Service Level Agreement
Our commitments to availability and support
Last updated: 29 July 2026
Uptime target99.5%, measured monthly
Incident response — CriticalUnder 1 hour
Incident response — HighUnder 4 hours
Incident response — MediumWithin 1 business day
Scheduled maintenanceSundays 22:00–02:00, with 48 hours' notice
Recovery Time Objective (RTO)24 hours
Recovery Point Objective (RPO)24 hours (typically much less)
Service Credits
If we fail to meet the uptime target in any calendar month, the following service credits apply to your account:
Below 99.5%10% service credit
Below 99.0%25% service credit
Below 95.0%50% service credit
Contact
For SLA queries or to report an incident, contact support@leadmole.co.uk.
© 2026 Lead Mole
