SENSERITY — Service Level Agreement
Version 1.0 | February 2026
Provider: Blueloop Limited Company No: 03981322 Registered Office: Blueloop House, Ilchester Road, Yeovil, Somerset BA21 3AA
This Service Level Agreement ("SLA") is an addendum to the Senserity Terms of Service and applies to Tenants on the Professional and Enterprise Subscription Tiers only. Defined terms have the same meaning as in the Terms of Service unless otherwise stated.
1. Scope
This SLA sets out the availability commitments, support response targets, and service credit provisions for the Senserity platform (app.senserity.co.uk) applicable to Professional and Enterprise Subscription Tiers.
Tenants on the Free, Trial, Starter, Growth, and Insight Subscription Tiers receive the Platform on a reasonable-endeavours basis and are not covered by this SLA.
2. Definitions
"Business Hours" means Monday to Friday, 08:00 to 18:00 UK time, excluding English public holidays.
"Downtime" means any period during Business Hours in which the Platform at app.senserity.co.uk is unavailable to users due to server errors or unreachability, measured in consecutive minutes. A period of unavailability must exceed 5 consecutive minutes to qualify as Downtime.
"Monthly Uptime Percentage" means the total number of minutes in Business Hours during a calendar month, minus Downtime minutes, divided by the total number of minutes in Business Hours during that calendar month, expressed as a percentage.
"Planned Maintenance" means scheduled maintenance activities notified to affected Tenants in advance in accordance with Section 4.
"Excluded Downtime" means downtime that is excluded from the Monthly Uptime Percentage calculation as set out in Section 5.
3. Availability Commitment
3.1 Uptime Target
Blueloop commits to a Monthly Uptime Percentage of 99.5% during Business Hours for the Senserity platform.
This equates to a maximum of approximately 2 hours and 10 minutes of unplanned Downtime per calendar month during Business Hours.
3.2 Monitoring and Status Page
Platform availability is monitored continuously. Current status, incident reports, and historical uptime data are published at status.senserity.co.uk.
Tenants are encouraged to subscribe to status page notifications to receive real-time updates on incidents and planned maintenance.
4. Planned Maintenance
4.1 Planned maintenance will be carried out outside Business Hours where practicable.
4.2 Where planned maintenance may affect access to or performance of the Platform during Business Hours, we will provide at least 48 hours' advance notice by email to Tenant Owners and Admins and via the status page.
4.3 In exceptional circumstances (for example, urgent security patches), we may carry out emergency maintenance during Business Hours with less than 48 hours' notice. We will provide as much advance notice as reasonably possible and update the status page in real time.
4.4 Planned Maintenance that has been notified in accordance with this section is excluded from the Monthly Uptime Percentage calculation.
5. Exclusions
The following are excluded from the Monthly Uptime Percentage calculation and do not constitute Downtime for the purposes of this SLA:
- Planned Maintenance notified in accordance with Section 4.
- Third-party data source outages — unavailability or degraded performance of external data sources including Companies House, the Charity Commission, OFSI, Dilisense, Creditsafe, the National Archives, or any other third-party data provider. Such outages may temporarily affect the availability of certain enrichment features, data refreshes, or Insight Tests, but do not affect core Platform availability.
- Third-party service provider outages — unavailability of Stripe (payments), Microsoft Entra ID or Google (authentication), or other third-party services used by the Platform, where the outage is outside Blueloop's control.
- Force Majeure Events as defined in the Terms of Service.
- Your own connectivity — issues with your internet connection, local network, devices, or browser.
- Misuse or overload — Downtime caused by your use of the Platform in breach of the Terms of Service or Acceptable Use Policy, including excessive API usage beyond published rate limits.
- Browser or device compatibility — issues arising from the use of unsupported browsers or devices.
6. Service Credits
6.1 Eligibility
If the Monthly Uptime Percentage falls below the commitment in Section 3.1, Tenants on Professional and Enterprise Subscription Tiers are eligible for service credits as set out below.
6.2 Service Credit Schedule
| Monthly Uptime Percentage | Service Credit (% of monthly fee) |
|---|---|
| 99.0% to below 99.5% | 5% |
| 95.0% to below 99.0% | 10% |
| Below 95.0% | 25% |
6.3 Credit Cap
Service credits in any calendar month shall not exceed 25% of the monthly subscription fee for that month.
6.4 How to Claim
To receive a service credit, you must submit a request to support@senserity.co.uk within 30 days of the end of the calendar month in which the Downtime occurred. Your request should include:
- Your Tenant name and account identifier.
