1. Service Availability
RJsol Pro targets a monthly uptime of 99.5%, calculated as a percentage of total minutes in each calendar month. This target excludes:
- Scheduled maintenance windows
- Emergency maintenance required for security or stability
- Third-party service outages beyond our control
- Force majeure events (natural disasters, widespread internet outages, government actions)
2. Scheduled Maintenance
We perform regular maintenance to ensure:
- Performance improvements and optimisation
- Security updates and patches
- New feature releases
- Infrastructure upgrades
We will provide advance notification of scheduled maintenance where reasonably possible. Maintenance is typically performed during low-usage periods to minimise disruption.
3. Support Response Targets
We aim to respond to support requests within the following timeframes:
| Priority | Description | Target Response |
|---|---|---|
| Critical | Platform completely unavailable or data loss risk | 4 business hours |
| High | Major feature unavailable or significant performance degradation | 1 business day |
| General | Questions, minor issues, feature requests | 2 business days |
Business hours are Monday to Friday, 9:00 AM to 5:30 PM (UK time), excluding public holidays.
4. Exclusions
RJsol Pro is not responsible for service disruptions caused by:
- Failures in your internet service provider or network
- Outages at third-party providers (payment processors, mapping services, AI providers)
- Issues with your hardware, software, or browser
- Force majeure events
- External cyber attacks targeting infrastructure beyond our control
- User misconfiguration or misuse of the platform
5. Platform Updates
We may modify, improve, or update platform features at any time to improve performance, security, and functionality. We aim to communicate significant changes in advance where practicable.
6. Contact
For support enquiries or to report a service issue, contact hello@rjsolarconsultancy.co.uk.