Service Level Agreement
Our uptime commitments, service credit policy, and incident response standards. Last updated: February 2026.
1. Service Commitment
Arqera Limited (“ARQERA”) commits to maintaining a monthly uptime percentage of at least 99.9% for the ARQERA platform for customers on Business and Enterprise subscription tiers.
This Service Level Agreement (“SLA”) describes ARQERA's uptime commitment, how uptime is calculated, the service credits available if we fail to meet our commitment, and the process for requesting credits. This SLA supplements our Terms of Service.
2. Uptime Calculation
“Monthly Uptime Percentage” is calculated as the total number of minutes in a calendar month minus the number of minutes of Downtime, divided by the total number of minutes in that calendar month, expressed as a percentage.
“Downtime” means any period during which the ARQERA platform is materially unavailable, as measured by our internal monitoring systems. A period of unavailability lasting less than 1 minute is not counted as Downtime.
2.1 Exclusions
The following are excluded from Downtime calculations:
- Planned maintenance windows communicated in advance (see Section 4)
- Force majeure events (natural disasters, pandemics, government actions, war, internet backbone failures)
- Issues caused by your systems, networks, or third-party services outside ARQERA's control
- Features explicitly marked as “Beta” or “Preview”
- DNS propagation delays outside ARQERA's infrastructure
3. Service Credits
If ARQERA fails to meet the 99.9% Monthly Uptime Percentage commitment, affected Business and Enterprise customers are eligible for service credits as follows:
| Monthly Uptime Percentage | Service Credit |
|---|---|
| 99.0% – 99.9% | 10% of monthly subscription fee |
| 95.0% – 99.0% | 25% of monthly subscription fee |
| Below 95.0% | 50% of monthly subscription fee |
Service credits are applied as a credit against future invoices. Credits are calculated based on the monthly subscription fee for the affected service and do not include usage-based charges. The maximum credit for any single month shall not exceed 50% of that month's subscription fee.
4. Planned Maintenance
ARQERA performs regular maintenance to ensure platform security, stability, and performance. We adhere to the following maintenance standards:
- Advance notice: At least 48 hours prior written notification via email and in-app banner for all planned maintenance.
- Scheduling: Planned maintenance is scheduled during off-peak hours (typically between 02:00 and 06:00 UTC on weekdays, or weekends).
- Duration limits: Planned maintenance shall not exceed 4 hours per calendar month in aggregate.
- Zero-downtime deployments: Where technically feasible, we deploy updates using rolling or blue-green deployment strategies that do not require service interruption.
Emergency maintenance (security patches, critical bug fixes) may be performed with shorter notice but will be communicated as soon as reasonably practicable.
5. Incident Response Times
ARQERA classifies incidents by severity and commits to the following response times for Business and Enterprise customers:
| Priority | Definition | Acknowledge | Update | Resolution Target |
|---|---|---|---|---|
| P1 — Critical | Service completely down or inaccessible for all users | 15 minutes | Every 1 hour | 4 hours |
| P2 — Degraded | Service operational but with degraded performance or partial feature loss | 1 hour | Every 4 hours | 24 hours |
| P3 — Minor | Minor issue with limited impact; workaround available | 4 hours | Every 24 hours | 5 business days |
Resolution targets are best-effort commitments. Complex incidents may require longer resolution times, in which case we will provide regular status updates and a post-incident report within 5 business days of resolution.
6. Exclusions
This SLA does not apply to:
- Trial accounts — The SLA uptime commitment and service credits are available exclusively to paid Business and Enterprise customers.
- Beta and preview features — Features explicitly labelled as “Beta”, “Preview”, or “Experimental” are provided as-is without uptime guarantees.
- Customer-caused issues — Outages or degradation caused by your applications, integrations, network infrastructure, or misuse of the platform.
- Third-party service failures — Outages in third-party services (e.g., AI model providers, identity providers) that are outside ARQERA's direct control, unless ARQERA has failed to implement reasonable failover mechanisms.
- Team tier accounts — Team tier customers receive best-effort uptime but are not eligible for service credits under this SLA.
7. Requesting Service Credits
To request a service credit, you must submit a written request within 30 days of the end of the calendar month in which the Downtime occurred. Requests must include:
- Your account or organisation identifier
- The dates and times of the Downtime experienced
- A brief description of the impact on your operations
- Any relevant logs, screenshots, or error messages
Submit credit requests to:
Email: [email protected]
Subject line: SLA Credit Request — [Your Organisation Name]
ARQERA will review the request and respond within 10 business days. If approved, credits will be applied to the next billing cycle.
8. Changes to This SLA
ARQERA may update this SLA from time to time. We will not reduce our uptime commitment during an active subscription term without 90 days' prior written notice. Other changes will be communicated via email at least 30 days before they take effect.
Arqera Limited (Company No. 16946092). Registered in England and Wales. 167-169 Great Portland Street, London, England, W1W 5PF.
Last updated: February 2026.
Questions about our SLA?
Contact our support team for details about uptime commitments or to submit a service credit request.