1. Targets#
| Metric | Target | Measurement window |
|---|---|---|
| Production data-plane availability | 99.95% | Monthly |
| P1 mean time to respond | 15 minutes | 24/7 |
| P1 mean time to restore | 4 hours | 24/7 |
| P2 MTTR | 8 working hours | Working hours |
| P3 MTTR | 3 working days | Working hours |
| Planned-maintenance notice | ≥ 7 days | - |
2. Service credits#
| Availability achieved | Credit |
|---|---|
| ≥99.95% | 0% |
| 99.50% – 99.94% | 5% of monthly fee |
| 99.00% – 99.49% | 10% |
| < 99.00% | 25% |
Credits applied automatically to the next invoice. Maximum credit per month: 50% of monthly fee.
Worked example. Monthly fee £10,000. Achieved availability 99.20%. Credit = 10% × £10,000 = £1,000, applied automatically on the following invoice.
3. Severity definitions#
| Sev | Definition | Example |
|---|---|---|
| P1 | Total loss of service or material data-loss risk | Core data plane down |
| P2 | Significant impact to a major function, no workaround | Provisioning API failing for >5% of requests |
| P3 | Minor / partial impact, workaround available | Reporting export delayed |
| P4 | Cosmetic / informational | UI typo |
4. Exclusions#
- Customer-caused outage (mis-configuration, AUP breach).
- Notified planned maintenance.
- Force majeure as defined in the MSA.
- Outage on a third-party network outside our control (we will still help you resolve it).
5. Contact & ownership#
Owner: Head of Service Delivery. Reviewed annually. Cross-references: Business MSA, BCP, Incident Response.
Version history
| Version | Date | Change |
|---|---|---|
| v1.0 | 22 April 2026 | Initial publication. |
This document is published by Boundless Telecom Ltd and forms part of our public legal posture. It is a living document - we update it as the regulatory environment, our supply chain or our products change. If anything here is unclear or you'd like a counter-signed copy, contact legal@boundless.tel and we'll respond within one working day.