July 2026 · LataSys Limited (UK Co. No. 17261093)
1. Definitions
- "Downtime" means a period during which the API
/healthendpoint is unreachable from at least two of the synthetic probe locations operated by LataSys Limited for more than 5 consecutive minutes. - "Excluded Downtime" means downtime caused by: scheduled maintenance announced at least 48 hours in advance; failures of upstream cloud providers (Microsoft Azure) outside LataSys Limited's reasonable control; force majeure events; customer-caused issues including misconfiguration or abuse of the service; suspension of the Customer's account in accordance with the Terms.
- "Monthly Uptime Percentage" means (Total Minutes in Month − Downtime Minutes) ÷ Total Minutes in Month, expressed as a percentage.
- "Service Credit" means a percentage of the monthly fee for the affected month, credited against future invoices.
2. Uptime target
LataSys Limited will use commercially reasonable efforts to maintain a Monthly Uptime Percentage of 99.5% for the API and admin portal.
3. Service credits
| Monthly Uptime Percentage | Service Credit |
|---|---|
| < 99.5% and ≥ 99.0% | 10% |
| < 99.0% and ≥ 95.0% | 25% |
| < 95.0% | 50% |
Service Credits are the Customer's sole and exclusive remedy for any downtime. To claim a Service Credit the Customer must submit a written request to support within 30 days of the end of the affected month, citing the period and impact. Credits are applied against the next invoice.
4. Support response targets
Support is provided by email during UK business hours (09:00 – 17:30 GMT/BST, Monday to Friday excluding UK bank holidays). Targets are first-response targets and apply to issues reported by the Customer's named administrator.
| Severity | Description | First response |
|---|---|---|
| Sev 1 — Critical | Service unavailable for the Customer; no workaround. | 4 business hours |
| Sev 2 — High | Major feature degraded; workaround possible. | 1 business day |
| Sev 3 — Normal | Bug, question, or minor issue. | 3 business days |
| Sev 4 — Low | Feature request or guidance. | 5 business days |
5. Scheduled maintenance
Scheduled maintenance windows will be announced at least 48 hours in advance to the Customer's registered administrator and where possible scheduled outside UK business hours. Scheduled maintenance does not count towards Downtime for SLA purposes.
6. Limitations
This SLA does not cover degradation or unavailability caused by Microsoft 365 service outages (which are governed by Microsoft's own SLAs), by the Customer's own infrastructure, by misconfiguration, or by use of the service outside its documented purpose.
