Draft. This agreement has not yet been reviewed by a lawyer and must be before launch — read it as a statement of intent, not as final contract wording.
Legal
Service level agreement
Last updated 17 September 2026.
1. What this agreement covers
This service level agreement is part of the terms of service between PrePro Selects ("we") and a company whose workspace is on the Integrated or Enterprise plan ("you"). It is the written service level that section 11 of the terms refers to, and it applies for as long as the workspace stays on one of those plans.
It does not apply to any other plan: not to the Free plan, Solo, Studio or Production, and not to trials. Those plans are covered by section 11 of the terms alone, which makes no availability commitment.
Where this agreement and the terms say different things about availability, support response times or service credits, this agreement applies. A signed order form that says something different applies over both.
2. Our commitment
Client galleries and the API will be available at least 99.5% of every calendar month. That allows at most 3 hours 36 minutes of unavailability in a 30-day month, and 3 hours 43 minutes in a 31-day one.
In this agreement:
- Client galleries are the pages your clients open, on our domain or on a gallery domain of yours that we serve, together with the embed script your website loads from us.
- The API is the interface those pages, the app and your own integrations use.
- A month is a calendar month in Coordinated Universal Time (UTC).
- Available has the meaning section 3 gives it, and nothing wider.
3. How availability is measured
Every minute, a monitor on the server that runs PrePro Selects makes three requests over HTTPS, each with a full certificate check: the API's health check, which only answers correctly when the web server, the application and the database are all working; a client gallery page; and our home page.
- A minute is available when the API health check in that minute succeeds.
- A minute in which the check fails is unavailable.
- A minute with no measurement at all is also unavailable. When the server is down it cannot record anything, and that silence counts against us, not for us.
- A minute is judged once it is over, and only from the moment measurement began.
The monthly figure is
available minutes ÷ (minutes of the month since measurement began − excluded minutes) × 100
where excluded minutes are the scheduled maintenance that section 5 leaves out, and every other minute is either available or unavailable. The result is rounded down to three decimal places, never up, so a month is never shown as meeting 99.5% when it did not.
The measurements are published as they happen at preproselects.com/status, with ninety days of daily figures and every incident and maintenance window. The monthly figure is the one worked out from those same measurements.
Because the monitor runs on the same server, it cannot see a failure in the network between you and our data centre. If you experienced unavailability that the status page does not show, tell us when you ask for a credit, with the times and what you saw. We will check our server and network logs and our hosting provider's incident reports in good faith, and count any unavailability on our side that they confirm.
4. What does not count
When we assess a month for a credit, unavailability caused by any of the following is set aside, and does not count against the commitment:
- Scheduled maintenance, within the limits of section 5.
- Causes on your side or your users' side: your DNS or domain settings, your identity provider for single sign-on, the website that embeds the gallery, your network or your clients' networks, and their devices and browsers.
- Force majeure: events genuinely outside our reasonable control, as section 19 of the terms describes, such as a natural disaster, war, a failure of the public internet beyond our hosting provider's network, or an order of a public authority.
- Suspension of your workspace under the terms, for non-payment (section 6) or for a breach of acceptable use (sections 9 and 12).
- Beta features: anything we mark as beta, preview or early access in the product or its documentation.
- Other plans: free plans, trials and every plan section 1 leaves out.
The status page shows the raw measurement. Only scheduled maintenance is left out of the published figures automatically; the other causes are set aside when a credit is assessed.
5. Scheduled maintenance
Sometimes the service has to stop briefly so that we can upgrade it. Maintenance counts as scheduled, and is left out of the calculation, only when all of this is true:
- it was announced on the status page at least 48 hours before it started, with its start and end time;
- it falls within the first four hours of scheduled maintenance in that calendar month.
We schedule maintenance between 22:00 and 06:00 Central European Time (CET, or CEST in summer) whenever we can, when European productions are least likely to be showing work to a client.
A minute that overlaps an announced window counts neither as available nor as unavailable. Maintenance beyond four hours in a month, and urgent work we could not announce 48 hours ahead, such as a security fix that cannot wait, is not scheduled maintenance: any unavailability it causes counts in full.
6. Service credits
If a month's availability falls below the commitment, the affected workspace can ask for a service credit, as a percentage of that month's fee:
| Monthly availability | Credit |
|---|---|
| 99.5% or more | None |
| Below 99.5% | 10% of that month's fee |
| Below 99.0% | 25% of that month's fee |
| Below 95.0% | 50% of that month's fee |
- That month's fee is the subscription fee for the workspace's plan for that month, excluding VAT and one-off charges such as the integration fee. For a yearly subscription it is one twelfth of the yearly fee.
- A month earns the credit of the lowest band it falls into, and the bands do not add up: a month at 94% earns 50%, not 10% + 25% + 50%.
- Credits for a month never exceed 50% of that month's fee, however many things went wrong in it.
Service credits are the sole and exclusive remedy for a failure to meet the availability commitment in this agreement. They do not limit anything that section 17 of the terms says cannot be limited.
7. Asking for a credit
Write to hello@preproselects.com within 30 days of the end of the month concerned, from an owner or administrator of the workspace. Say which workspace and which month, and, if you saw unavailability the status page does not show, when it happened and what you saw.
We reply with the month's figure and the credit it gives. The credit is deducted from the next invoice for that workspace. It is never paid out in cash and cannot be moved to another workspace.
8. Support response times
A first response within 4 business hours, and within 1 business hour when your client galleries are unavailable.
- Business hours are Monday to Friday, 09:00 to 18:00 Central European Time (CET, or CEST in summer), except Spanish national public holidays. A message that arrives outside them is timed from the start of the next business hour.
- A first response is a reply from a person on our team who has read your message. An automatic acknowledgement, or an answer from the help box's assistant, is not one.
- A critical incident is one in which your client galleries cannot be opened or used. Say so when you write; everything else is answered within the general target.
- Write to support@preproselects.com, or use the help box in the app and ask for a person.
These are targets for how quickly we start, not for how quickly a problem is solved; we keep you informed until it is. They are commitments we measure ourselves against. Service credits are worked out on availability alone, as section 6 describes.
9. Enterprise
The Enterprise plan includes this agreement as written. A higher availability commitment, for example 99.9%, different credits, longer support hours or other terms can be agreed in writing in an order form. What the order form says then applies in place of the matching parts of this agreement.
10. Changes
We may change this agreement in the way section 19 of the terms describes: material changes are notified to account holders by email at least 30 days before they take effect, and you may cancel before they do.
11. Who gives this agreement
This agreement is given by the entity that contracts with you under the terms of service, named below and on the legal notice page.
Placeholder — founder to complete before launch
The contracting entity and the law it contracts under.
- Legal entity name
- [ legal entity name ]
- Registered address
- [ street, postcode, city, country ]
- Company registration number
- [ registration number and register ]
- VAT number
- [ VAT number ]
- Governing law and courts
- [ jurisdiction — to be confirmed with counsel. For a US entity the usual choice is the law and courts of the state of incorporation; for a Spanish entity, Spanish law and the courts of its seat ]
To be confirmed
Confirm the legal entity that gives this agreement. It must be the same entity as in section 20 of the terms of service and on the legal notice page.
Last updated 17 September 2026. See also the terms of service and the status page.