Effective Date: December 2025
Purpose & Scope
1.1. This Service Level Agreement (SLA) is incorporated into and forms part of the Agreement (as defined below) between:
Diesta Limited, a company incorporated in England & Wales with company number 13969906 having its registered office at The Northern & Shell Building, 10 Lower Thames Street, London, England, EC3R 6AF (Diesta), and
B. the entity that is a counterparty to the Agreement (Customer).
1.2. The SLA sets out the service availability commitments for the Services. It defines Availability targets and maintenance expectations to ensure reliable access to the Services.
Glossary of Terms
2.1. In this SLA, the following terms shall have the meanings set out below and cognate terms shall be construed accordingly. In the event of any conflict between these definitions and those in the Agreement, the terms in the Agreement shall prevail.
Agreement: The SaaS Agreement entered into by and between Diesta and the Customer.
Application Program Interface (API): A set of rules and protocols enabling software applications to communicate with the Services, facilitating automated data exchange.
Availability (%): The percentage of time the Services are operational and accessible to the Customer, excluding Scheduled Maintenance and any downtime caused by any SLA exclusion in clause 6 (Exclusions).
Downtime: Any period where the Services are unavailable excluding Scheduled Maintenance and any downtime caused by any SLA exclusion in clause 6 (Exclusions).
Emergency Maintenance: Maintenance necessary to address urgent issues affecting security, performance, or availability of the Services and that is not Routine Maintenance.
Maintenance Window: The designated time for Routine Maintenance, scheduled for Thursdays from 6:00 PM – 10:00 PM UK time.
Normal Business Hours: 9:00 AM – 6:00 PM UK time, Monday to Friday, excluding bank holidays.
Routine Maintenance: Planned updates, enhancements, or improvements to the Services performed during a Maintenance Window.
Services: the subscription services provided by Diesta to the Customer under the Agreement via portal.diesta.co.uk or any other website notified to the Customer by Diesta in writing from time to time.
Scheduled Maintenance: Pre-planned maintenance to the Services, including Routine Maintenance and Emergency Maintenance that can be pre-planned.
Status Page: Diesta’s public service status portal available at https://status.diesta.co.uk/ through which the Customer may view real-time service information relating to the Services and subscribe to receive notification emails for maintenance and incidents.
Support Services: Diesta’s operational policy made available on Diesta’s Trust Vault, describing the support processes, channels and practices available to Customers in relation to the Services.
Third-Party Services: external systems selected, controlled or operated by or on behalf of the Customer or third parties in connection with the Agreement.
Service Availability
3.1. System Availability
3.1.1. Diesta shall use commercially reasonable efforts to maintain 99.5% Availability for the Services, 24 hours a day, seven days a week, measured over each calendar month, excluding Scheduled Maintenance and any downtime caused by any SLA exclusion in clause 6 (Exclusions).
3.2. Support Services
3.2.1. Diesta’s Support Services are available during Normal Business Hours.
3.2.2. For full details on what is included and how to request support, refer to Diesta’s Support Services Policy as made available at https://trust-vault.diesta.co.uk (or such other URL as notified by Diesta from time to time).
Maintenance & Downtime
4.1. Scheduled Maintenance
4.1.1. Diesta performs Scheduled Maintenance outside Normal Business Hours. Scheduled Maintenance does not count towards Downtime calculations.
4.1.2. Diesta schedules Routine Maintenance during the Maintenance Window.
4.1.3. Sometimes, Diesta may need to perform Emergency Maintenance outside the Maintenance Window. Where reasonably practicable, Diesta will use commercially reasonable efforts to provide the Customer with advance notice and to schedule and perform such Emergency Maintenance outside Normal Business Hours.
4.1.4. Scheduled Maintenance, including Routine Maintenance and any Emergency Maintenance that can be pre-planned, will be communicated via the Status Page. Customers should subscribe to the Status Page to receive notification emails.
4.1.5. Please note: Diesta ensures the continuity and integrity of automated data feeds through a resilient ingestion process that continues to operate during Scheduled Maintenance and Emergency Maintenance, preventing any loss of data.
4.2. Emergency Maintenance
4.2.1. In urgent situations, Diesta may be unable to pre-plan Emergency Maintenance or Emergency Maintenance may be required to be performed during Normal Business Hours.
4.2.2. Diesta will use commercially reasonable efforts to provide notice via the Status Page. Customers should subscribe to the Status Page to receive notification emails, and Diesta will provide as much advance notice as reasonably possible in the circumstances.
