Service Level Agreement

Last updated · 24 May 2026

This Service Level Agreement ("SLA") sets out the availability commitments, incident-response targets, and service- credit mechanism that Pointnode Ltd ("Pointnode", "we") provides to the Customer ("Customer", "you") in respect of the Pointnode platform supplied under our Terms of Service.

The SLA forms part of the contract. Where the Customer's order form sets out a different SLA (typically for enterprise plans), the order-form SLA takes precedence over this page for that Customer.

1. Definitions

Capitalised terms not defined here have the meanings given in the Terms of Service. In particular:

• Available — the Cloud Service responds to an external monitor as defined in Section 4.
• Cloud Service — the Pointnode customer-facing web dashboard at app.pointnode.io, including the sign-in flow, asset list, per-asset Monitoring and Guard surfaces, Settings, Inbox, and the underlying API endpoints that serve them.
• Critical Component — a component listed as Critical in the table in Section 3.
• Excluded Minutes — minutes excluded from both the Available and Unavailable totals for the monthly calculation, per Section 5.
• Incident — an operational occurrence that degrades Availability of one or more components, validated by Pointnode as a degradation of the Cloud Service.
• Monthly Uptime Commitment — Pointnode's commitment under Section 2 (99.5% per calendar month).
• Monthly Uptime Percentage — the percentage calculated using the formula in Section 4.
• Platform Fees — the recurring per-asset tariff fees invoiced to the Customer for the affected calendar month. Excludes connectivity (SIM) fees, Remote Access add-on fees, one-off fees, set-up fees, and pass-through charges.
• Scheduled Maintenance — maintenance announced in advance per Section 5.
• Service Credit — the credit calculated under Section 6 against an affected month's Platform Fees.
• Unavailable — a minute during which the Cloud Service fails to meet the Available test in Section 4.
• Written Notice — an email to legal@pointnode.io or any dedicated portal Pointnode designates for SLA correspondence.

2. Service availability commitment

Pointnode commits to making each Critical Component Available for at least 99.5% of each calendar month, subject to the exclusions in Section 5.

99.5% monthly availability equates to no more than approximately 3 hours 39 minutes of cumulative downtime in a 30-day month.

3. Components in scope and their criticality

Best-effort components. Telemetry ingest from on-asset controllers, transactional email delivery, and outbound webhook delivery all depend on third parties (the message broker, the email provider, and customer-controlled webhook destinations respectively) whose availability Pointnode does not directly control. Pointnode engineers each of these for resilience (the ingest absorbs upstream outages via a persistent disk-spool retry buffer; outbound webhooks are retried on failure; email failures are surfaced to organisation administrators in Inbox), but does not commit to a credit-bearing uptime on them. Sustained provider outages are communicated via status.pointnode.io. The full sub-processor list naming each provider is at /legal/sub-processors.

Non-critical components. Subject to the response and recovery commitments in Section 7 but not the Monthly Uptime Commitment.

Not in scope. Beta or early-access features identified in the dashboard as such; free-tier or evaluation accounts; on-premise or self-hosted components; the on-asset PLC and its firmware; the Customer's on-site network; the craneIQ iOS app (separately maintained, no SLA).

4. How Availability is measured

For each minute of a calendar month, a Critical Component is considered Available if a request to its public endpoint from an external uptime monitor returns an HTTP 2xx or 3xx response within 10 seconds. It is considered Unavailable if the response is a 5xx error, a timeout, or a TCP connection failure attributable to Pointnode-controlled infrastructure.

Canonical measurement source. Pointnode uses an independent third-party external monitor (UptimeRobot) polling /api/health/cron at 5-minute intervals from at least one EU region. The monitor's public status page is at status.pointnode.io. The Customer may rely on its own external monitoring as supporting evidence in a Service Credit claim under Section 8.

Monthly Uptime Percentage for a calendar month is calculated, per Critical Component, as:

(Total minutes in month − Excluded Minutes − Unavailable minutes) / (Total minutes in month − Excluded Minutes) × 100

Where multiple Critical Components are simultaneously Unavailable for overlapping minutes, the overlapping minutes count once towards the Customer's claim — not once per affected component.

