Service Level Agreement

Version: 1.1

Date: 24 August 2026

Commitment

SENScribe targets 99.5% monthly uptime for the core application service. We are a small, focused team and set targets we can honestly stand behind. We do not promise 99.9% or higher because we believe realistic commitments build more trust than aspirational ones.

Definitions

Downtime - a period during which the core SENScribe application is materially unavailable to authenticated users, as confirmed by our monitoring systems. Brief interruptions of under five consecutive minutes are not counted.
Monthly uptime percentage - calculated as: (total minutes in the calendar month minus downtime minutes) divided by total minutes in the calendar month, expressed as a percentage.
Business hours - Monday to Friday, 09:00 to 17:30 Ireland time (IST/GMT), excluding Irish public holidays.

Planned maintenance

We provide at least 48 hours' advance notice before planned maintenance windows. Planned maintenance is excluded from downtime calculations. We use maintenance windows sparingly and schedule them outside peak school hours where possible.

Support response times

Priority	Description	Target response time
P1 - Service down	The core service is unavailable to all or most users	Within 4 business hours
P2 - Degraded	The service is available but a significant feature is impaired	1 business day
P3 - General	Non-urgent questions, feature requests, or minor issues	3 business days

Support hours: Monday to Friday, 09:00 to 17:30 Ireland time. Support requests can be sent to hello@senscribe.ie.

Backup and recovery

Recovery Point Objective (RPO): approximately 4 hours, based on Azure Cosmos DB periodic backups at 240-minute intervals.
Recovery Time Objective (RTO): target of 48 hours for full service restoration following a major incident.
Backup storage: geo-redundant, using Azure Cosmos DB periodic backups.
Topology: single Azure region (West Europe); client-side encrypted data is backed up in its encrypted form.
Key handling: backups contain ciphertext and wrapped keys only. Decryption depends on teacher-held credentials such as the data password or recovery key; details and exceptions are described in the Privacy Whitepaper.

Security incidents and data protection

Security measures for SENScribe, including the Article 32 security measures we have implemented, are documented in our Data Processing Agreement v1.6. If a personal data breach affects your school's data, we notify the affected school customer without undue delay and in any event within 48 hours of becoming aware of the breach. Our obligations to notify data protection authorities and data subjects under Articles 33 and 34 GDPR apply without prejudice.

Suspected security issues can be reported to security@senscribe.ie.

Data Processing Agreement (v1.6) - Article 32 security measures, breach notification, sub-processors
Data Protection Impact Assessment (v1.5) - encrypted storage and synchronisation
Privacy Whitepaper - how encryption and key handling work

Service credits

If we fall short of the 99.5% monthly uptime target, affected customers on a paid plan may request a service credit:

Monthly uptime	Credit (as % of that month's fee)
99.0% to < 99.5%	5%
95.0% to < 99.0%	10%
Below 95.0%	25%

Credits are capped at 25% of the affected month's subscription fee. To claim a credit, contact hello@senscribe.ie within 30 days of the end of the affected month. Service credits are the sole and exclusive remedy for any failure to meet the uptime target.

Exclusions

The uptime commitment does not cover:

Force majeure events (natural disasters, war, pandemic, government action)
Failures in the customer's own equipment, network, or internet service provider
Third-party service failures outside our reasonable control
Features clearly labelled as beta or preview
Issues caused by use of the service in a manner not consistent with the documentation

Service status

Real-time and historical service status is available at status.senscribe.ie.