Service level agreement

This Service Level Agreement (“SLA”) is subject to and made a part of the attached Service Agreement (the “Agreement”).

1 Availability

Good Growth Limited shall make the Services available 98% of the time, except as provided below. Availability will be calculated per calendar quarter, as follows:


  • total means the total number of minutes in the calendar quarter;
  • nonexcluded means downtime that is not excluded; and
  • excluded means:
    • Any planned downtime of which Good Growth Limited gives 8 or more hours’ notice in accordance with the Agreement or via a conspicuous on-screen message in the Services. Good Growth Limited will use commercially reasonable efforts to schedule all planned downtime during the hours from 22:00GMT Friday to 17:00GMT Sunday.
    • Any period of unavailability lasting less than 15 minutes.
    • Any unavailability caused by any Force Majeure event, as defined in the Agreement.
    • Any unavailability caused by an Internet Service Provider or Third Party Social Platform.

For any partial calendar quarter during which the Client subscribes to the Services, availability will be calculated based on the entire calendar quarter, not just the portion for which the Client subscribed.

To the extent that aspects of the Services are reliant on Third Party Social Platforms, Good Growth Limited shall not be responsible for downtime of those platforms.

2 Remedies
Should Good Growth Limited fail to make the Services available as set forth in 1 above in a calendar quarter, the Client may continue to use the Services but receive a refund for one full day of Fees for each active Campaign affected in that quarter for each full or partial hour of Campaign unavailability below the percentage specified in 1. In no case shall the total refund for any quarter exceed the lesser of £50,000 or 33% of the Fees paid by the Client for such quarter. Should Good Growth Limited fail to make the Services available as set forth in 1 above in two consecutive calendar quarters, the Client may, in lieu of receiving the above-described refund for the second quarter, terminate the Agreement by providing notice of termination in accordance with 4 below, in which case Good Growth Limited will refund to the Client any prepaid fees for the remainder of the Term(s) following the date of termination. The remedies described in this paragraph shall be the sole remedies available to the Client for breach of this SLA.

3 Reporting, Claims and Notices

To claim a remedy under this SLA, the Client shall send Good Growth Limited a notice, via email addressed to containing the following details:

  • Billing information, including company name, billing address, billing contact and billing contact telephone number.
  • Downtime information with dates and time periods for each instance of downtime during the relevant period
  • An explanation of the claim, including any relevant calculations. Claims may be made on a calendar-quarter basis only and must be submitted within 10 business days after the end of the applicable quarter, except where a campaign ends on a date other than the last day of a calendar quarter, in which case any claim related to that campaign must be submitted within 10 business days after the campaign end date.

All claims will be verified against Good Growth Technology’s system records. Should Good Growth Limited dispute any period of unavailability alleged by the Client, Good Growth Limited will provide to the Client a record of Service availability for the applicable period. Good Growth Limited will provide such records only in response to claims made by the Client in good faith.

4 General

Services designated in writing as beta, limited release, developer preview, development or test bed environments, or by descriptions of similar import are excluded from this SLA. Good Growth Limited shall have no obligations under this SLA during any period in which the Client is in material breach of this Agreement, including any period in which the Client has failed to meet its payment obligations thereunder.