Version: 1.0
Effective Date: 25 June 2026
This Service Level Agreement explains the service availability, support, maintenance, incident handling and service responsibilities applicable to Coffee Business Planning & Analytics or Coffee Farm Planning & Analytics ("the Platform").
This SLA is intended to provide reasonable expectations for customers using paid or enterprise versions of the Platform.
This SLA applies to Platform services made available through the official web application, dashboards, reports, planning tools, forecasting tools and related hosted services.
This SLA does not apply to services, systems or infrastructure outside the Platform owner's reasonable control.
This SLA should be read together with the Terms of Use, End User Licence Agreement, Privacy Policy, Acceptable Use Policy, Planning and Forecast Disclaimer and any applicable subscription agreement.
For paid subscriptions, the Platform aims to achieve a monthly service availability target of 99.0%, excluding scheduled maintenance, emergency maintenance and exclusions stated in this SLA.
Availability is measured based on the ability of users to access the core hosted Platform through supported internet connections and browsers.
Availability does not include failures caused by user devices, local networks, internet service providers, third-party services or customer-side configuration issues.
Although the Platform owner aims to provide reliable service, uninterrupted or error-free operation is not guaranteed.
The availability target does not apply to downtime, delay or service disruption caused by:
Support may be provided through one or more of the following channels, depending on the subscription plan:
Standard support is provided during normal business hours unless a separate written agreement provides extended support.
Standard Support Hours: [Insert Support Hours]
Support Days: [Insert Support Days]
Support Contact: [Insert Support Email or Phone]
Enterprise customers may receive enhanced support arrangements, including priority response, dedicated account support, onboarding assistance or custom service commitments where agreed in writing.
A Priority 1 incident means the Platform is unavailable for most users or a critical security or data access issue materially prevents use of core services.
Examples include:
Target Initial Response: 4 business hours.
A Priority 2 incident means a major feature is unavailable or severely degraded, but the Platform remains partially usable.
Examples include:
Target Initial Response: 1 business day.
A Priority 3 issue means a non-critical feature is not working as expected, but users can continue operating with a workaround.
Examples include:
Target Initial Response: 2 business days.
A Priority 4 request includes general questions, feature requests, training requests, configuration help and non-urgent support.
Target Initial Response: 5 business days.
Response time means the target time within which the Platform owner aims to acknowledge a support request after it is received through an authorised support channel.
Resolution time depends on the nature, complexity, cause and severity of the issue. The Platform owner does not guarantee a fixed resolution time unless agreed in writing.
Where a permanent fix is not immediately available, the Platform owner may provide a workaround, temporary fix or alternative process.
Users and organisations must provide reasonable cooperation, including screenshots, error messages, affected user details, steps to reproduce the issue and other relevant information.
The Platform owner may perform scheduled maintenance for updates, backups, security patches, performance improvements, infrastructure changes or feature releases.
Where practicable, users may be notified in advance of scheduled maintenance that is expected to materially affect availability.
Emergency maintenance may be performed without advance notice where necessary to protect Platform security, data integrity, service stability or legal compliance.
The Platform owner may maintain backups for operational continuity, disaster recovery and data protection purposes.
Backups are not a substitute for users maintaining their own exported records where required for accounting, tax, audit, legal or business purposes.
In the event of data loss or service disruption, the Platform owner will take reasonable steps to restore service and data from available backups where technically feasible.
The Platform owner is not required to reverse user-entered changes, deletions, incorrect postings or configuration errors unless a separate support arrangement provides such service.
The Platform owner may monitor logs, access patterns, errors and system behaviour to detect and respond to potential security incidents.
If a security incident is suspected or confirmed, the Platform owner may take appropriate measures, including disabling accounts, restricting access, applying patches, requiring password resets or temporarily suspending affected services.
Where required by applicable law or contract, affected users, organisations or regulators may be notified of relevant security incidents.
Customers and users are responsible for:
The Platform owner may improve, modify, replace or discontinue features from time to time.
Feature availability may vary by subscription plan, user role, organisation settings, region or technical environment.
Beta, trial, pilot, experimental or preview features may be changed, withdrawn or discontinued at any time and may not be covered by this SLA.
Unless expressly agreed in writing, failure to meet a target availability or support response time does not automatically entitle users to refunds, damages or service credits.
Enterprise customers may receive service credits or other remedies only where such remedies are expressly stated in a signed written agreement.
To the maximum extent permitted by law, the Platform owner shall not be liable for indirect, incidental, special, consequential, exemplary or punitive damages arising from downtime, service interruption, support delays, data issues, third-party service failures or maintenance activities.
The Platform owner's total liability remains subject to the limitations stated in the Terms of Use, EULA or applicable written agreement.
Questions or support requests relating to this SLA may be submitted to the Platform owner or authorised support contact.
Platform: Coffee Business Planning & Analytics
Support Email: [Insert Support Email]
Support Phone: [Insert Support Phone]
Business Address: [Insert Business Address]
By subscribing to, accessing or using the Platform, you acknowledge that you have read, understood and accepted this Service Level Agreement where applicable to your subscription or service arrangement.