SpendGuard™ Service Level Agreement
Operated by: Constant Control Limited
Effective Date: 24 March 2026
Reviewed: 24 March 2026 | Next Review Due: April 2027
Contact: legal@constantcontrol.co.nz
1. Purpose
This SLA describes the service levels for SpendGuard™ and remedies available to you if we fail to meet them.
2. Definitions
- "Uptime" — The percentage of total elapsed minutes in the month during which the Service is fully accessible, as measured by both our internal monitoring and a recognised third-party uptime service.
- "Business Day" — Any day other than a Saturday, Sunday or New Zealand public holiday.
- "Maintenance Window" — A scheduled block of time outside Business Hours reserved for maintenance, defined in Section 8.
- "Downtime" — Any minute during which the Service is unavailable for all users, excluding Maintenance Windows and Force Majeure events.
3. Service Availability
Commitment: 99.9% uptime per calendar month.
Measurement: Calculated as 1 − (Downtime / Total minutes in month) × 100%.
4. Support & Response Times
Critical Incident: Complete Service inaccessibility or confirmed security breach. Support 24/7 via support@constantcontrol.co.nz. Response within 2 hours. Resolution within 8 hours.
High Severity: Significant functionality loss. Business Hours support. Response within 8 business hours. Resolution within 3 business days.
Normal Severity: Minor issues or how-to requests. Business Hours support. Response within 2 business days. Resolution within 5 business days.
5. Service Monitoring & Reporting
24×7 automated monitoring of all production endpoints. On request, detailed incident reports delivered within 2 Business Days. Critical Incident post-mortem delivered within 5 Business Days.
6. Service Credits & Remedies
| Monthly Uptime | Credit |
|---|---|
| Below 99.9% (≥ 99.0%) | 5% credit of that month's fees |
| Below 99.0% (≥ 95.0%) | 10% credit of that month's fees |
| Below 95.0% | 20% credit of that month's fees |
Credits are applied automatically to the next invoice. No customer claim required.
Termination right: If the 99.9% commitment is missed for three consecutive months, you may terminate on 30 days' written notice.
7. Exclusions
SLA remedies do not apply to downtime resulting from: scheduled maintenance (with 72 hours' notice), customer misuse or misconfiguration, third-party failures, force majeure events, emergency security maintenance, or beta/preview features.
8. Scheduled Maintenance
Up to 16 hours per calendar quarter. All windows occur outside Business Hours (6 pm – 6 am NZT). No maintenance on the last Business Day of any month. Minimum 72 hours' advance notice via email and status dashboard. If the 16-hour cap is exceeded, a 1% quarterly fee credit applies per additional hour.
9. Review & Amendment
We may amend this SLA with at least 30 days' written notice. Changes apply prospectively from the effective date.
10. Contact
Email: legal@constantcontrol.co.nz
Constant Control Limited — Licensed for business in New Zealand. Servicing a global market for our clients.