5. Excluded Minutes

The following minutes are Excluded Minutes for the monthly calculation:

• Scheduled Maintenance announced at least 5 days in advance to organisation administrators by email or via status.pointnode.io, up to a cumulative maximum of 4 hours per calendar month outside business hours (defined as 22:00 to 06:00 UK time Monday to Friday, or any time at weekends).
• Emergency maintenance required to address an active security vulnerability or incident, where prior notice was not safely possible. Communicated via status.pointnode.io as soon as practicable.
• Force-majeure events as defined in Section 15 of the Terms of Service, including without limitation sustained outages of upstream cloud providers (see the sub-processor list at /legal/sub-processors for the full list) and public telecommunications networks.
• Downtime caused or materially contributed to by the Customer: configuration errors made by the Customer or its users; the Customer's breach of the Terms of Service; the Customer's exceeding of published rate limits; the Customer's on-site network or asset-side equipment failures; the Customer's use of beta or early-access features.
• DNS or upstream-network failures outside Pointnode's reasonable control (e.g. a root-DNS outage, a large-region transit-provider failure).
• Downtime affecting only beta or early-access features labelled as such in the dashboard.
• Downtime occurring during a period in which the Customer's account is suspended for non-payment under Terms of Service §4 or for breach of Acceptable Use under Terms of Service §3.

6. Service Credits

Where the Monthly Uptime Percentage for a Critical Component falls below the Monthly Uptime Commitment in a given calendar month, the Customer is eligible for a Service Credit against the affected month's Platform Fees, calculated as:

Service Credit % = (99.5 − Monthly Uptime Percentage) × 10

Worked examples for a £500 monthly Platform Fee:

Cap. The total Service Credit issued for any single calendar month is capped at 50% of that month's Platform Fees.

Form. Service Credits are applied against the Customer's next invoice after the credit is approved. Credits are not refundable in cash, except where the contract has terminated, in which case any unapplied credit is refunded to the Customer's original payment method within 30 days of termination.

7. Incident response and recovery commitments

Where an Incident affecting a Critical or Non-critical Component is validated by Pointnode, the following response and recovery targets apply during UK business hours (Monday to Friday, 09:00 to 17:00 UK time, excluding UK public holidays):

Incidents must be reported by the Customer via Written Notice. The response clock starts on Pointnode's receipt of the Written Notice during UK business hours; out-of-hours notices start the clock at the next business-hour opening.

Pointnode also operates automated detection (UptimeRobot polling the public health endpoints, Sentry capturing application errors, and the ingest's Prometheus metrics) and routinely opens its own incident from a detection rather than waiting for a Customer report.

8. How to claim a Service Credit

To claim a Service Credit, the Customer must submit a Written Notice to legal@pointnode.io within 30 days of the end of the affected calendar month, including:

• The Customer's organisation name.
• The affected calendar month and the affected Critical Component(s).
• The dates, times and approximate duration of each downtime period claimed.
• Any external monitoring evidence the Customer wishes Pointnode to consider alongside the canonical measurement source in Section 4.

Pointnode will acknowledge within 5 working days, investigate, and confirm the outcome (approved / partially approved / declined, with reasons) within 30 days of acknowledgement. Where the outcome depends on data the Customer holds (e.g. local network logs), Pointnode may request reasonable supplementary information; the 30-day clock pauses while the request is outstanding.

9. Security and backups

The technical and organisational security measures applied to the Cloud Service — including daily backups with a minimum 7-day retention, deployment-rollback capability, encryption in transit and at rest, per-asset and per-actor rate limiting, append-only audit logging, and continuous external monitoring — are set out in Annex 3 of the Data Processing Agreement. Customers may rely on those measures as part of the service envelope this SLA commits to.

10. Sole remedy

The Service Credits described in Section 6 are the Customer's sole and exclusive financial remedy for any failure by Pointnode to meet the Monthly Uptime Commitment. This does not limit:

• The Customer's right to terminate for material breach under Terms of Service §10 where Pointnode persistently fails to meet the Monthly Uptime Commitment. For the avoidance of doubt, Monthly Uptime Percentage below 95.0% on a Critical Component in two consecutive calendar months, or below 90.0% on a Critical Component in any single calendar month, constitutes a material breach.
• The Customer's rights or Pointnode's liability under the carve-outs in Terms of Service §9 (death or personal injury, fraud, or anything else that cannot be limited under English law).
• The Customer's rights under the Data Processing Agreement, including in respect of personal data breaches.

11. Custom SLAs for enterprise plans

Customers on enterprise plans may negotiate a custom SLA via the order form — for example a higher Monthly Uptime Commitment (99.9% or 99.95%), tighter credit tiers, a higher cumulative credit cap, dedicated response channels, or named regional measurement. A custom SLA in the executed order form supersedes this page for that Customer.

12. Changes to this SLA

We may update this SLA by giving the Customer at least 30 days notice via email to organisation administrators. If a material reduction in the commitment is unacceptable, the Customer may terminate at the end of the current subscription term without penalty, on the same basis as a Terms-of-Service change under Section 13 of the Terms.

13. Contact

Service-credit claims, Incident reporting, SLA queries: legal@pointnode.io.
Real-time service status: status.pointnode.io.