These service level commitments apply to BangoPure's B2B SaaS services. Where an enterprise agreement provides higher or different commitments, the enterprise agreement prevails.
Service Level Commitments
| Service | SLA Commitment |
|---|---|
| Digital Bridge (IaaS) | 99.99% uptime; sub-10ms latency; 5% monthly credit per hour of excess downtime |
| DPP Platform API | 99.9% uptime; sub-100ms API response at 95th percentile |
| AI Assessment Engine (Enterprise) | 99.9% uptime; assessment completion within 60 seconds (95th percentile) |
| AI Procurement Optimisation | 99.5% uptime; procurement match delivery within 24 hours of request |
| Dropshipping & VAT Logic | 99.5% uptime; documentation generation within 30 seconds per shipment |
| Corporate ESG Platform | 99.9% uptime; human review of AI assessments within 5 working days |
| Customer Support Response | Priority: 4 hours; Standard: 1 working day; General: 3 working days |
Service Credit Mechanics (from Digital Bridge provisions)
In the event of an SLA breach, the client's sole and exclusive remedy is a service credit calculated as 5% of the monthly fee for each hour (or part thereof) of excess downtime, subject to a maximum credit of 30% of the monthly fee per calendar month. Service credits are not transferable and have no cash value.
The 99.99% uptime SLA equates to a maximum of 52.6 minutes of unplanned downtime per year. Planned maintenance windows are excluded from the uptime calculation and will be communicated with minimum 48 hours advance notice.
Related Warranty (from BangoPure's Warranties)
BangoPure will use commercially reasonable efforts to maintain platform availability consistent with the uptime commitments stated in the relevant SLAs.
Force Majeure
BangoPure shall not be in breach of these Terms, nor liable for any failure or delay in performance, to the extent that such failure or delay is caused by or arises from any Force Majeure event, provided that BangoPure notifies you as soon as reasonably practicable of the Force Majeure event and takes all reasonably practicable steps to mitigate its effects. Where a Force Majeure event continues for more than 90 consecutive days, either party may terminate the affected contract with immediate effect upon written notice, and neither party shall have any further liability to the other in respect of the terminated contract, save for obligations that have already accrued.