Service Level Agreement (SLA)

Effective Date: August 1, 2026

1. Purpose & Scope
This Service Level Agreement ("SLA") defines the level of service that AssociaHub ("we", "us") commits to provide to your association ("you") in relation to the AssociaHub membership management platform ("the Service"). This SLA applies to associations on an active paid subscription and covers platform availability, support responsiveness, and issue resolution.
2. Service Availability
  • Uptime Target: We target a service availability of 99.5% per calendar month, excluding scheduled maintenance.
  • Scheduled Maintenance: We may perform scheduled maintenance outside of peak hours (UK time weekends or late evenings). We will provide at least 48 hours' notice for any maintenance expected to cause downtime.
  • Unplanned Downtime: In the event of unplanned downtime, we will work to restore service as quickly as possible and provide status updates through our support channels.
3. Support Coverage
  • Support Hours: Email and in-app support is available Monday to Friday, 09:00–17:00 UK time, excluding public holidays.
  • Channels: Support requests should be submitted via the in-app Contact page or by emailing our support address.
  • Off-Hours: Critical outages affecting the entire platform are monitored outside of business hours, and emergency response is initiated automatically by our monitoring systems.
4. Issue Prioritisation & Response Times

Issues are categorised by severity, with target response times as follows:

PriorityDescriptionTarget Response
P1 — CriticalPlatform completely unavailable; no workaroundWithin 2 business hours
P2 — HighMajor feature broken; significant impact on operationsWithin 4 business hours
P3 — MediumFeature partially impaired; workaround availableWithin 1 business day
P4 — LowGeneral enquiry or minor issue; no operational impactWithin 2 business days

Response time is the target for our first meaningful reply. Resolution times depend on the complexity of the issue and will be communicated by our support team.

5. Service Credits
If we fail to meet the 99.5% uptime target in any calendar month, you may request a service credit calculated as a percentage of your monthly subscription fee, based on the actual downtime experienced (excluding scheduled maintenance and events outside our reasonable control). Service credits must be requested within 30 days of the affected month.
6. Exclusions
This SLA does not apply to service disruptions caused by: (a) your misuse of the platform; (b) issues with third-party services we integrate with (e.g., Stripe, email providers); (c) events outside our reasonable control, including natural disasters, internet outages, or government actions; or (d) scheduled maintenance communicated in advance.
7. Backup & Data Integrity
We maintain automated backups of platform data. In the event of data loss attributable to a platform failure, we will use reasonable efforts to restore data from the most recent available backup. We encourage associations to maintain their own records for critical financial transactions.
8. Review & Changes
We review and may update this SLA periodically to reflect changes in our infrastructure or service offerings. We will notify you of any material changes through in-app notifications or email. Continued use of the Service after changes take effect constitutes acceptance of the revised SLA.
9. Contact Us

If you have questions or comments about this agreement, or wish to discuss any of the terms outlined above, please contact us:

Email SupportContact Page
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