Version: 2026-08-20 v1.0
Governing law: England and Wales
This page describes the service level targets Momentum aims to meet for Julia Business OS. These are operational targets we manage toward, not contractual guarantees, and no service credits or refunds are generated automatically from missing a target. Momentum's liability position is governed by the Master Platform Terms, not by this page.
Momentum targets 99.5% monthly uptime for the core Julia Business OS application, measured against scheduled maintenance windows being excluded from downtime calculations. As a growing platform, this is a target we manage toward and continuously improve, not a guaranteed minimum with automatic remedies.
| Severity | Definition | Target first response |
|---|---|---|
| Critical | Complete loss of service, data-integrity risk, or a security incident affecting your account | 1 hour |
| High | A major feature is unusable with no reasonable workaround | 4 hours |
| Medium | A feature is degraded or partially unusable, a workaround exists | 24 hours |
| Low | General questions, minor issues, cosmetic bugs, feature requests | 48 hours |
These are target first-response times, not resolution-time guarantees — the time to actually fix an issue depends on its nature. Support requests can be raised through the in-app support ticket system or by emailing support@momentumdigital.app.
Momentum performs routine maintenance approximately monthly. Where maintenance is expected to be visible to customers (brief service interruption), we aim to give at least 1 hour of advance notice via the in-app notification system or email. Emergency maintenance to address a genuine security or stability risk may be performed without advance notice.
Consistent with Momentum's current stage as a growing platform, missing a target on this page does not automatically generate a service credit, refund, or other financial remedy. Momentum's Master Platform Terms govern liability, refunds and remedies generally; nothing on this page creates additional guarantees or a separate credit scheme beyond what those Terms provide, and nothing here excludes or restricts any statutory right that cannot lawfully be excluded.
Momentum Digital Labs Ltd, Company No. 17077364, 71-75 Shelton Street, London WC2H 9JQ, United Kingdom. These targets may be revised as the platform matures; the version date above reflects the most recent update.