Service levels

1. No service level agreement

No service level agreement (SLA) is offered. There is no guaranteed response time, no guaranteed resolution time and no uptime figure. Clause 7 of the SaaS Subscription Agreement sets out how availability and support are handled.

2. Support hours

Support is by email during UK working hours: Monday to Friday, 9am to 5pm, excluding UK bank holidays. It is given on a best-effort basis.

3. How to reach support

Email info@metlsys.com.

4. Where the Service is hosted

• Database, authentication and file storage: Supabase, Inc., London, UK (eu-west-2).
• Backend application hosting: Railway Corp., EU/US.
• Website hosting and content delivery: Vercel Inc., Global edge network.

The database is managed Postgres 16, hosted in London, United Kingdom (eu-west-2). Database backups, encryption and isolation are described on the Security page, and the full list of sub-processors is in the Data Processing Agreement.

What changed in this version

• First version of this page.