Service Agreement & Service Levels
Last updated: 8 October 2026
This Service Agreement sets out how we run and support Tavons, our service levels and what happens when something goes wrong. It is part of your agreement with Tavon Partners Ltd (trading as Tavons) together with the Terms of Service and the Data Processing Agreement.
1. What we provide
We provide Tavons as an online service, host it, keep it secure, maintain it, and give you support as described below, for as long as you have an active subscription and are up to date with payment.
2. Availability target
2.1 Target. We aim for Tavons to be available 99.5% of the time in each calendar month, measured over the whole month. That allows roughly 3 hours 40 minutes of unavailability in a 30-day month.
2.2 What counts as unavailable. The main service is unavailable when you cannot sign in or use the core portal (leads, deals, calendar) because of a fault on our side, as confirmed by our monitoring or logs.
2.3 What does not count. The following are not unavailability: scheduled maintenance (section 3); emergency maintenance needed to protect security or data, for up to 4 hours a month; faults in your equipment, browser, network or settings; failure or changes of third-party services we do not control (for example Google, email delivery, maps, the text-recognition provider or a mobile network) other than our hosting and database providers; actions of you or your users; a suspension permitted by the Terms; events outside our reasonable control; and beta or trial features.
2.4 Not covered by the target. Optional features that depend on third parties are provided on a reasonable-efforts basis: Google Calendar and Contacts connections, route planning and prospecting searches, business card scanning, the statement checker, and email delivery to recipients (we send it; we cannot guarantee it arrives or is opened).
3. Maintenance
We aim to do planned maintenance outside UK working hours (before 7am or after 8pm Monday to Friday, or at weekends) and to give at least 24 hours' notice by email or in the portal where it will affect you.
4. Support
4.1 How to contact us. Email support@tavons.com with your company name, what happened, what you expected and a screenshot if you can.
4.2 Support hours. Monday to Friday, 9am to 5pm UK time, excluding English public holidays. We monitor critical faults outside those hours on a reasonable-efforts basis.
4.3 Response and update targets. We set a severity when we receive your report, using the table below. "Response" means a human acknowledgement and first assessment; these are targets within support hours.
| Severity | Meaning | First response | Updates | Target to fix or work around |
|---|---|---|---|---|
| 1: Critical | Tavons is down or unusable for all of your users, or there is a suspected security or data incident | Within 2 hours | Every 4 hours until resolved | Within 1 working day |
| 2: Major | A core feature is broken for many users with no workaround | Within 4 hours | Daily | Within 3 working days |
| 3: Minor | A fault with a workaround, or affecting one user or a non-core feature | Within 1 working day | As progress is made | Within 10 working days or the next release |
| 4: Question or request | How-to questions, small improvements and feature ideas | Within 2 working days | n/a | Considered for the roadmap |
4.4 Your part. You will give us the information we reasonably ask for, report faults promptly, and keep a named administrator to talk to us.
4.5 Not included. Support does not include training, bespoke development, data entry or migrations of large volumes, advice about your sales, products, compliance or tax, or fixing faults caused by you or your equipment. We may help with some of these for a separate agreed fee.
5. When something breaks
If there is an outage or serious fault we will: investigate straight away; tell affected customers by email (to the administrator) or in the portal as soon as we reasonably can; keep you updated at the intervals above; fix or work around it as quickly as we reasonably can; and, for Severity 1 and 2 incidents, send a short summary afterwards saying what happened, what we did and what we are changing.
If a personal data breach affects your data we will follow section 7 of the Data Processing Agreement.
6. Backups and recovery
Our database provider takes regular backups of the database, and we aim to be able to restore the service from the most recent backup. Our target is to lose no more than 24 hours of data and to restore service within 24 hours of a major failure. These are targets, not guarantees. You remain responsible for keeping your own copies of information that is important to your business, and you can export data from the portal or ask us for an export.
7. Service credits
7.1 If we miss the monthly availability target in section 2, you can claim a service credit against your next invoice:
| Measured availability in the month | Credit (percentage of that month's fee) |
|---|---|
| Below 99.5% but at least 99.0% | 5% |
| Below 99.0% but at least 97.0% | 10% |
| Below 97.0% | 20% |
7.2 How to claim. Email support@tavons.com within 30 days of the end of the month, saying which dates and times were affected. We will check our records and apply any credit due to your next invoice. Credits are not paid in cash, except on the last invoice when your subscription ends.
7.3 Sole remedy. Service credits are your sole and exclusive remedy for failing to meet the availability target, and count towards the liability cap in the Terms. Missing a response or fix target in section 4 does not itself give a credit, but we will explain what happened if you ask.
7.4 Repeated failure. If availability is below 97% in any 3 months in a rolling 6-month period, you may cancel on 14 days' notice and we will refund fees paid for the period after cancellation.
8. Security and data protection
We protect the service as described in Annex 1 of the Data Processing Agreement. You must keep your users' credentials secure, use strong passwords, remove users who no longer need access, and tell us promptly of any suspected unauthorised access.
9. Fees, liability and ending
Fees are set out in the Terms of Service. Liability is limited as set out in section 12 of the Terms of Service, and the limits there apply to everything in this Service Agreement. Either of us may end the agreement as set out in the Terms.
10. Changes
We may change this Service Agreement by giving 30 days' notice. We will not reduce the service levels during a period you have already paid for without your agreement.
11. Law
This Service Agreement is governed by the law of England and Wales and the courts of England and Wales have exclusive jurisdiction.