Service Level Agreement (SLA)

Last updated: 31 October 2025

This Service Level Agreement (“SLA”) is incorporated into the Agreement between Precision Forward Ltd and the Customer referencing this SLA (the “Agreement”). Capitalised terms used but not defined in this SLA have the meanings given in the Agreement.

1. Definitions

1. Downtime means a period during which a Service cannot be accessed over the Internet due to bugs in Precision Forward-provided software or failures of Precision Forward-managed infrastructure, except to the extent resulting in whole or in part from an Exception.
2. Downtime Minutes means, with respect to the Service and a given month, the total number of non-overlapping minute-long periods of uninterrupted Downtime of such Service in that month.
3. Exception means any of the following:
(i) issues with Internet connectivity beyond Precision Forward’s network demarcation point;
(ii) failure, interruption, outage, or other problem with any software, hardware, system, network, or facility not supplied by Precision Forward;
(iii) downtime in connection with scheduled maintenance;
(iv) Precision Forward’s suspension of a Service in response to a security incident or malware;
(v) issues involving or caused by a third-party platform or AI platform; or
(vi) issues related to Trials and Betas.

2. Service Availability

Precision Forward undertakes to make the Quadrant platform available 99.9% of the time in each calendar month, subject to the exclusions listed under Section 1 (Exception) and the other terms of this SLA.
If Precision Forward fails to meet the stated availability commitment for any given month, Customer may, as its sole and exclusive remedy, receive a service credit as described in Section 3 below.

3. Service Credits

If Quadrant’s uptime falls below the committed level in a given month, Customer may request a service credit equal to the percentage of the monthly fees for the affected Service shown below.

Monthly Uptime Percentage / Service Credit (% of Monthly Fee)

99.0% – 99.9% / 10%

98.0% – 98.99% / 25%

95.0% – 97.99% / 50%

Below 95.0% / 100%

Service credits will not exceed 100% of the total monthly fee for the affected Service.

Requests for credits must be submitted by email to hello@projectquadrant.com within 30 days of the end of the month in which the downtime occurred. Precision Forward will verify the claim using its internal logs and issue any valid credits within 60 days.

4. Notifications & Reporting

Precision Forward will use commercially reasonable procedures to notify Customer of scheduled maintenance which may impact service availability. Customer may notify Precision Forward of a service outage by emailing hello@projectquadrant.com.

5. Maintenance

Customer acknowledges that from time to time the Service may be unavailable due to maintenance (scheduled or emergency). Precision Forward will endeavour to:
- Schedule maintenance outside of peak business hours (typically weekends or 22:00 – 06:00 UK time), and
- Provide at least 24 hours’ advance notice where practicable.

6. Support

Precision Forward provides support via hello@projectquadrant.com between 09:00 – 17:00 UK time, Monday – Friday (Business Days).

For emergency issues causing a complete outage, responses will be prioritised and acknowledged within 1 hour of receipt during business hours.

7. Monitoring & Incident Management

Precision Forward continuously monitors the Quadrant platform for availability and performance.
In case of an incident, Precision Forward shall:
(a) Identify the root cause where possible;
(b) Communicate with the Customer on status and resolution progress; and
(c) Implement corrective actions or workarounds to restore service as soon as reasonably practicable.

8. Exclusions

This SLA and uptime commitment do not apply to:
- Any unavailability caused by a Customer’s breach of the Agreement;
- Acts or omissions of Customer or its users;
- Force majeure events (e.g., natural disasters, war, internet outages);
- Beta, evaluation, or trial features; or
- Scheduled maintenance with prior notice.

9. Changes to this SLA

Precision Forward may update or amend this SLA from time to time. Changes will be published at https://www.projectquadrant.com/legal/service-level-agreement and will take effect at the start of the next renewal term for Customer.

10. Governing Law

This SLA shall be governed by and construed in accordance with the laws of England and Wales, and the courts of England and Wales shall have exclusive jurisdiction.