Legal

Service Level Agreement

Last updated: May 2026

Horse Racing Trader targets 99.5% monthly uptime for the application layer. This SLA applies to the Horse Racing Trader application only — it does not cover Betfair Exchange, Betfair API, or any third-party service.

1.Scope

This Service Level Agreement ("SLA") covers the availability of the Horse Racing Trader web application ("the Service"), operated by Bug Hutch Ltd. It applies to all active subscribers during their paid billing period.

This SLA does not cover Betfair Exchange availability, Betfair API availability, Stripe payment processing, or any other third-party service that the Service depends on. Downtime caused by these third parties does not count against our availability target.

2.Availability target

We target 99.5% monthly uptime for the application layer, measured as the percentage of minutes in a calendar month during which the Service is available and responsive to authenticated users.

—99.5% monthly uptime permits approximately 3.6 hours of downtime per month.

—Availability is measured from our hosting provider (Vercel) infrastructure logs.

—Scheduled maintenance windows (see Section 4) are excluded from availability calculations.

3.Exclusions

The following are excluded from availability calculations and SLA commitments:

—Betfair Exchange or Betfair API downtime, degradation, or suspension

—Scheduled maintenance notified in advance (Section 4)

—Downtime caused by your internet service provider, browser, or device

—Force majeure events: acts of nature, government actions, widespread internet infrastructure failures

—DDoS attacks or other malicious third-party activity outside our reasonable control

—Failures in AI inference providers (Anthropic) affecting AI engine outputs only — the core trading interface remains available

4.Scheduled maintenance

—Scheduled maintenance is planned outside peak UK horse racing hours where possible (typically Monday–Thursday 00:00–06:00 UK time).

—We will provide at least 24 hours advance notice of scheduled maintenance via the status page and/or email.

—Emergency maintenance required to address critical security vulnerabilities may be deployed without advance notice.

5.Incident response

—Critical (Service unavailable): We target acknowledgement within 30 minutes and resolution within 4 hours during UK business hours.

—Major (significant degradation): Acknowledgement within 2 hours, resolution within 24 hours.

—Minor (partial feature unavailability): Resolved in the next scheduled deployment.

To report an incident: support@horseracingtrader.com

6.Service credits

If monthly uptime falls below 99.5% in a given calendar month (excluding the exclusions in Section 3), affected subscribers may request a pro-rata service credit for the affected period.

—Credits must be requested within 14 days of the end of the affected month.

—Credits are applied to the next billing period and are not paid as cash.

—Credits are the exclusive remedy for availability failures under this SLA.

—Credits do not apply to trial periods or months in which your subscription was cancelled.

7.Important limitation

Horse Racing Trader is trading software used in live financial markets. You must maintain direct access to your Betfair account at all times as a fallback. Do not rely solely on Horse Racing Trader to manage open positions during live trading. Bug Hutch Ltd accepts no liability for trading losses arising from service unavailability — see the Terms of Service and Risk Disclosure.

8.Contact

SLA queries and credit requests: support@horseracingtrader.com