What we commit to, and what we are still finalising.
Solves is at pilot stage, so we are precise about the difference between what we intend and what we have formally published. This page sets out our intended support-response targets on UK business hours and the 2026 bank holidays. A formal, published uptime SLA, with an availability target and service credits, is in preparation and will be finalised before our public paid launch.
No guaranteed-delivery promise, and no specific uptime figure presented as a live commitment.
A formal uptime SLA is in preparation
We have not yet published an uptime SLA, and we will not quote an availability percentage as a live commitment until we have. A formal SLA, with a stated target, measurement window and service credits, is being prepared and will be finalised before our public paid launch. Everything on this page describes what we intend at pilot stage, not a contractual guarantee.
The short answer
Intended targets now, a published SLA before public paid launch
A service-level agreement is a written promise about how a service will perform: how often it is available, how quickly support responds, and what happens if a target is missed. At pilot stage we are being straight with you about which parts of that we have committed to and which we are still finalising.
What we can describe today is intended. We have support-response targets we aim to work to, measured on UK business hours and the 2026 bank holidays, and an approach to availability that is built into how the product is run. What we have deliberately not done is print an uptime percentage or a guaranteed-delivery promise, because publishing a number before the formal SLA is finalised would be a figure we could not yet stand behind. When the SLA is published, before public paid launch, the availability target, the way it is measured and any service credits will all be written down in plain English.
If you are weighing up Solves for procurement and need a formal commitment before you can proceed, get in touch. We would rather have an honest conversation about timing than hand you a number we are not ready to back.
Intended support-response targets
What we aim to respond within
Measured on UK business hours, Monday to Friday, excluding the 2026 England and Wales bank holidays. Intended targets at pilot stage, not a guaranteed-delivery promise.
Urgent: within 4 hours
For an issue that stops you working, such as the desk being unreachable, we aim to acknowledge within four UK business hours and start work straight away.
Normal: within 1 business day
For a standard support request, a question or a problem with no full outage, we aim to give a substantive first response within one UK business day.
Low: within 2 business days
For lower-priority questions, feature requests and general guidance, we aim to respond within two UK business days.
How the clock works
UK business hours and 2026 bank holidays, applied consistently
Our own support-response targets run on the UK business-hours and 2026 England and Wales bank-holiday calendar. The SLA timers inside the product are separate, and we are precise about the difference so the numbers stay honest.
UK business hours means 9am to 5pm UK time, Monday to Friday. Our response clocks are intended to pause outside those hours and on the 2026 England and Wales bank holidays, so a target does not quietly run down over a weekend or a bank-holiday Monday when nobody was due to be working. The SLA timers you set on tickets inside Solves work differently: they are first-response and resolution timers, with per-brand or organisation targets in minutes and a breaching view that surfaces overdue tickets, calculated on a plain wall-clock basis. They do not compute on UK business hours or 2026 bank holidays.
These are response targets, not delivery guarantees. We are telling you what we aim for and how the clock is measured, not promising that every message will be answered within a fixed window regardless of circumstance. That distinction matters, and at pilot stage we would rather be clear about it than imply a guarantee we have not formally published.
The 2026 England and Wales bank holidays we observe
| New Year's Day | Thursday 1 January 2026 |
|---|---|
| Good Friday | Friday 3 April 2026 |
| Easter Monday | Monday 6 April 2026 |
| Early May bank holiday | Monday 4 May 2026 |
| Spring bank holiday | Monday 25 May 2026 |
| Summer bank holiday | Monday 31 August 2026 |
| Christmas Day | Friday 25 December 2026 |
| Boxing Day (substitute) | Monday 28 December 2026 |
Availability
How we think about uptime, without a number we cannot yet back
Availability is the part of an SLA people care about most, and it is exactly the part we are most careful with at pilot stage. We are not quoting an uptime percentage here as a live commitment.
That is a deliberate choice. An uptime figure in an SLA is a contractual promise with a defined measurement window and consequences if it is missed. Publishing one before the formal SLA is finalised would mean asking you to rely on a number we have not yet written down properly, and that breaks our own house rule of shipping a claim only once we can stand behind it. So instead of a figure, here is what is true today: Solves is being run with availability in mind, incidents are communicated on the status page, and the formal availability target, its measurement method and any service credits will be published in the SLA before public paid launch.
When that happens, this page is where the committed target will appear, and the status page is where you will see how we are tracking against it over time. Until then, please treat availability here as an intended approach, not a guarantee.
What happens next
From intended targets to a published SLA
Pilot stage, today
We work to the intended support-response targets above, on UK business hours and the 2026 bank holidays, and communicate any incidents on the status page.
SLA finalised
Before public paid launch we publish the formal SLA: the availability target, how it is measured, the support-response commitments and any service credits, written in plain English.
Committed and tracked
The published commitment appears on this page, and the status page shows how we are tracking against it. Pilot customers are told directly before it takes effect.
Please do not read this as a guarantee yet
Everything here describes what we intend at pilot stage. There is no guaranteed-delivery promise and no live uptime commitment until the formal SLA is published. If your procurement needs a signed commitment now, contact us and we will talk you through the timing honestly.
FAQ
Service-level questions
Do you have a published uptime SLA today?
Not yet, and we will not pretend otherwise. A formal, published uptime SLA, with a stated availability target, measurement window and service credits, is in preparation and will be finalised before our public paid launch. While Solves is at pilot stage we are honest about this: you should not rely on a specific uptime figure from us as a live, contractual commitment, because we have not published one we can stand behind. What we can describe today is our intended approach and our intended support-response targets.
What are your support-response targets?
These are the response targets we intend to work to, measured on UK business hours, Monday to Friday, excluding the 2026 England and Wales bank holidays. We aim to acknowledge urgent issues, such as the desk being unreachable, within four UK business hours, normal support requests within one UK business day, and lower-priority questions within two UK business days. These are intended targets while we are at pilot stage, not a guaranteed-delivery promise. The formal, contractual version will land with the published SLA before public paid launch.
What counts as UK business hours and which bank holidays apply?
UK business hours means 9am to 5pm UK time, Monday to Friday. Our own support-response targets are intended to pause outside those hours and on the 2026 England and Wales bank holidays, so a clock does not run against us over a weekend or a bank holiday. The SLA timers inside Solves are separate: they are first-response and resolution timers, with per-brand or organisation targets in minutes, and a breaching view that surfaces overdue tickets. They run on a plain wall-clock calculation, so they do not compute on UK business hours or 2026 bank holidays.
Will there be service credits?
The published SLA will set out how availability is measured and what happens if a target is missed, including any service credits. We are not quoting credit amounts or an uptime percentage now, because doing so before the SLA is finalised would be a number we could not yet stand behind. When the SLA is published before public paid launch, the credit mechanism and the measurement method will be written down in full, in plain English.
How will I know when the formal SLA is live?
The status page is where availability and any incidents are communicated, and the SLA page here is where the formal commitment will appear once published. If you are an early-adopter pilot customer, we will tell you directly before the SLA takes effect, so there is no ambiguity about what is intended today versus what is contractually committed once it is live.
Need a commitment in writing? Let us talk
If you need the formal SLA before you can proceed, or you just want to understand the timing, get in touch. We will be straight with you about what is intended today and what is coming.