GetsMotives Ltd · Last updated 17 May 2026
Service Level Agreement (SLA)
Last updated: 17 May 2026
This Service Level Agreement describes availability and support commitments for GetsMotives and KorePOS platform services operated by GetsMotives Ltd. It supplements Terms & Conditions and applies to paying Subscription customers unless a custom enterprise agreement states otherwise.
Exclusions: Payment provider uptime, card scheme outages, internet connectivity, third-party APIs, and beta features are excluded.
1. Definitions
| Term | Meaning |
|---|---|
| Uptime | Percentage of time core Platform APIs and dashboard are available in a calendar month, excluding exclusions. |
| Downtime | Period when core Services are materially unavailable, excluding scheduled maintenance. |
| Support ticket | Request logged via in-app support or support@korepos.co.uk. |
2. Availability target
| Tier | Monthly uptime target |
|---|---|
| Standard (Lite / Pro) | 99.5% |
| Enterprise (if contracted) | 99.9% |
Calculation:
Uptime % = ((Total minutes − Downtime minutes) / Total minutes) × 100
Scheduled maintenance windows (not exceeding 4 hours per month, preferably off-peak UK time) are excluded if announced at least 48 hours in advance.
3. Exclusions
Downtime does not include failures caused by:
- Factors outside our reasonable control (force majeure, upstream cloud region failures beyond our redundancy)
- Your equipment, network, or misconfiguration
- Suspension under Terms or Acceptable Use
- Payment processor or bank outages
- Abuse, overload, or unauthorised use
4. Support response targets
| Priority | Description | Initial response target |
|---|---|---|
| P1 — Critical | Platform down or payments disabled for all locations | 4 business hours |
| P2 — High | Major feature impaired, no reasonable workaround | 1 business day |
| P3 — Normal | Non-critical defect or question | 2 business days |
| P4 — Low | Cosmetic, feature requests | 5 business days |
Business hours: Monday–Friday, 09:00–18:00 UK time, excluding UK public holidays.
Enterprise customers may receive enhanced targets by contract.
5. Service credits
If monthly Uptime falls below the target for your tier:
| Uptime achieved | Service credit (% of monthly platform fee) |
|---|---|
| 99.0% – 99.49% | 10% |
| 95.0% – 98.99% | 25% |
| Below 95.0% | 50% |
Credit process:
- Submit a claim to support@korepos.co.uk within 15 days after the month end with dates/times of impact.
- We validate against monitoring records.
- Approved credits apply to the next invoice only; maximum credit per month is 50% of that month’s platform fee.
- Credits are your sole remedy for availability failure unless mandatory law provides otherwise.
Credits do not apply to free trials or usage-based payment processing fees.
6. Status communications
Material incidents may be posted on a status page or emailed to account administrators where configured.
7. Continuous improvement
We invest in redundancy, monitoring, and incident post-mortems. Targets may be updated with 30 days’ notice.
8. Contact
support@korepos.co.uk · support@korepos.co.uk
Related: Pricing & Billing · Terms & Conditions
GetsMotives Ltd · Flat 42 Regents Court, Stonegrove, Edgware, HA8 8AD, United Kingdom · Company no. 16846219 · VAT Not VAT registered in the United Kingdom
Legal: support@korepos.co.uk · Privacy: support@korepos.co.uk