Legal
Service Level Agreement
Last updated: 10 April 2026
This Service Level Agreement ("SLA") applies to organisations on the Business and Enterprise plans. It forms part of our Terms of Service and sets out the commitments we make regarding availability, support, and incident handling.
Free and Team plans benefit from the same infrastructure and reliability, but are not covered by the formal commitments below.
1. Service availability
Trust Alma commits to 99.9% monthly uptime for the Donation Hub. This equates to no more than approximately 43 minutes of unplanned downtime per month.
Uptime is measured across the core services:
- Admin dashboard
- Kiosk
- Online giving page
- API endpoints
The Alma AI assistant is excluded from the uptime calculation as it depends on third-party AI infrastructure (Anthropic).
2. Scheduled maintenance
- We will provide at least 48 hours' notice for planned maintenance
- Maintenance is scheduled outside peak hours, typically between 00:00 and 06:00 UK time
- The kiosk continues to function offline during maintenance periods - declarations sync automatically when connectivity is restored
3. Support response times
Response times are measured during UK business hours (09:00 - 17:30, Monday to Friday, excluding bank holidays). Enterprise plans with dedicated account managers may have extended coverage by arrangement.
| Priority | Description | Business | Enterprise |
|---|---|---|---|
| Critical | Service unavailable, data at risk | 4 hours | 1 hour |
| High | Major feature broken, no workaround | 8 hours | 4 hours |
| Medium | Feature impaired, workaround available | 1 working day | 8 hours |
| Low | Question, feature request, cosmetic issue | 2 working days | 1 working day |
4. Incident communication
- We will notify affected organisations within 30 minutes of a confirmed service disruption
- Status updates will be provided at least every 60 minutes during an active incident
- A post-incident summary will be shared within 5 working days of resolution
5. Service credits
If monthly uptime falls below 99.9%, Business and Enterprise customers are entitled to service credits applied to the next billing cycle.
| Monthly uptime | Credit |
|---|---|
| 99.0% - 99.9% | 10% of the affected month's fee |
| 95.0% - 99.0% | 25% of the affected month's fee |
| Below 95.0% | 50% of the affected month's fee |
Credits must be requested within 30 days of the affected period. The maximum credit in any month is 50% of that month's subscription fee. Credits are not redeemable for cash.
6. Exclusions
The following are excluded from uptime calculations and do not qualify for service credits:
- Scheduled maintenance with proper notice (see section 2)
- Force majeure events - natural disasters, government actions, widespread internet outages
- Issues caused by the customer's equipment, network, or browser
- Third-party service outages beyond our control (Stripe, HMRC, Anthropic AI)
- Periods where the customer's account is suspended due to non-payment
- Features in beta or preview status
7. How to report an issue
- In-app: click the user icon in the Donation Hub header and select "Report an issue"
- Email: hello@trustalma.com
Please include your organisation name and a description of the issue. For critical issues, email is the fastest route.
8. Changes to this SLA
We may update this SLA from time to time. Material changes (such as reducing uptime commitments or increasing response times) will be communicated with at least 30 days' notice. The latest version is always available at trustalma.com/legal/sla.
This SLA is provided by Intrepidus Limited (trading as Trust Alma), company no. 14260749. It applies to organisations on the Business and Enterprise plans and forms part of the Terms of Service. For questions about this SLA, contact hello@trustalma.com.