Service Level Agreement
Our commitment to reliability and performance.
Last updated: 1 June 2026
1. Uptime Commitment
Links Meridian commits to 99.95% monthly uptime for all paid plans (Starter, Standard, Professional, Enterprise, and Resort).
Uptime is calculated as: (total minutes in month minus downtime minutes) divided by total minutes in month, expressed as a percentage.
All paid plans (Starter through Portfolio) include full SLA coverage. The Starter plan includes full SLA coverage starting at $79/month when billed annually.
2. Downtime Definition
Downtime is defined as any period during which the platform is materially unavailable to the customer, as described below.
Counts as Downtime
- Platform returns HTTP 5xx errors for more than 5 consecutive minutes
- Core features are unusable (tee sheet, POS, member portal)
- Data loss or corruption
- Authentication system failure
Does Not Count as Downtime
- Scheduled maintenance with 48-hour advance notice
- Third-party service outages beyond our control (Stripe, SendGrid)
- Customer-side issues (browser, local network, DNS)
- Force majeure events
- Features in beta or early access
3. Scheduled Maintenance
We perform scheduled maintenance during low-usage periods to minimise disruption.
- Maintenance windows: Tuesday and Wednesday, 02:00 to 06:00 UTC
- Minimum 48-hour advance notice via the platform dashboard and email
- Emergency maintenance (security patches): best-effort notice, minimum 4 hours when possible
- Target: fewer than 4 hours of scheduled maintenance per month
4. Service Credits
Service credits are available to Professional, Enterprise, and Portfolio plan customers when monthly uptime falls below 99.9%.
| Monthly Uptime | Service Credit |
|---|---|
| 99.0% to 99.9% | 10% of monthly subscription fee |
| 95.0% to 99.0% | 20% of monthly subscription fee |
| Below 95.0% | 30% of monthly subscription fee |
- Credits must be requested within 30 days of the incident
- Credits are applied to future invoices and are not refunded as cash
- Maximum credit per month: 30% of that month's subscription fee
- Service credits are the sole and exclusive remedy for downtime
5. Performance Targets
We continuously monitor and optimise the platform to meet the following performance targets.
| Metric | Target |
|---|---|
| Page load (p95) | Less than 1 second |
| API response (p95) | Less than 200ms |
| Search response | Less than 100ms |
These are performance targets, not contractual guarantees. We monitor these metrics continuously and invest in meeting them.
6. Incident Communication
- Real-time service status available at status.linksmeridian.com
- Email notifications sent to account administrators during incidents
- Platform dashboard banner displayed during active incidents
- Root cause analysis shared within 5 business days for any outage exceeding 30 minutes
7. Scope
This SLA applies to the following plans:
- All paid plans (Starter through Resort): full SLA coverage
- Starter and Standard plans: SLA coverage, not eligible for service credits
- Professional, Enterprise, and Resort plans: full SLA coverage and eligible for service credits
This SLA is effective from the date of paid subscription activation and remains in effect for the duration of the subscription.
For questions about this SLA, contact [email protected].