Service Level Agreement

1. Introduction and scope

This Service Level Agreement (“SLA”) forms part of, and is incorporated by reference into, our Terms of Service between LBG Technology Group Ltd, trading as Renzo (“Renzo”, “we”, “us”) and the customer identified in the account (“you”). It describes how we operate, maintain and support the Renzo platform (the “Service”). Words defined in the Terms have the same meaning here, and if there is a conflict the Terms prevail over this SLA.

2. Service availability

We aim to keep the Service available around the clock, and we host it with reputable cloud infrastructure providers holding recognised security certifications (see the sub-processor list in our Data Processing Agreement).

As set out in the Terms, we provide the Service with reasonable skill and care, but do not guarantee that it will be uninterrupted or error-free. The Service is provided on an “as is” and “as available” basis, and we may carry out maintenance, updates or emergency changes that temporarily affect availability. This SLA does not commit to a specific uptime percentage and does not create any entitlement to service credits; your remedies are as set out in the Terms.

3. Maintenance

Where practicable, planned maintenance is scheduled outside typical UK business hours, and we will give reasonable advance notice (by email or in-product notice) of planned maintenance that is likely to cause noticeable disruption. Emergency maintenance, updates or security changes may be carried out at any time and may temporarily affect availability.

4. Support

Support is provided by email at hello@renzohr.com during UK business hours (Monday to Friday, excluding English bank holidays). We prioritise issues by severity - suspected security incidents and full outages first, then issues materially affecting core functionality, then general questions and minor issues - and we use reasonable endeavours to acknowledge and resolve them promptly.

5. Incidents, backups and continuity

We log application errors and events, operate administrative dashboards for health and incident tracking, and maintain a documented incident-response process. Customer Data is backed up as described in the security measures of the DPA, including the hosting provider’s automated daily backups with point-in-time recovery and an independent encrypted daily backup. If an incident results in a personal data breach affecting Customer Data, we notify you as set out in the DPA.

6. Beta and early-access features

Beta and early-access features are provided for testing and feedback and sit outside this SLA, as set out in clause 7 of the Terms.

7. Changes to this SLA

We may update this SLA from time to time; the “last updated” date at the top of the page reflects the most recent version. Material changes will be communicated by email to your workspace Owner where possible.

8. Contact

For any questions about this SLA, please contact:

LBG Technology Group Ltd t/a Renzo
Registered in England & Wales, company no. 17295467
Registered office: 82A James Carter Road, Mildenhall, IP28 7DE
Email: hello@renzohr.com