Capitan Systems Limited
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Version 2.0 — November 2026
This Service Level Agreement describes the standard hosting, maintenance and technical support arrangements provided by Capitan Systems Limited (“Capitan”, “we”, “us”).
It forms part of your agreement with Capitan and should be read alongside the Platform Subscription Terms, your Service Schedule, the Security Statement and, where applicable, the Data Processing Agreement.
Any additional service commitments expressly agreed in your Service Schedule take priority over the corresponding standard arrangements below. Existing customers retain any different commitments under their applicable agreement unless a change is agreed or made through that agreement’s variation process.
Our standard business hours are 9.00am to 5.00pm, Monday to Friday, excluding public holidays in England and Wales. Times refer to UK local time, including daylight saving where applicable.
Technical support requests should be submitted through the Capitan client portal. If the portal is unavailable, or the issue prevents you from accessing it, you may email tech@i-capitan.com.
Messages sent through other channels may not be reviewed as promptly. Please use the designated support channels so that the issue and its progress can be recorded.
Requests may be submitted at any time. Standard support is provided during business hours. Out-of-hours attendance, continuous human monitoring and guaranteed response times are included only where expressly agreed in your Service Schedule.
Standard technical support includes:
Technical support does not automatically include new designs, content changes, data entry, training, new integrations, bespoke development or changes to an agreed business process.
If a request requires work outside your subscription, we will explain the proposed scope and any charges before beginning chargeable work.
Where an issue relates to a service purchased directly from another provider, we may need you to contact that provider or authorise us to work with them.
Please provide enough information for us to understand and investigate the issue, including where relevant:
Do not include passwords, complete payment-card details or unnecessary personal information in a support request. We will arrange an appropriate method if sensitive information or additional access is needed.
We assess requests according to their business impact, urgency, security implications and the availability of a workaround. We may adjust the priority as our understanding develops.
A substantial interruption to a live service, such as an entire website being unavailable, widespread failure of a core transaction process, or a suspected serious security incident.
We give these incidents priority during the applicable support hours and focus first on containment, restoring service or providing a practical workaround.
A material function is impaired, but the wider service remains available or a reasonable workaround exists.
We investigate these issues according to their effect on your operations and other active incidents.
General assistance, minor faults, configuration questions and issues that do not materially interrupt normal operation.
These requests are handled during business hours alongside other scheduled support work.
We aim to respond promptly during business hours and will use reasonable endeavours to investigate and address reported issues in accordance with their priority.
An automated acknowledgement confirms receipt only. A substantive response may include an initial assessment, a request for further information, a workaround or an explanation of the next steps.
We do not provide a fixed response or resolution guarantee unless one is expressly stated in your Service Schedule.
Resolution may depend on reproducing the issue, obtaining information or access, implementing a safe correction, or receiving assistance from a hosting, payment or other service provider.
For a material ongoing incident, we will provide updates as useful information becomes available. We will explain any action needed from you.
Capitan’s hosted services are intended to operate continuously. We use reasonable skill and care to maintain their availability, security and performance.
Continuous operation does not mean that every service is guaranteed to be available at all times, or that human support is available outside the agreed support hours.
No minimum uptime percentage or automatic service-credit arrangement applies under this standard Service Level Agreement. Any such commitment must be expressly agreed in your Service Schedule.
This does not remove our obligation to provide the agreed services with reasonable skill and care, or limit any rights or remedies that cannot lawfully be excluded.
We carry out maintenance and updates to support the security, reliability and continued operation of the platform and hosting environment.
Where practicable, maintenance likely to cause a material interruption will be scheduled outside standard business hours.
We will give reasonable advance notice of planned maintenance expected to materially affect your services, explaining the anticipated impact where known.
You may tell us about a particularly sensitive trading period or operational dependency. We will consider reasonable requests to adjust the timing, but cannot guarantee that every requested maintenance window can be accommodated.
Urgent action may be necessary to address a security vulnerability, service failure, data-integrity issue or other significant risk.
In those circumstances, we may perform maintenance or temporarily restrict affected services without advance notice. We will aim to minimise disruption and inform affected customers as soon as reasonably practicable.
Personal data breaches are handled under the notification and cooperation provisions of the Data Processing Agreement.
The backup frequency, retention and scope applicable to your services are described in your Service Schedule or the Security Statement.
Backups support recovery following an incident. They are not a substitute for continuous replication and do not guarantee recovery of every transaction or change.
Restoration depends on the available recovery points, the integrity of the backup and the nature of the incident. We may need to restore services in stages or use temporary infrastructure.
We do not promise a particular recovery time or maximum amount of recoverable data loss unless expressly agreed in your Service Schedule.
Where restoration could overwrite newer information, we will seek to agree the approach with you where practicable. Urgent containment action may be taken first where necessary to protect services or data.
Requests to recover accidentally deleted content or reverse customer changes may require separately chargeable work where not included in your subscription. Any charges will be explained and agreed before that work begins.
Service operation may depend on internet connectivity, domain name services, hosting infrastructure, payment providers, email providers and other external systems.
Problems with a customer’s device, local network, internet connection, unauthorised modification or independently purchased third-party service may fall outside Capitan’s direct control.
We will provide reasonable assistance in identifying the source of a reported issue. We cannot guarantee the performance or resolution times of a provider outside our control.
Our use of suppliers does not, by itself, remove our responsibility for the obligations we have agreed to perform.
If your business needs particular support hours, response targets, recovery arrangements or availability commitments, these must be discussed and expressly agreed before you rely on them.
Any enhanced arrangement will be described in your Service Schedule, including its scope, charges, dependencies, measurement method and any applicable remedies.
If you believe a support request has not been handled appropriately, reply to the existing ticket or email tech@i-capitan.com, identifying the request and explaining your concern.
We will review the handling of the issue and explain the next steps. Escalation does not prevent you from exercising your rights under the agreement.
We may update this document to reflect changes in our services and operating arrangements.
Material changes affecting an existing agreement will be communicated and introduced through the applicable contractual variation process. Publishing an updated version does not, by itself, replace a customer’s existing agreed service levels.
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