- The dates and approximate times of the Downtime you experienced.
- A brief description of the impact.
We will verify the claim against our monitoring data and, if the claim is valid, apply the credit to your next billing cycle. Service credits are not refundable as cash and cannot be transferred to other Tenants.
6.5 Sole Remedy
Service credits are your sole and exclusive remedy for any failure to meet the availability commitment in this SLA, except where the Terms of Service provide additional remedies.
7. Support
7.1 Support Channels
Support is available by email at support@senserity.co.uk during Business Hours.
7.2 Incident Priority Levels
Support requests are classified by priority based on the nature and impact of the issue:
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | The Platform is unavailable or a core function is completely inoperable, affecting all or most users of a Tenant. No workaround is available. | Platform returns errors for all users; login is impossible; data is inaccessible. |
| P2 — High | A major feature is significantly impaired, affecting multiple users or a critical workflow. A workaround may exist but is not sustainable. | Report generation fails; enrichment processing is stuck; sanctions screening returns errors; watchlist cannot be updated. |
| P3 — Medium | A feature is partially impaired or behaving unexpectedly, affecting a limited number of users or non-critical workflows. A workaround is available. | A specific Insight Test displays incorrectly; export formatting issue; intermittent slowness on a specific page. |
| P4 — Low | A minor issue, cosmetic defect, or general question that does not materially affect the use of the Platform. | UI alignment issue; documentation query; feature request; general usage question. |
7.3 Response Time Targets
Response time is measured from receipt of the support request during Business Hours to the first substantive response (acknowledgement and initial assessment, not automated receipt confirmation).
Professional Tier:
| Priority | Response Target | Update Frequency |
|---|---|---|
| P1 — Critical | 2 Business Hours | Every 2 hours until resolved |
| P2 — High | 4 Business Hours | Every 4 hours until resolved |
| P3 — Medium | 1 Business Day | Daily until resolved |
| P4 — Low | 2 Business Days | As appropriate |
Enterprise Tier:
| Priority | Response Target | Update Frequency |
|---|---|---|
| P1 — Critical | 1 Business Hour | Every hour until resolved |
| P2 — High | 2 Business Hours | Every 2 hours until resolved |
| P3 — Medium | 4 Business Hours | Daily until resolved |
| P4 — Low | 1 Business Day | As appropriate |
7.4 Escalation
Support requests that are not being resolved within a reasonable timeframe may be escalated:
Professional Tier: Escalation is available by emailing escalations@senserity.co.uk with the original support reference number.
Enterprise Tier: Each Enterprise Tenant is assigned a nominated account manager. Escalations may be directed to your account manager in addition to or instead of the general escalation address. Your account manager's contact details are provided during onboarding.
7.5 Resolution Targets
Response targets define when you will receive a substantive first response. Resolution times depend on the complexity of the issue and are not guaranteed. We will keep you informed of progress through the update frequency commitments above and will provide an estimated resolution time where possible.
8. Incident Communication
8.1 When an incident affecting Platform availability is identified, we will:
- Update the status page at status.senserity.co.uk within 15 minutes of identification.
- Send email notification to affected Tenant Owners and Admins for P1 and P2 incidents.
- Provide regular updates via the status page until the incident is resolved.
8.2 Following resolution of a P1 or P2 incident, we will publish a post-incident report on the status page within 5 Business Days. The report will include:
- A summary of the incident and its impact.
- A timeline of events.
- Root cause analysis.
- Corrective actions taken or planned to prevent recurrence.
9. Data Backup and Recovery
9.1 Platform data is backed up daily. Backups are stored on UK infrastructure owned and operated by Blueloop Limited.
9.2 In the event of data loss, we will use reasonable efforts to restore from the most recent backup. The recovery point objective (RPO) is 24 hours — that is, in a worst-case scenario, up to 24 hours of data may be lost.
9.3 The recovery time objective (RTO) for restoring Platform availability following a major failure is 4 hours during Business Hours.
10. Changes to This SLA
We may update this SLA from time to time. Material changes (including changes to the uptime commitment, service credit schedule, or support response targets) will be notified to affected Tenants at least 30 days in advance.
Changes that improve the SLA commitments may be applied immediately.
| Version | Date | Changes |
|---|---|---|
| 1.0 | February 2026 | Initial SLA |
11. Contact
General support: support@senserity.co.uk Escalations: escalations@senserity.co.uk Service credit claims: support@senserity.co.uk Status page: status.senserity.co.uk