Standard Service Level Agreement
Revision 1.0 takes effect on 1 September 2026. This Standard SLA is incorporated by reference into Schedule 2 of the TrustFlight Master Services Agreement. It replaces the service level provisions previously set out in Schedule 2 clauses 4 and 5 of the TrustFlight Terms and Conditions Revision 1.2.
TRUSTFLIGHT STANDARD SERVICE LEVEL AGREEMENT
Referred to in Schedule 2 of the TrustFlight Master Services Agreement
Revision 1.0, effective 1 September 2026
This document is the Standard SLA referred to in Schedule 2 of the TrustFlight Master Services Agreement. It is published at https://trustflight.com/sla and is incorporated into that Agreement by reference. Capitalised terms used but not defined here have the meanings given in the Agreement.
This Revision supersedes the service level provisions previously set out in Schedule 2 clauses 4 and 5 of the TrustFlight Terms and Conditions Revision 1.2.
Document control
| Revision | Effective | Summary of change | Owner |
|---|---|---|---|
| 1.0 | 1 September 2026 | First issue as the published Standard SLA. Consolidates and replaces the service level provisions in T&Cs Rev 1.2 Schedule 2 clauses 4 and 5. Moves from resolution times to response and containment times, introduces banded Service Credits, and applies uniformly across all subscribed Platforms. | TrustFlight |
The current Revision of this document, and each superseded Revision, is published at https://trustflight.com/sla with its revision number and the date from which it took effect. The Revision in force at the time of the event in question governs that event.
1. Introduction
1.1 Purpose
This Service Level Agreement (“SLA”) sets out TrustFlight’s service commitments for the subscribed production services defined in the applicable Order Form(s) and service description document(s). It describes support coverage, incident handling, service availability, maintenance, reporting, Service Credits, and related Customer responsibilities.
The service level commitments set out in this SLA apply uniformly across all TrustFlight Platforms subscribed to by the Customer.
1.2 Scope and Applicability
This SLA applies to TrustFlight’s production environments for the subscribed Platforms only. Non-production environments, including sandbox and UAT, are excluded unless expressly stated in an Order Form.
Where Standard Integrations form part of the subscribed service, as specified in the applicable Order Form, the service level commitments in this SLA shall extend to those integrations. Custom Integrations are excluded from the commitments in this SLA; TrustFlight will use commercially reasonable efforts to investigate and escalate issues attributable to Custom Integrations but does not commit to response, containment, or availability targets in respect of them.
This SLA may be updated by TrustFlight in accordance with Schedule 2 clause 4.3 of the Agreement, which requires not less than 30 days’ written notice and gives the Customer a right to terminate the affected Order Form where a material adverse change is made. The Revision in force for an Order Form is the Revision current at the date of that Order Form, as updated in accordance with that clause.
This SLA is effective from the start of the Customer’s agreement with TrustFlight and remains in force for the duration of that agreement.
1.3 Definitions
Account Manager — The Account Manager assigned to the Customer, responsible for any commercial queries, including agreeing costs for additional products and services.
Containment — The implementation of measures that reduce the impact of an issue to a level where the platform remains usable for essential operations, ensuring that the issue does not significantly disrupt the Customer’s business activities.
Custom Integration — An integration between a TrustFlight product and an external system or service that is not developed, operated, or maintained by TrustFlight, including Customer-enabled connectors, Customer-controlled APIs, and third-party services selected or configured by the Customer.
Defect — A failure of the subscribed production service to substantially perform as described in the applicable service description document, resulting in an error, malfunction, or improper outcome. Defects may include failures in functionality, performance, or accuracy that prevent the service from operating as intended.
Nominated Support Administrators — Individuals designated by the Customer, up to a maximum of five unless otherwise specified in the Order Form, who are authorised to log support tickets and request assistance on behalf of the Customer.
Platform — The subscribed production service provided by TrustFlight under the Agreement and applicable Order Form, including the underlying systems and infrastructure selected, operated, and managed by TrustFlight to host and deliver that service, including any cloud hosting providers. The Platform includes associated modules, used by authorised users for day-to-day business activities.
Service Credit — A credit applied to the Customer’s account, being the sole and exclusive remedy for any failure by TrustFlight to meet the uptime commitment.
Standard Integration — An integration between TrustFlight products or between a TrustFlight product and an external system that is developed and maintained by TrustFlight as part of the subscribed service, as specified in the applicable Order Form.
2. Platform Availability
2.1 Platform Uptime Definition
Uptime is calculated as the total number of minutes in a calendar month during which the Platform is available, divided by the total number of minutes in that month, excluding periods of planned maintenance and any downtime caused by factors outside TrustFlight’s reasonable control, including but not limited to issues with third-party services or hosting providers, force majeure events, or Customer-specific network or configuration issues.
2.2 Uptime Commitment
TrustFlight shall maintain the availability of the Platform with a minimum uptime of 99.9% per calendar month. This commitment applies to the Platform as a whole and ensures that authorised users can access and operate the Platform as intended.
