Terrapin is committed to delivering a reliable service experience and timely customer support. This document outlines our current support hours, response expectations, and uptime commitments.

1. Support Availability

1.1 Channels

We provide support through the following channels:

• In-app chat via Intercom

• Email at support@tryterrapin.com

1.2 Hours of Operation

• Monday to Friday, 9:00 AM to 5:00 PM (UK time/GMT)

• Weekend and holiday support available for critical issues only (e.g. account access, payment errors)

2. Response Times

We aim to respond to all support inquiries within:

• 24 hours for standard issues

• 4 hours for critical incidents (e.g. login failure, data loss, payment errors)

Support response times may vary based on volume and severity.

3. Uptime Commitment

3.1 Availability Target

• We target 99.9% uptime on a monthly basis, excluding scheduled maintenance.

3.2 Scheduled Maintenance

• Advance notice will be provided for any planned downtime exceeding 15 minutes.

• Maintenance windows typically occur outside of UK business hours.

4. Incident Management

In the event of a service disruption, we will:

• Post incident updates via our planned status page (e.g. status.tryterrapin.com)

• Communicate major outages via Intercom or email

• Investigate and resolve incidents in accordance with our internal severity matrix

5. Limitations

This SLA is provided as a guideline and does not constitute a legally binding service level guarantee. Enterprise users may request a custom SLA if required.

Contact: support@tryterrapin.com