Redsun Innovations Limited ("Redsun") uses commercially reasonable efforts to maintain the availability and performance of the Redsun Recruitment Platform (the "Platform") in accordance with the following principles. This document forms Schedule 3 to the Platform Licence Agreement and sets out target service levels. Service levels are targets only and, unless otherwise agreed in writing, do not give rise to service credits, refunds or termination rights.

1. Service Availability

Redsun uses commercially reasonable efforts to ensure that the Platform is available to the Customer at least 95% of the time, measured on a monthly basis, excluding scheduled maintenance and events outside Redsun's reasonable control.

2. Scheduled Maintenance

Redsun may perform scheduled maintenance in order to:

maintain system performance;
install updates;
apply security patches.

Where practicable, Redsun shall provide advance notice of scheduled maintenance.

3. Unscheduled Maintenance

Redsun may perform emergency maintenance where necessary to:

address security vulnerabilities;
resolve system failures;
protect the integrity of the Platform.

4. Incident Response

Redsun uses reasonable efforts to respond to system incidents reported by the Customer within the following timeframes:

Severity	Example	Target Response
Critical	System unavailable	4 hours
High	Major functionality impaired	8 hours
Medium	Partial functionality issue	1 business day
Low	Minor issue or query	2 business days

These response targets represent operational objectives and do not constitute a contractual guarantee. Redsun shall not be responsible for issues arising from:

misuse of the Platform by the Customer or end users;
third-party systems or integrations not controlled by Redsun;
modifications made by or on behalf of the Customer.

Response times shall not apply where incidents arise from third-party systems, including CRM platforms, APIs or external services outside Redsun's control.

5. Service Improvements

Redsun may periodically update the Platform to improve functionality, security or performance. Such updates form part of the Platform.

6. Support Scope

Redsun shall provide technical support to the Customer in relation to the Platform, including:

investigation of defects and errors in the Platform;
resolution of system faults and performance issues;
support in relation to standard integrations;
general technical assistance relating to use of the Platform.

Support is limited to the Platform and does not include:

support for third-party systems, including CRM platforms;
bespoke configuration or development;
issues arising from Customer systems, infrastructure or misuse.

Support is provided subject to fair and reasonable use.

7. Support Hours

Redsun provides support during the following hours: Monday to Friday, 9:00am to 5:00pm (UK time), excluding public holidays.

Support requests received outside of these hours shall be deemed received at the start of the next business day. Redsun may, at its discretion, respond to critical incidents outside normal support hours.

8. Related Documents

9. Contact

To report an incident or raise a support request: ayrton@redsunplatform.com

Service Levels