2.3 Maintenance Schedules
TrustFlight is committed to maintaining the highest levels of reliability and security across its digital platforms. Routine maintenance and updates are carried out in a manner designed to minimise any impact on Customers. Where service interruptions are unavoidable, TrustFlight will provide notice and schedule maintenance during off-peak hours wherever possible.
2.3.1 Scheduled Maintenance
TrustFlight may perform scheduled maintenance to apply upgrades, security patches, or other updates necessary to maintain system stability and performance.
- Scheduled maintenance windows will be performed during periods of lowest aggregate Customer usage to minimise disruption.
- Customers will be given no less than seven calendar days’ notice of any scheduled maintenance expected to cause service interruption.
- During these windows, certain features, or in rare cases the entire application, may be temporarily unavailable.
- Scheduled maintenance of up to two hours per calendar month, averaged across the year, is excluded from uptime calculations.
2.3.2 Emergency Maintenance
In exceptional circumstances, TrustFlight may need to perform emergency maintenance to protect platform integrity, security, or performance.
- Such maintenance may occur without prior notice if immediate action is required.
- Where feasible, TrustFlight will notify affected Customers as soon as practicable and provide updates throughout the process.
- Emergency maintenance will typically take place as soon as reasonably practical.
- Emergency maintenance of up to two hours per calendar month, averaged across the year, is excluded from uptime calculations.
3. Support Services and Incident Management
TrustFlight provides comprehensive support to ensure the continued performance, reliability, and availability of its applications. The TrustFlight Support team is available to assist with issue resolution, technical queries, and requests related to platform configuration or use.
3.1 Support Overview and Access
TrustFlight’s Support services are designed to deliver timely assistance to Nominated Support Administrators. Support is available 24 hours a day, 7 days a week, 365 days a year through the following channels:
- Support Portal: https://helpdesk.trustflight.com
- Telephone: +44 (0) 2038 555972 (UK) or +1 (844) 784-9836 (US)
- Email: support@trustflight.com
Each Customer may nominate up to five Nominated Support Administrators, unless otherwise indicated on the Order Form, who are authorised to contact TrustFlight Support for technical assistance or to raise incident reports. Incidents are prioritised in line with the response and containment targets set out in this SLA.
3.2 Reporting an Issue
To ensure timely and efficient resolution, all incidents must be reported through one of the approved TrustFlight Support channels by authorised Nominated Support Administrators.
3.2.1 Support Channels
Nominated Support Administrators can contact TrustFlight Support via the Support Portal, by email, or by telephone.
TrustFlight strongly recommends that all issues are logged via the Support Portal. Portal submissions enable structured capture of the information required to assess severity and begin investigation immediately. Issues reported via email or telephone will be acknowledged and a ticket created on the Customer’s behalf, but response and containment times will commence from the point at which TrustFlight has obtained sufficient information to classify the issue, which may require follow-up with the reporting Nominated Support Administrator.
3.2.2 Ticket Management
Each support request must include sufficient detail to allow the issue to be assessed and prioritised appropriately. Submitted tickets should include all information required to reasonably validate the issue, assess business impact, and assign the appropriate severity and service level targets. Where required information is missing or incomplete, TrustFlight may be unable to classify or investigate the issue accurately, and response and containment times may be suspended until sufficient information has been provided. Where applicable, submitted tickets should include:
- A clear description of the observed behaviour and its impact;
- The steps taken prior to the issue occurring;
- Any relevant screenshots, logs, or error messages;
- The environment or product module affected.
Where a support request is submitted without sufficient information for TrustFlight to diagnose the issue or assess its severity, TrustFlight may request additional information from the Customer. In such cases, applicable response and containment time targets shall be paused from the time the request for additional information is issued until the requested information is provided. Any delay in providing such information may impact the applicable response and containment timeframes.
Each reported incident is assigned a unique reference number. TrustFlight Support will acknowledge receipt of the issue within the target response time outlined in this SLA and will keep the Nominated Support Administrators informed of progress until the issue is contained or resolved. Updates, resolutions, and closure confirmations will be communicated directly via the Support Portal or email.
3.3 Logging a Service Request
Service Requests are formal requests for changes to be made by TrustFlight. Service Requests include, but are not limited to, configuration changes, implementation of additional modules, and requests for a quote for training services.
Where a Service Request includes a chargeable element, the Account Manager will contact the Customer to advise of charges before any work is carried out, in accordance with clause 3.12 of the Agreement. Service Requests can be submitted via the support channels listed above.
3.4 Asking a Question
Nominated Support Administrators can contact the TrustFlight Support team to ask questions about platform functionality, expected behaviour or how to make configuration changes, via the support channels listed above.
