This Service Level Agreement describes default service targets for production Ludo services unless a signed services agreement states different terms.
1. Covered services
Covered services may include the Ludo web platform, organiser dashboards, visitor applications, event APIs, wallet services, settlement exports, and operational support tools. Event-specific hardware, venue networks, payment partner outages, and third-party systems are covered only where a signed agreement says so.
2. Availability target
Our default monthly availability target for hosted production services is 99.5%, measured at the service boundary we control. This target excludes planned maintenance, third-party outages, customer-caused issues, force majeure events, beta features, and agreed event preparation windows.
3. Incident priorities
- P1 Critical: production service unavailable or event trading materially blocked.
- P2 High: major feature degraded with a viable workaround.
- P3 Normal: standard support request, defect, or configuration issue.
- P4 Low: question, enhancement request, or low-impact issue.
4. Response targets
Unless a signed agreement states otherwise, we aim to respond to P1 issues as soon as practicable during active event operations, P2 issues within 1 Business Day, and P3 or P4 issues within 2 Business Days.
5. Maintenance
We may perform planned maintenance to keep Ludo secure and reliable. Where maintenance may materially affect a live customer service, we will give notice where practicable.
6. Service credits
Service credits, financial remedies, or special event support commitments apply only where they are set out in a signed services agreement.
7. Contact
Support requests may be sent to gday@ludo.computer.