Service Level Commitment
Last updated: 21 June 2026
This page describes the service levels timeslot.ie targets for all customers. Formal, contractually-binding SLA terms with financial service credits are available on Enterprise plans — contact our team to arrange one.
1. Availability target
We target 99.9% monthly availability of the booking platform (the public booking pages and the admin dashboard), excluding scheduled maintenance. Current and historical platform status is published in real time on our status page.
2. Scheduled maintenance
- Routine maintenance is performed during low-traffic windows and, where it may cause interruption, announced in advance on the status page.
- Emergency maintenance (e.g. to apply a critical security fix) may occur without notice; we keep any such window as short as possible.
3. Support response targets
| Plan | Channel | First-response target (business hours, Europe/Dublin) |
|---|---|---|
| Free / Lite | 2 business days | |
| Standard / Plus | Email & chat | 1 business day |
| Enterprise | Priority email, chat & named contact | 4 business hours, with an agreed contractual SLA |
4. Data durability & recovery
Customer data is stored in the EU, encrypted at rest and in transit, with regular encrypted backups that are integrity-verified. Our target recovery objectives are an RPO (maximum data loss) of 24 hours and an RTO (time to restore service) of 8 hours for a major incident; Enterprise agreements may set tighter objectives.
5. Incident communication
During a service-affecting incident we post updates to the status page and, for Enterprise customers, notify the named contact directly. A post-incident summary is provided for major incidents on request.
6. Exclusions
Availability targets exclude events outside our reasonable control (force majeure, third-party network/provider outages, or issues caused by a customer’s own configuration or connected accounts). Targets on this page are operational goals for all customers; only an executed Enterprise agreement creates contractual commitments and credits.
7. Contact
For an Enterprise SLA or service-level questions, contact sales@timeslot.ie.