Service Level Agreement

This Service Level Agreement (the SLA) describes the monthly availability commitment and Service Credit remedy made available by Firearms Records to eligible Organisations subscribed to a Paid Organisation Plan.

This SLA should be read together with the Terms of Service, the applicable Plan Summary, and any Additional Agreement. Capitalised terms not defined in this SLA have the meanings given in the Terms of Service.

This SLA is effective from 25 July 2026.

1. Purpose and contractual status

1.1. This SLA forms part of the agreement between Firearms Records and each Eligible Organisation for the affected Paid Organisation Plan.

1.2. For the limited subject matter of service availability and Service Credits, this SLA qualifies sections 17.1, 17.2, and 17.6 of the Terms of Service. The remaining provisions of the Terms of Service continue to apply.

1.3. If there is a conflict concerning service levels or service credits, the following order of precedence applies: (a) a signed or expressly accepted Custom SLA; (b) this SLA; (c) the applicable Plan Summary; and (d) the Terms of Service.

1.4. This SLA does not create a guarantee of uninterrupted or error-free service. It establishes a measured availability commitment and the contractual Service Credit remedy available when that commitment is not met.

1.5. Nothing in this SLA excludes or limits any right, remedy, or liability that cannot lawfully be excluded or limited.

2. Definitions

2.1. Affected Month means the calendar month in which an Incident occurs. An Incident continuing across the end of a calendar month is apportioned between the affected calendar months by reference to the Incident minutes falling within each month.

2.2. Business Day means Monday to Friday, excluding public holidays in England.

2.3. Core Platform means the authenticated Firearms Records web application and first-party API functionality under our reasonable operational control that is required for an Eligible Organisation to access and use the core records and workflows included in its Paid Organisation Plan.

2.4. Custom SLA means service-level terms expressly agreed with an Organisation in a signed or otherwise expressly accepted Additional Agreement, order form, or custom Plan Summary.

2.5. Eligible Organisation means an Organisation with an active Paid Organisation Plan that is in good standing and has paid the recurring subscription charge due for the affected service period.

2.6. Eligible Service Minutes means the total minutes in an Affected Month during which the Core Platform is intended to be available to the Eligible Organisation, excluding the minutes attributable to an Excluded Event.

2.7. Excluded Event means an event described in section 6.

2.8. Incident means a continuous period during which the Core Platform experiences a Total Outage, Severe Degradation, or Material Partial Degradation that is not an Excluded Event.

2.9. Monthly Plan Value means the monthly-equivalent recurring subscription charge actually paid or payable for the affected Paid Organisation Plan, after any recurring discount and before any one-off or usage-based charge. For a 12-month subscription paid in advance, the Monthly Plan Value is the annual recurring subscription charge divided by 12. VAT and any corresponding Service Credit will be handled in accordance with applicable tax requirements.

2.10. Paid Organisation Plan means an Organisation Plan for which the Organisation pays a recurring subscription charge directly to Firearms Records.

2.11. Service Availability means the availability percentage calculated under section 5.2.

2.12. Service Credit means a non-cash billing adjustment calculated and applied in accordance with sections 7 and 8.

2.13. Weighted Unavailable Minutes means the Incident minutes adjusted by the service-impact weighting in section 5.3.

3. Eligibility and scope

3.1. This SLA is available only to Eligible Organisations and only in relation to the affected Paid Organisation Plan.

3.2. This SLA does not apply to free Shooter Accounts, Compliance Essentials, free RFD core access, Police Force or Home Office access provided without a recurring subscription charge, free trials, pilots, beta or preview functionality, early-access functionality provided without charge, complimentary access, or any other free service.

3.3. This SLA applies only to Core Platform functionality included in the Eligible Organisation’s Paid Organisation Plan. It does not apply to optional third-party integrations, third-party payment rails, email or message delivery after hand-off to a third-party provider, public marketing pages, locally downloaded records, or functionality not included in the applicable Plan Summary.

3.4. Eligibility is assessed separately for each Affected Month. An Organisation that was not eligible during the affected service period does not become eligible by subsequently purchasing or reactivating a Paid Organisation Plan.

3.5. An Organisation with overdue undisputed subscription charges, a suspended subscription, or a material unresolved breach of the Terms of Service is not eligible to receive a Service Credit while that condition continues. We may restore eligibility where the condition is remedied.

4. Service commitment

4.1. Firearms Records commits to Service Availability of at least 99.9% in each calendar month for the Core Platform used by an Eligible Organisation.

4.2. The Core Platform is intended to be available 24 hours a day, seven days a week, subject to Excluded Events and the other provisions of this SLA.

