Service Level Agreement
Skapp Platform – Effective Date: 2025
At Skapp, we are committed to providing a highly reliable and responsive service experience to our users. This Service Level Agreement ("SLA") outlines our uptime guarantees, support commitments, and the conditions under which service obligations apply.
Service Availability
Skapp guarantees a monthly uptime of 99.9%, excluding periods of scheduled maintenance or planned updates. Scheduled maintenance will be communicated at least 48 hours in advance and is not considered unplanned downtime under this SLA.
Customer Support Availability
Our support team is available 24 hours a day, Monday through Friday, excluding public holidays. Support can be accessed via the Skapp user interface or through direct email.
Support Request SLAs
All support requests are categorised and responded to according to the following priority matrix:
Ticket Level
Description
Acknowledgement SLA
Resolution Target
L1 – Low Priority
Non-critical issues that do not affect core service functionality, or have available workarounds
Within 2 business days (48 hours)
Within 5 business days
L2 – Medium Priority
Functional issues requiring remote assistance, where features are not working as intended
Within 1 business day (24 hours)
Within 3 business days
L3 – High Priority
Critical issues that prevent access to the Skapp service and require immediate resolution
Initial response and ETA update within 8–12 hours
Best effort; continuous updates every 4 hours
Business hours are defined as 09:00 – 18:00 in the customer's local timezone, Monday through Friday, excluding public holidays. SLA timers begin upon acknowledgement of the support request.
How to Contact Support
Contact our support team through any of the following channels:
Email: hello@skapp.com
In-app support request: Accessible from the Skapp application interface
Please include your account details, a description of the issue, and any relevant screenshots or logs when raising a support request to help us respond as efficiently as possible.
Force Majeure
Neither party will be liable for SLA breaches caused by events outside their reasonable control ("Force Majeure Events"). Force Majeure Events include, but are not limited to:
Natural disasters (earthquakes, floods, hurricanes, wildfires, etc.)
Acts of government, war, terrorism, or civil unrest
Widespread internet infrastructure failures or major backbone outages
Pandemics or public health emergencies declared by a national or international authority
Strikes, labour disputes, or industrial actions outside the control of the Service Provider
Power grid failures or utility outages affecting data centre operations
In the event of a Force Majeure Event, the affected party must notify the other party as soon as reasonably practicable and provide a description of the event and its anticipated impact on service delivery.
Skapp will make all reasonable efforts to maintain or restore service during such events. Downtime resulting from Force Majeure Events will not count against the monthly uptime commitment outlined in Section 1 of this SLA.
Third-Party Service Dependencies
Skapp integrates with and relies upon certain third-party services, infrastructure providers, and external platforms to deliver its core functionality. These may include, but are not limited to, cloud infrastructure providers, payment processors, authentication services, communication platforms, and data storage services.
Skapp does not control the availability, performance, or reliability of these third-party services. Accordingly, the following terms apply:
Service disruptions caused by third-party providers will not be counted as Skapp downtime under this SLA and will not constitute a breach of our uptime commitments.
Skapp will make commercially reasonable efforts to monitor third-party service status and communicate known outages or disruptions to affected customers in a timely manner.
Where technically feasible, Skapp will implement failover mechanisms, redundancy, or alternative service pathways to minimise the impact of third-party outages on end users.
Skapp will work proactively with third-party providers to resolve service disruptions and restore full functionality as quickly as possible.