Legal
Service Level Agreement
This Service Level Agreement forms part of the ProprTMS Master Services Terms between Propr Group Limited and the Customer. Capitalised terms have the meanings given in those terms. It applies to the ProprTMS platform and the Modules selected in the Order Form.
Version 1.0 · Effective 25 September 2026
1. Availability
1.1 Propr will use reasonable endeavours to make the Service available 99.9% of the time, measured monthly, excluding Excluded Downtime.
1.2 Availability is measured by Propr's monitoring systems as the percentage of minutes in the calendar month during which the Service responds to requests, less Excluded Downtime. Propr's monitoring records are the source of measurement in the absence of manifest error.
1.3 Excluded Downtime means unavailability caused by:
(a) planned maintenance under section 2.1;
(b) emergency maintenance required to address a security risk or to prevent imminent harm to the Service or its data;
(c) failure of third-party services, networks or data providers outside Propr's reasonable control, including hosting, mapping, traffic data, geocoding, email and SMS providers;
(d) the Customer's systems, connectivity, equipment, devices or configuration, or the Customer's own integrations;
(e) use of the Service in breach of the Master Services Terms, or suspension under clause 18 of those terms;
(f) features identified by Propr as beta, trial or preview; and
(g) force majeure events under clause 23 of the Master Services Terms.
2. Maintenance
2.1 Planned maintenance takes place outside 6.00am to 8.00pm on business days wherever practicable. Propr will give at least five business days' notice of planned maintenance that is expected to interrupt the Service.
2.2 Propr may carry out emergency maintenance at any time, giving as much notice as is practicable in the circumstances.
2.3 Propr may deploy updates that do not interrupt the Service without notice.
3. Support
3.1 Support is available from 9.00am to 6.00pm on business days, by email and through the support portal.
3.2 In this SLA:
Business day means a day other than a Saturday, Sunday or public holiday in England.
Working hour means an hour between 9.00am and 6.00pm on a business day. Nine working hours are one working day.
3.3 The Customer will nominate up to three named contacts authorised to raise support tickets, and will keep those details current.
3.4 Support covers the operation of the Service. It does not include training beyond the Documentation, configuration changes the Customer can make itself, support for the Customer's own systems or integrations, or investigation of issues caused by them, which Propr may provide as Professional Services.
4. Severity levels and targets
4.1 Propr assigns a severity level to each ticket, acting reasonably and after discussion with the Customer.
4.2 Time runs from the point at which a ticket is raised through the support portal or the support email address by a nominated contact, with enough information for Propr to investigate.
4.3 Time is paused while Propr is waiting for information, access, test data or a decision from the Customer.
4.4 A workaround that restores the Customer's ability to plan, dispatch and execute its operations closes the response stage, and the permanent fix target then applies.
4.5 The times in section 4 are targets. They are not guarantees, and a failure to meet them is not a breach of the Master Services Terms.
| Severity | Description | Response | Workaround | Permanent fix |
|---|---|---|---|---|
| P1 Critical | The Service is unavailable, or route optimisation is unavailable, for all Authorised Users | 1 working hour | 4 working hours | 48 working hours |
| P2 High | A major function is failing and there is no workaround | 2 working hours | 1 working day | 5 working days |
| P3 Medium | A function is impaired and a workaround is available | 4 working hours | Not applicable | 10 working days |
| P4 Low | Cosmetic issue, question or enhancement request | 8 working hours | Not applicable | Considered for a future release |
5. Backups and recovery
5.1 Propr takes daily backups of Customer Data and retains them for 30 days.
5.2 Propr's target recovery point objective is 24 hours, and its target recovery time objective is 24 hours from the declaration of a disaster.
5.3 Restoration from backup is Propr's only obligation in respect of lost or corrupted Customer Data.
5.4 Where the Customer requests restoration of data it has deleted or overwritten itself, Propr will use reasonable efforts to assist and may charge for that assistance on a time and materials basis.
6. Security
6.1 Propr maintains appropriate technical and organisational measures for the Service, including encryption in transit and at rest, role-based access control, logging and monitoring, segregation of environments, and vulnerability management.
6.2 Propr will notify the Customer of a personal data breach in accordance with the Data Processing Agreement.
7. Reporting
7.1 Propr will provide availability figures for the preceding period on the Customer's reasonable written request, and no more than once per quarter.
7.2 Propr will publish notice of significant unplanned outages, and will provide a summary of cause and remediation for any P1 incident on request.
8. Remedies and changes
8.1 No service credits are payable under this SLA.
8.2 If Propr fails to meet the availability target in section 1.1 in three consecutive months, or in three months in any rolling six-month period, the Customer may terminate the affected Order Form under clause 19.3 of the Master Services Terms.
8.3 Propr may change this SLA on 90 days' written notice, provided the change does not materially reduce the availability target or the support hours during the then-current Term.