4.3. If Service Availability falls below 99.9% in an Affected Month, an Eligible Organisation may claim the Service Credit specified in section 7, subject to the claim requirements and monthly cap in this SLA.

4.4. We monitor service operation using server-side records, infrastructure and application telemetry, security and routing information, and external service monitoring where configured. The public status page described in section 13 provides operational information but is not the sole source used to calculate Service Availability.

5. Measurement and service impact

5.1. Service Availability is measured separately for each Affected Month and, where reasonably identifiable, by reference to the service impact experienced by the affected Eligible Organisation.

5.2. Service Availability is calculated as follows:

((Eligible Service Minutes − Weighted Unavailable Minutes) ÷ Eligible Service Minutes) × 100

5.3. Incident minutes are weighted according to the following service-impact classifications:

5.4. Minor defects, cosmetic issues, isolated errors that can be remedied by a reasonable retry, and degradation that does not materially prevent a core workflow do not create Weighted Unavailable Minutes.

5.5. Where service-impact classifications overlap during the same minute, only the highest applicable weighting is used. The same minute is not counted more than once.

5.6. We will determine Incident start and end times and service-impact classification in good faith using the records reasonably available to us. Our monitoring records will normally govern unless the Eligible Organisation supplies credible evidence of a manifest error or of organisation-specific impact not captured by those records.

6. Excluded Events

6.1. The following are Excluded Events to the extent that they are outside our reasonable control:

• planned maintenance that we announce at least 24 hours in advance;
• emergency maintenance reasonably required to protect security, data integrity, legal compliance, or continued operation of the Platform;
• distributed denial-of-service attacks, malicious traffic, cyberattacks, abuse, bot activity, security incidents, or other hostile acts;
• an outage, degradation, processing failure, routing failure, service suspension, or other failure of a subprocessor, infrastructure supplier, payment provider, telecommunications provider, domain-name provider, internet exchange, or other third party, including Cloudflare, Amazon Web Services (AWS), Stripe, or their relevant services;
• payment authorisation, settlement, banking, card-network, Direct Debit, or other payment-processing issues outside the Core Platform;
• failure of the public internet, an internet service provider, local network, device, browser, operating system, email provider, or other system not controlled by Firearms Records;
• force majeure events, including natural disaster, epidemic, pandemic, war, terrorism, civil disorder, industrial action not involving our personnel, governmental action, legal restriction, utility failure, or widespread infrastructure failure;
• acts or omissions of the Organisation, its Organisation Users, its suppliers, or another person acting on its behalf, including misuse, unauthorised access, incorrect configuration, unsupported software, inaccurate data, or failure to follow reasonable instructions;
• suspension, restriction, or unavailability resulting from non-payment, suspected fraud, a security risk, breach of the Terms of Service, or a lawful or regulatory requirement; and
• free, trial, beta, preview, pilot, experimental, early-access, or otherwise excluded functionality described in section 3.

6.2. An event is not excluded to the extent that the outage or degradation was caused or materially worsened by our failure to exercise reasonable care, maintain reasonable configurations or safeguards within our control, or take reasonable mitigation steps after becoming aware of the event.

6.3. Where an Excluded Event and a non-excluded Incident overlap, we will make a reasonable allocation based on the predominant cause and the service impact that would otherwise have occurred.

7. Service Credit calculation

7.1. The Service Credit for an Affected Month is calculated as a percentage of the Monthly Plan Value:

7.2. All qualifying Incidents in the same Affected Month are aggregated into a single monthly Service Availability calculation.

7.3. The aggregate Service Credits arising from an Affected Month cannot exceed 100% of the Monthly Plan Value for that Affected Month.

7.4. The cap resets for each calendar month. If one Incident continues across two calendar months and breaches the commitment in both months, each month is calculated separately and may generate a Service Credit up to 100% of that month’s Monthly Plan Value.

7.5. For an annual subscription paid in advance, the annual payment does not become the monthly cap. For example, if the annual recurring subscription charge is £960, the Monthly Plan Value and maximum Service Credit for one Affected Month is £80.

7.6. If the Organisation changes Paid Organisation Plan during an Affected Month, we may calculate a reasonable time-weighted Monthly Plan Value by reference to the plan and recurring charge applicable during each part of that month.

7.7. One-off charges, payment-processing charges, transaction fees, usage charges, data-migration charges, professional-service charges, taxes not forming part of the recurring subscription charge, and third-party charges are not included in Monthly Plan Value.

8. Nature and application of credits

8.1. A Service Credit is a billing adjustment against future eligible recurring subscription charges for the same Organisation. It is not an extension of the subscription term and does not change the Organisation’s billing or renewal date.

