BeaconHQ — Service Level Agreement
Operated by: Aitronyx Ltd (company number 16965157), trading as BeaconHQ Effective from: 1 June 2026 Last updated: 1 June 2026 Version: 1.0
This Service Level Agreement ("SLA") sets out the service availability and support commitments that apply to the BeaconHQ platform (the "Service"). It forms part of, and is incorporated by reference into, the BeaconHQ Terms of Service, and applies to Customers on a paid Production Tier (Starter, Professional or Enterprise) and to Beta Customers. Capitalised terms have the meanings given in the Terms of Service.
1. Service availability
1.1 Availability target. Aitronyx will use commercially reasonable efforts to make the Service available with a monthly uptime of at least 99.5%, measured as set out in clause 1.2 and subject to the exclusions in clause 1.3.
1.2 Measurement. "Monthly Uptime Percentage" is calculated for each calendar month as: (total minutes in the month, minus minutes of Downtime, divided by total minutes in the month) × 100. "Downtime" means a period during which the core contract-analysis functions of the Service are materially unavailable to the Customer, as confirmed by Aitronyx's monitoring, excluding the matters in clause 1.3.
1.3 Exclusions. Downtime does not include unavailability caused by: scheduled or emergency maintenance carried out in accordance with clause 3; failure of third-party infrastructure, connectivity or services outside Aitronyx's reasonable control (including the Customer's own systems and network); any force majeure event as described in the Terms of Service; suspension or termination of the Customer's access in accordance with the Terms of Service; or the Customer's breach of the Terms of Service or Acceptable Use Policy.
2. Support
2.1 Support channel and hours. Aitronyx provides support by email at support@usebeaconhq.com during normal UK business hours (09:00–17:00 GMT/BST, Monday to Friday, excluding UK public holidays) ("Business Hours").
2.2 Severity levels and target response times. Aitronyx will use commercially reasonable efforts to acknowledge support requests within the following targets, measured during Business Hours:
| Severity | Description | Target first response |
|---|---|---|
| P1 — Critical | The Service is materially unavailable, with no reasonable workaround | Within 4 Business Hours |
| P2 — High | A core function is significantly impaired, with no reasonable workaround | Within 1 Business Day |
| P3 — Normal | A minor or cosmetic issue, or an issue with a reasonable workaround | Within 2 Business Days |
| P4 — Enquiry | A question, guidance request, or feature enquiry | Within 2 Business Days |
2.3 Nature of the targets. The response targets in clause 2.2 are targets for an initial response, not guarantees of resolution time. Aitronyx will use commercially reasonable efforts to resolve issues promptly, prioritising by severity. Aitronyx determines the severity level acting reasonably, in discussion with the Customer.
3. Maintenance
3.1 Scheduled maintenance. Aitronyx may carry out scheduled maintenance, during which the Service may be unavailable in whole or in part. Aitronyx will use commercially reasonable efforts to schedule such maintenance outside Business Hours and to provide reasonable advance notice.
3.2 Emergency maintenance. Aitronyx may carry out emergency maintenance without advance notice where necessary to protect the security, integrity or availability of the Service. Aitronyx will notify affected Customers as soon as reasonably practicable.
4. Service credits
4.1 Entitlement. Where the Monthly Uptime Percentage in a given calendar month falls below the target in clause 1.1, the Customer may claim a service credit, calculated as a percentage of the Subscription Fee for the affected month, as follows:
| Monthly Uptime Percentage | Service credit |
|---|---|
| Below 99.5% but at or above 99.0% | 5% of the monthly Subscription Fee |
| Below 99.0% but at or above 95.0% | 10% of the monthly Subscription Fee |
| Below 95.0% | 25% of the monthly Subscription Fee |
4.2 Claims. To claim a service credit, the Customer must submit a request to support@usebeaconhq.com within thirty (30) days of the end of the affected month, including reasonable supporting detail. Service credits are applied against future Subscription Fees and are not redeemable for cash.
4.3 Sole remedy. The service credits in this clause 4 are the Customer's sole and exclusive remedy for any failure to meet the availability target in clause 1.1. Service credits in any month are capped at 50% of that month's Subscription Fee. This clause is subject to the limitation of liability provisions in the Terms of Service.
5. Changes to this SLA
Aitronyx may update this SLA from time to time in accordance with the change provisions of the Terms of Service. The "Last updated" date above indicates when it was most recently revised.
Aitronyx Ltd, trading as BeaconHQ. Company number 16965157. Contact: support@usebeaconhq.com.