Service level agreement
Last updated 29 September 2026
This Service Level Agreement (“SLA”) forms part of our Terms of Service. It sets out the uptime target and service credits that apply to the Pro plan, and the support response targets for all paid plans. It is provided by RELENTX LTD, trading as ManagePatients.
1. Uptime target (Pro plan)
We aim for the ManagePatients service — the dashboard, public booking pages and patient-facing links — to be available 99.9% of the time in each calendar month.
Monthly uptime is calculated as the total minutes in the month, minus minutes of downtime, divided by the total minutes in the month. “Downtime” means a period during which the service as a whole is unavailable to you, as confirmed by our monitoring, excluding the items in section 2.
2. Exclusions
The following do not count as downtime:
- scheduled maintenance that we have announced at least 48 hours in advance;
- outages or degraded performance of third-party services we rely on, including our hosting, database, SMS, email, payment and mapping providers, and mobile networks or email recipients’ systems;
- problems caused by your own equipment, internet connection, browser, website or DNS configuration (including custom domains and embedded widgets);
- suspension of your account under the Terms, or issues caused by your breach of the Terms;
- events beyond our reasonable control (force majeure);
- individual features being unavailable where the core booking and dashboard service remains available.
3. Service credits
If we miss the uptime target in a calendar month, Pro customers are entitled to a service credit:
| Monthly uptime | Service credit |
|---|---|
| 99.0% – below 99.9% | 10% of that month’s Pro subscription fee |
| Below 99.0% | 25% of that month’s Pro subscription fee |
- To claim, email hello@managepatients.com within 30 days of the end of the affected month, with the dates and times of the downtime you experienced.
- Credits are applied against a future invoice. They have no cash value, are not refundable and cannot be transferred.
- The total credit in any month is capped at 25% of that month’s Pro subscription fee.
- Service credits are your sole and exclusive remedy for failure to meet the uptime target.
- Credits are not available while your account has overdue payments.
4. Support response targets
| Plan | First-response target |
|---|---|
| Pro | Within 4 business hours |
| Starter, Growth and trial | Within 1 business day |
Business hours are 9:00–17:30 UK time, Monday to Friday, excluding public holidays in England. Targets refer to our first response, not to resolution. Contact support at hello@managepatients.com or from inside your account.
5. Dedicated account manager (Pro)
Pro customers have a dedicated account manager for onboarding, configuration help and account reviews, reachable at hello@managepatients.com. Mention that you are on the Pro plan and your message will be routed to them.
6. Maintenance and status updates
We announce scheduled maintenance at least 48 hours in advance by email and/or in the dashboard, and aim to schedule it outside UK business hours. For unplanned incidents we will keep affected customers updated by email until the issue is resolved.
7. Changes
We may update this SLA with at least 30 days’ notice. Changes will not reduce the uptime target or service credits during a billing period you have already paid for.