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Service Level Agreement

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Last updated: April 30, 2026

This Service Level Agreement ("SLA") sets out Fugo Ltd's service availability commitments and support standards for the Fugo platform (the "Services").

This SLA forms part of the Agreement between you and Fugo as described in the Terms of Service.

1. Scope and Relationship to Terms

1.1 This SLA applies to your use of the Services.

1.2 This SLA should be read alongside:

  • the Terms of Service
  • the Privacy Policy
  • the Data Processing Agreement (DPA), where applicable

1.3 In the event of any conflict between these documents:

  • any executed Order Form, master services agreement, or other written agreement shall take precedence over all other documents
  • the Data Processing Agreement (DPA) shall prevail in respect of any matters relating to the processing of personal data
  • the Terms of Service shall prevail in all other respects, unless expressly stated otherwise in this SLA

2. Definitions

"Service Availability" means the percentage of time during a calendar month that the Fugo Platform is operational and accessible.

"Platform" means the Fugo content management system used to manage and display digital signage content.

"Downtime" means a period during which the core functionality of the Platform is unavailable.

"Service Credit" means a credit applied to future Charges in accordance with this SLA.

"Billing Period" has the meaning given in the Terms of Service.

3. Service Availability Commitment

3.1 Fugo is designed and operated to provide a highly available and reliable service.

3.2 Fugo commits to maintaining 99.9% Service Availability in each calendar month.

3.3 Service Availability is calculated as: (Total minutes in the month – Downtime) ÷ Total minutes in the month × 100

3.4 If Service Availability falls below 99.9% in a given calendar month, you may be eligible to receive Service Credits as set out in this SLA.

3.5 Fugo will use commercially reasonable efforts to:

  • monitor platform performance
  • minimise service disruption
  • restore service as quickly as practicable

4. Service Credits

4.1 If Service Availability falls below the commitment set out in Section 3, Service Credits will be calculated as a percentage of the Charges paid for the affected Billing Period:

  • Less than 99.9% but ≥ 99% → 10% Service Credit
  • Less than 99% but ≥ 95% → 25% Service Credit
  • Less than 95% → 50% Service Credit

4.2 Service Credits:

  • apply only to future Charges
  • are not redeemable for cash
  • are capped at the total Charges paid for the affected Billing Period

4.3 Service Credits are your sole and exclusive remedy for any failure to meet the Service Availability commitment.

5. Requesting Service Credits

5.1 To receive a Service Credit, you must submit a request within 30 days of the relevant incident.

5.2 Requests must include:

  • the date and time of the Downtime
  • a description of the issue
  • any supporting information reasonably requested by Fugo

5.3 Requests should be submitted to:

support@fugo.ai

5.4 Fugo will review all claims and:

  • apply Service Credits where valid
  • provide an explanation where claims are rejected

6. Third Party Services and Integrations

6.1 The Platform may rely on Third Party Services or integrations.

6.2 Fugo will use reasonable efforts to address issues within its control.

6.3 Fugo is not responsible for:

  • outages or failures of Third Party Services
  • permanent changes or discontinuation of third-party integrations

6.4 Where Third Party Services materially affect functionality, your rights are governed by the Terms of Service.

7. Support Services

7.1 Fugo provides support during Business Hours:

8:00 AM – 6:00 PM London time, excluding UK public holidays.

7.2 Support channels include:

7.3 Enterprise customers may also receive:

  • phone support
  • onboarding and training sessions

7.4 Support includes:

  • assistance using the Platform
  • investigation of reported issues
  • reasonable efforts to resolve service disruptions

8. SLA Exclusions

8.1 Service Availability calculations exclude Downtime resulting from:

  • misuse or unauthorised modification of the Services
  • use inconsistent with the Terms of Service
  • failures in customer systems, devices, or internet connectivity
  • unsupported browsers, environments, or configurations
  • Third Party Services or integrations
  • events beyond Fugo's reasonable control (including force majeure events)

9. Changes to this SLA

9.1 Fugo may update this SLA from time to time.

9.2 Material changes will be communicated where appropriate.

9.3 Continued use of the Services constitutes acceptance of the updated SLA.