Last updated: 26 March 2026

Service Level Agreement

This Trace.Space Service Level Agreement (“SLA”) forms part of the Trace.Space Terms of Service available at https://www.trace.space/terms or any other written agreement between Trace.Space and the customer (“Customer”).

This SLA covers:

  • (a) availability of the Cloud Software; and
  • (b) support services for Self-Hosted Software, as described below.

1. Cloud Software Availability

1.1 Uptime Definition

“Uptime” means that Authorized Users are able to successfully perform core functions of the Cloud Software, including authoring, linking, and reviewing requirements. Uptime is measured using Trace.Space’s monitoring systems.

1.2 Target Availability

Trace.Space will use commercially reasonable efforts to maintain Uptime of at least 99.9% in each calendar month ("Target Availability"). Current system status and historic uptime information is available at Trace.Space status page.

1.3 Exclusions

The following are excluded from the calculation of Target Availability:

  • (a) use of the Cloud Software in a manner not authorized by the Terms of Service, MSA or Documentation;
  • (b) general internet failures, force majeure events, or other factors outside Trace.Space’s reasonable control;
  • (c) Customer systems, infrastructure, or network connections;
  • (d) third-party systems, integrations, or services;
  • (e) Scheduled Maintenance;
  • (f) emergency maintenance; or
  • (g) suspension or limitation of access in accordance with the Terms of Service or applicable law.

1.4 Scheduled Maintenance

“Scheduled Maintenance” means routine maintenance for which Trace.Space provides at least twenty-four (24) hours’ prior notice, where commercially reasonable.

Trace.Space may perform emergency maintenance without prior notice where necessary to maintain security, integrity, or stability of the Cloud Software.

1.5 Remedy for Failure

If Trace.Space fails to meet the Target Availability for the same Cloud Software in two (2) consecutive calendar months, the Customer may terminate the affected Cloud Software by providing written notice within thirty (30) days after the end of the second affected month.

In such case, Trace.Space will refund any prepaid Fees attributable to the affected Cloud Software for the unused portion of the applicable Subscription term.

This is the Customer’s sole and exclusive remedy, and Trace.Space’s sole and exclusive liability, for failure to meet the Target Availability.

2. Support for Self-Hosted Software

2.1 Scope

For Customers using Self-Hosted Software, Trace.Space provides support services as described in this Section.

Availability, uptime, and performance of the Self-Hosted Software depend on the Customer’s infrastructure and are not covered by this SLA.

Support includes:

  • installation and configuration guidance;
  • troubleshooting reproducible software issues;
  • guidance on updates, upgrades, and patches;
  • assistance with license verification.

Support does not include:

  • operation or monitoring of Customer infrastructure;
  • issues caused by Customer systems, third-party services, or unsupported configurations;
  • on-site support, unless agreed in writing.

3. Support channels

Cloud Software and Self-Hosted Software, support requests must be submitted via support@trace.space or other designated support channels.

4. Response Time Targets

Trace.Space will use commercially reasonable efforts to respond to support requests within the following timeframes during standard business hours:

  • Critical (system unusable): within 2 business hours
  • High (major functionality impacted): within 1 business day
  • Normal (general issues or questions): within 2 business days

“Response time” means acknowledgment and initial investigation, not resolution.

5. Customer Responsibilities

The Customer is responsible for:

  • providing sufficient detail to diagnose issues;
  • maintaining supported versions of the software;
  • applying recommended updates and patches;
  • ensuring infrastructure meets documented requirements.

Failure to meet these responsibilities may limit Trace.Space’s ability to provide support.

6. No Guaranteed Resolution Times

Trace.Space does not guarantee resolution times for issues related to Self-Hosted Software.

7. Optional Enhanced Support

Enhanced support (including faster response times, extended hours, or dedicated support) may be agreed separately in writing.

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