8.2. We will normally apply an approved Service Credit to the next eligible invoice or maintain it on the Organisation’s billing account until the next eligible recurring subscription charge. For an annual subscription paid in advance, this will normally mean that the Service Credit is applied at the next annual renewal.

8.3. Service Credits are non-refundable, non-transferable, non-assignable, cannot be sold or exchanged, cannot be redeemed for cash, and have no cash or withdrawal value. They do not constitute a deposit, stored-value balance, or payment owed by Firearms Records.

8.4. If the Organisation cancels, closes, or does not renew its Paid Organisation Plan before an approved Service Credit can be applied to a further eligible charge, the unused Service Credit expires and no cash payment or refund is due, except where applicable law requires otherwise.

8.5. Service Credits are applied in accordance with applicable VAT, invoicing, and accounting requirements.

8.6. Subject to rights and remedies that cannot lawfully be excluded, Service Credits are the Eligible Organisation’s sole and exclusive contractual remedy for failure to meet the 99.9% commitment in this SLA. They do not limit remedies for a separate breach that is not merely a failure to meet that availability commitment.

9. Claim process

9.1. Service Credits are not granted automatically unless we expressly announce a platform-wide credit under section 10.

9.2. An Eligible Organisation must submit its claim to support@firearmsrecords.co.uk as soon as reasonably practicable and no later than five Business Days after the relevant Incident ends.

9.3. The claim must include:

• the Organisation name and account identifier;
• the affected Paid Organisation Plan;
• the date, start time, end time, and time zone for the claimed Incident;
• a description of the unavailable or degraded functionality and the operational impact;
• the users, locations, or workflows affected, where relevant;
• screenshots, error messages, request identifiers, logs, or other supporting evidence reasonably available to the Organisation; and
• the relevant public status incident reference, if one was published.

9.4. A claim submitted after the deadline, by an ineligible person, or without enough information to identify and assess the Incident may be rejected. We may request further information and will act reasonably when deciding whether the available evidence is sufficient.

9.5. We will assess a complete claim and issue an approval, rejection, request for further information, or other initial determination within a reasonable timeframe, taking account of the complexity of the Incident, the scope of the affected services, the evidence available, and any information reasonably required from third parties.

9.6. Approval is subject to verification against our monitoring, application, infrastructure, security, support, billing, and status records. We will not unreasonably reject credible evidence solely because a public status incident was not posted.

9.7. An Organisation must not submit duplicate, misleading, manipulated, or fraudulent claims. A Service Credit already applied for an Affected Month, including a platform-wide credit, counts towards the monthly cap and cannot be recovered twice.

10. Platform-wide discretionary credits

10.1. Following a substantial or widespread Incident, we may choose to grant a Service Credit automatically to some or all affected Eligible Organisations without requiring individual claims.

10.2. We may announce an automatic credit through the Platform, email, the public status page, or another reasonable communication channel.

10.3. A discretionary or goodwill credit does not constitute an admission of liability, does not establish that the SLA was breached, and does not create an obligation to grant the same or any other credit in future.

10.4. Any automatic credit is subject to the same Monthly Plan Value and 100% monthly cap unless we expressly state that an additional goodwill adjustment will be made outside this SLA.

11. Custom service-level terms

11.1. A custom Organisation Plan may include a Custom SLA with different availability targets, measurement rules, service scope and exclusions, support commitments, claim procedures, Service Credit percentages, caps, or remedies.

11.2. Custom service-level terms apply only where they are expressly recorded in a signed or otherwise expressly accepted Additional Agreement, order form, or custom Plan Summary.

11.3. A sales discussion, support statement, roadmap item, marketing claim, or informal communication does not vary this SLA.

12. Changes to this SLA

12.1. We may update this SLA from time to time. We will use reasonable efforts to notify affected Eligible Organisations in advance of a material reduction in the standard availability commitment or Service Credit schedule.

12.2. An update will not retroactively reduce a Service Credit entitlement arising from an Incident that ended before the updated SLA took effect.

12.3. Unless an earlier change is reasonably required for legal, regulatory, security, tax, technical, or operational reasons, a material adverse change to the standard SLA will take effect no earlier than the Organisation’s next renewal.

13. Contact and service status

13.1. Submit SLA claims and operational questions by emailing Firearms Records Support.

13.2. Legal questions about this SLA may be sent to legal@firearmsrecords.co.uk.

13.3. Current and historical operational information may be published on the dedicated Firearms Records status page (opens in a new tab). The status page supports transparency but does not replace the claim process or the availability calculation in this SLA.