Legal
Service Level Agreement
This SLA applies to paid subscriptions to the Accel Books Service and is part of the Terms of Service.
Last updated: 16 May 2026 · Governing law: Republic of Ireland
1. Uptime commitment
- Business / Pro plans: 99.9% monthly uptime.
- Enterprise plans: 99.95% monthly uptime, with custom uplifts available by order form.
2. Definitions
- "Monthly Uptime" = (Total Minutes − Downtime Minutes) ÷ Total Minutes × 100, measured per calendar month.
- "Downtime" means the Service is unavailable to perform core functions, as measured by our monitoring, excluding the Exclusions below.
3. Exclusions
- Scheduled maintenance, announced at least 48 hours in advance.
- Emergency maintenance for security or stability.
- Force majeure events outside our reasonable control.
- Customer-side issues (network, browser, integrations, misuse).
- Third-party services not operated by Accel Books (banks, payment networks, AI providers).
- Beta / preview features.
4. Service credits
| Monthly Uptime | Credit (% of monthly fee for affected service) |
|---|---|
| < 99.9% – ≥ 99.0% | 10% |
| < 99.0% – ≥ 95.0% | 25% |
| < 95.0% | 50% |
5. Claim process
- Submit a claim to billing@accelbooks.io within 30 days of the end of the affected month, including dates, times and affected operations.
- Approved credits are applied to your next invoice. Credits are not refunds and cannot be exchanged for cash.
- Credits in any month cannot exceed 50% of the affected month's fees.
6. Sole remedy
Service credits are your sole and exclusive remedy for any failure to meet the uptime commitments in this SLA.
7. Support response times
- Critical (Service down for all users): response within 1 business hour.
- High (major feature unavailable): response within 4 business hours.
- Normal: response within 1 business day.
- Low: response within 3 business days.
8. Status page
Real-time service status is available at status.accelbooks.io.