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Service Level Agreement

Service Level Agreement

Version 0.1 (provisional) · Last updated: October 23, 2026

This Service Level Agreement ("SLA") sets out the uptime commitment that Helios Cloud Suite LLC ("Helios", "we") makes for the Business and Enterprise plans, and the Service Credits that apply when it is not met. It forms part of the Agreement between Helios and the Customer, together with the Terms of Service.

1. Who this SLA covers

This SLA applies only to Customers with an active, paid Subscription on the Business or Enterprise plan. It does not cover the other plans.

2. Uptime commitment

For each calendar month of the Subscription Term, Helios will make the Service available with a Monthly Uptime Percentage of at least 99.9%. If Helios does not meet this commitment, the Customer receives a Service Credit as described in section 6.

3. Definitions

Capitalised terms not defined here have the meaning given in the Terms of Service.

  • Downtime — a period during which sign-in, mail or files (the core services) are unreachable for at least 5 consecutive minutes. Other parts of the Service (the intranet, office documents, the admin portal and the mobile app) are not covered by this SLA.
  • Monthly Uptime Percentage — the total number of minutes in a calendar month, minus the minutes of Downtime in that month, divided by the total number of minutes in that month, expressed as a percentage. Minutes excluded under section 5 are not counted as Downtime.
  • Scheduled Maintenance — planned work on the Service that Helios announces in advance, as described in section 5.
  • Service Credit — a credit, calculated as set out in section 6, that Helios applies for a month in which the uptime commitment was not met.
  • Monthly Fee — the fees the Customer paid for the affected Service for the month in which the Downtime occurred.

4. How uptime is measured

Helios will measure uptime with an external monitoring probe and with its internal monitoring. Where the two differ, the external probe is authoritative. The Monthly Uptime Percentage is calculated per calendar month.

5. Exclusions

The following do not count as Downtime and are excluded from the Monthly Uptime Percentage:

  • Scheduled Maintenance. Helios will give at least 48 hours' notice of Scheduled Maintenance, and up to 4 hours of Scheduled Maintenance a month is excluded.
  • Events beyond our reasonable control (force majeure), as described under "Events outside a party's control" in the Terms of Service.
  • Customer-caused unavailability — unavailability caused by the Customer or its Authorized Users, including their equipment, software, network connections or configuration; changes to the Customer's own domain or DNS records; use of the Service in breach of the Acceptable Use Policy or the Agreement; and suspension of the Service under the Agreement.
  • Upstream hosting and storage providers. The Service runs on server hardware and storage provided by the infrastructure providers named in our Subprocessors List. Outages caused by these providers are excluded only where they are beyond Helios's reasonable control.

6. Service credits

If the Monthly Uptime Percentage for a month falls below the commitment in section 2, the Customer receives a Service Credit of 10% of the Monthly Fee for the affected Service. The same single credit applies to any month below the commitment, however far below it the month falls.

Service Credits are applied against the Customer's next invoice only. They are never paid out as cash or refunded.

7. How Service Credits are applied

Helios will apply Service Credits to the Customer's next invoice once it has confirmed, from the measurements described in section 4, that the uptime commitment was not met. The Customer does not need to claim them. Billing questions are handled under the Billing, Cancellation & Refund Policy.

8. Maximum credit

The total Service Credits for any one month will not exceed 30% of that month's Monthly Fee.

9. Service Credits as a remedy

Service Credits are the Customer's sole and exclusive remedy for Downtime.

10. Status page and outage updates

Helios will publish service status, including outage updates and notices of Scheduled Maintenance, on a hosted status page at status.helioscloudsuite.com.

11. Support and other documents

How to report a problem with the Service, and the target times for a first response, are in the Support Policy. How Helios protects the Service and Customer Data is described in the Security Overview.

12. Changes to this SLA

Helios may update this SLA. Changes take effect for an existing Subscription at the start of its next renewal term. Each version shows its "Last updated" date at the top of this page.