3.5 Response and Containment Times
TrustFlight classifies and manages incidents according to their impact on platform functionality and user operations. Each severity level is defined by the scope and severity of the issue, with associated response and containment targets designed to limit operational and regulatory impact.
| Severity | Description | First response | Containment |
|---|---|---|---|
| Critical | A Defect or outage causing complete loss of platform functionality, or a severe degradation that is actively preventing the Customer from performing functions for which no alternative means exist and where the failure carries an immediate and material consequence, such as an inability to continue operations. A workaround is not available. | 30 minutes | 2 hours |
| High | A Defect or significant degradation that prevents effective use of key features relied upon for daily operations. No practical workaround exists for the affected feature, and the issue is causing measurable disruption to the Customer’s operations, but the Customer can continue core operations through alternative means. | 4 hours | 3 days |
| Medium | A Defect that affects a limited feature or a subset of users, or the Customer’s ability to comply with applicable aviation regulations, where the overall platform remains functional and a workaround is available. The issue may cause inconvenience or reduced efficiency but does not materially affect the Customer’s ability to continue operations. | 8 hours | 30 days |
| Low | A minor issue, visual defect, or feature anomaly with little or no measurable operational impact. Workarounds exist or are unnecessary. Includes cosmetic defects and low-urgency issues. | 24 hours | No commitment |
4. Service Credits
4.1 Eligibility
TrustFlight is committed to delivering a high level of service and meeting the defined service level targets. In the event that TrustFlight fails to meet the specified targets, Customers may be eligible for Service Credits as a form of compensation. Eligibility is determined based on the following criteria:
- The issue must be directly attributable to a failure within the TrustFlight platform, excluding factors beyond TrustFlight’s control (for example Custom Integrations, force majeure events, or Customer-specific issues).
- The issue must have been logged and tracked through the official support channels (support portal, email, or phone) and escalated if necessary.
4.2 When Service Credits Are Due
If monthly availability falls below the uptime commitment, this constitutes a service delivery failure. In such cases, TrustFlight will apply a Service Credit to the Customer’s account upon request, following the processes set out in this section.
4.2.1 Service Credit Exclusions
Service Credits are not available in the following circumstances:
- The missed targets relate to missed response or containment times.
- Platform uptime target missed due to a force majeure event, or failure in either the Customer’s systems or a third-party system.
- Any denial of service attack, network floods and hacking.
- Failure by the Customer to take any remedial action as recommended by TrustFlight.
- The Customer is in breach of any of the terms set out in any formal agreement.
- Unavailability of telecommunications, faults or omission of ISPs and/or any lack of connectivity caused by a third party.
4.3 Service Credit Calculation
Service Credits are calculated as a percentage of the platform fee for the month in which the platform uptime commitment was not achieved, based on the following schedule:
| Monthly uptime achieved | Service Credit |
| 99.0% or above but below 99.9% | 5% of the platform fee |
| 98.0% or above but below 99.0% | 10% of the platform fee |
| 96.0% or above but below 98.0% | 15% of the platform fee |
| Below 96.0% | 20% of the platform fee |
Service Credits are the Customer’s sole and exclusive remedy for any failure to meet the uptime commitment, and count towards the liability cap in clause 10.4 of the Agreement.
4.4 Service Credit Request Process
To request Service Credits, Customers must submit a formal request within 30 calendar days of the last day of the month in which the breach occurred. The request must include:
- Customer details: the Customer’s name, contact name, email, and telephone information.
- Ticket information: the relevant support ticket number, along with the date and time of the issue.
- Description of the uptime breach: a brief description, together with any supporting evidence or documentation.
Requests should be submitted by email to the Customer’s Account Manager with the subject line “Request for Service Credit”.
5. Exclusions
The commitments in this SLA, including Platform Availability, response and containment times, and Service Credit provisions, do not apply in the following circumstances:
- Non-production environments: any environment other than the live production instance, including staging, testing, sandbox and system integration sites.
- Non-production defects: defects that only affect non-production environments.
- Feature enhancements: requests for new functionality, design changes, or usability improvements that do not relate to a Defect as defined in this SLA.
- Customer or third-party causes: service interruptions resulting from the Customer’s own systems or network connectivity, Custom Integrations, or the actions or omissions of third-party providers outside TrustFlight’s reasonable control.
- Force majeure and external factors: events beyond TrustFlight’s reasonable control, including natural disasters, utility failures, telecommunications outages, or internet-wide disruptions.
6. General
6.1 Changes to this SLA
TrustFlight may modify this SLA to reflect changes in its services, operations, or legal requirements. Any material change will be communicated to Customers at least 30 days in advance of its effective date, in accordance with Schedule 2 clause 4.3 of the Agreement. Notice will be given by email and/or through the TrustFlight Support Portal, and will include a summary of the changes and the date they take effect.
Where a material change adversely affects the Customer, the Customer may terminate the affected Order Form before the change takes effect, in accordance with Schedule 2 clause 4.3 of the Agreement.
6.2 Relationship to the Agreement
This SLA forms part of the Agreement. In the event of conflict between this SLA and Schedule 2 of the Agreement, this SLA prevails in respect of maintenance, support and service levels, as provided in clause 1.3 of the Agreement. Nothing in this SLA varies the limitations and exclusions of liability in clause 10 of the Agreement.
Previous revisions: Revision 1.0 is the first issue of this document. Superseded revisions will be published here with the revision number and the date from which each took effect, in accordance with Schedule 2 clause 4.4 of the Agreement.
TrustFlight Master Services Agreement · Schedule of Amendments
Revision 1.0, effective 1 September 2026.