4.2.3. Diesta will make all commercially reasonable efforts to minimise disruption caused by such Emergency Maintenance, and real-time updates will be provided on the Status Page.
4.2.4. Please Note: Emergency Maintenance that is not pre-planned counts towards Downtime unless it lasts less than 30 (thirty) minutes and does not result from a known, unresolved issue.
Customer Responsibilities
5.1. To maintain optimal performance of the Services, Customer should:
5.1.1. Provide complete and accurate issue reports, including descriptions, steps to reproduce the issue, supporting evidence (such as logs and screenshots), and the impact on their operations.
5.1.2. Ensure timely cooperation with Diesta, including providing access to relevant personnel, systems, and testing environments required for troubleshooting, diagnosis, or resolution activities.
5.1.3. Maintain IT systems and integrations in accordance with Diesta’s technical specifications and promptly notify Diesta of any material changes that may affect connectivity, data feeds, or service performance.
5.1.4. Manage and review user access requirements, ensuring that account permissions are appropriate, up to date, and removed when no longer required.
5.1.5. Ensure all users comply with the Diesta Terms of Use, including security, authentication, and data-handling obligations.
5.2. Failure to meet these responsibilities may limit Diesta’s ability to meet the Availability commitments set out in this SLA.
Exclusions
6.1. The SLA does not cover:
6.1.1. Maintenance Activities, including:
Routine Maintenance conducted within the Maintenance Window.
b. Pre-planned Emergency Maintenance conducted outside Normal Business Hours.
c. Emergency Maintenance during Normal Business Hours that lasts less than 30 (thirty) minutes and does not result from a known, unresolved issue.
6.1.2. Force Majeure Events
Events outside Diesta’s reasonable control, including (but not limited to) natural disasters, acts of war or terrorism, civil unrest, governmental or regulatory actions, widespread power outages, internet backbone failures, or large-scale cyberattacks.
6.1.3. Customer-Caused Disruptions
Use of the Services in an unauthorised, improper, or non-compliant manner, including breaches of the Agreement.
Failures or performance issues caused by Customer’s Connected Applications, systems, networks, devices, third-party integrations, misconfigurations, expired or invalid credentials, or changes made without prior notice to Diesta.
Customer network, firewall, VPN, or internet connectivity issues.
6.1.4. Sub-Processor Resilience
Diesta relies on certain Sub-Processors to deliver the Services, as defined in the Data Processing Agreement (DPA) located on Diesta’s website and accessible at: diesta.co.uk/legal/data-processing-agreement, as may be updated by Diesta from time to time. Diesta conducts reasonable due diligence and ongoing monitoring of its Sub-Processors in line with industry standards and Diesta’s internal policies.
For the purposes of calculating Availability, the Services shall not be considered unavailable to the extent any downtime, degradation, or latency is caused by a Sub-Processor or other third-party infrastructure on which the Services depend, except where such downtime results from Diesta’s failure to implement reasonable safeguards, configurations, or resilience measures within Diesta’s control.
For clarity, Diesta remains responsible for its own actions, omissions, and configurations, but is not responsible for inherent failures, outages, or performance issues within a Sub-Processor’s own platforms or services which are outside Diesta’s reasonable control.
6.1.5. Third-Party Service Dependencies
Service disruptions, delays, or degraded performance caused by Third-Party Services outside Diesta’s control. This includes (but is not limited to):
Open Banking providers (e.g. Plaid);
Banking infrastructure and APIs;
Payment Service Providers (e.g. PCL, Stripe); and
Policy Administration System (PAS) or any third-party system or data feed, including delayed, missing, inaccurate, corrupted or otherwise erroneous data that impact reconciliation or payments.
b. For clarity, these Third-Party Services are not Sub-Processors under the DPA.
6.1.6. Proof of Concept Services
Services provided under the Proof of Concept (POC) Agreement, or other beta and trial services unless otherwise agreed in writing by Diesta.
SLA Review & Revisions
7.1. Diesta reserves the right to update this SLA to reflect service, performance, or policy changes.
7.2. Diesta will provide the Customer with prior written notice of any material changes to the SLA.
Remedies
8.1. In the event Diesta does not meet the Availability commitments in this SLA, Diesta will offer extended support hours at no additional charge to assist the Customer in mitigating the impact of not meeting the Availability. These extended hours will be available until the issue is resolved, ensuring timely support and a continued high level of service.
