Service level agreement
Last updated 31 July 2026
What we commit to on availability and support, and what you get if we miss it. This forms part of the terms of service.
1. Availability
We target 99.9% monthly availability of the booking surfaces and the operations console, measured as the percentage of the calendar month in which the service responds successfully to requests, excluding the exceptions in section 3.
99.9% of a 30-day month allows roughly 43 minutes of unplanned downtime. We measure it ourselves and we will show you the figures for your account on request.
2. Support response times
| Severity | Meaning | First response | Target fix or workaround |
|---|---|---|---|
| Critical | Customers cannot book, or payments are failing across the board | 2 hours during support hours | 8 support hours |
| High | A core function is broken but there is a workaround | 1 working day | 3 working days |
| Normal | Something is wrong but the business keeps trading | 2 working days | Next release |
| Question | How do I, or please change a setting | 2 working days | Not applicable |
Support hours are 09:00 to 18:00 Irish time, Monday to Friday, excluding Irish public holidays. Forge customers get phone support and same working day first response on High severity. We are telling you plainly that we do not staff a 24-hour desk, because most sauna trading happens at weekends and it is better you know that now than find out on a Saturday.
3. What does not count as downtime
- Planned maintenance notified at least 48 hours in advance. We schedule it outside typical sauna trading hours where we can.
- Emergency security patching, notified as soon as we reasonably can.
- Failure of your own internet connection, device or browser.
- Failure of a third party you control, including your payment provider or your website host.
- Use of the service outside the terms of service.
- Events outside our reasonable control.
4. Service credits
| Monthly availability | Credit |
|---|---|
| Below 99.9% but at or above 99.0% | 10% of that month’s subscription |
| Below 99.0% but at or above 95.0% | 25% of that month’s subscription |
| Below 95.0% | 50% of that month’s subscription |
Claim within thirty days of the end of the affected month by emailing hello@firespark.ie. Credits are applied against future invoices and are the sole remedy for missed availability. For year one, the monthly subscription figure is taken as one twelfth of the year one licence.
If availability falls below 99.0% in three consecutive months you may end the agreement immediately and we refund the unused part of your subscription.
5. Backups and recovery
- Automated backups with point in time recovery.
- Recovery point objective: under one hour of data loss in a disaster.
- Recovery time objective: one hour to restore service.
- Restores are tested rather than assumed.
6. Incident communication
For a Critical incident we email affected customers within thirty minutes of confirming it, update at least hourly until it is resolved, and send a written summary with the cause and the fix within five working days.
7. Changes
We may update this agreement with thirty days’ notice. We will not reduce the availability target or lengthen response times during a term you have already paid for.