Service Level & Support Policy

This policy defines support priorities and target response times. It applies only where an Order expressly includes support or incorporates this SLA.

1. Support hours

Standard support hours are 09:00 to 17:30 UK time on Business Days. Requests received outside those hours are treated as received at the start of the next support period unless an out-of-hours plan is included or emergency attendance is accepted at the applicable rate.

2. How to request support

Support must be raised through the authenticated customer portal or another agreed channel. Social media, personal messaging, informal conversations and messages to individual engineers are not monitored support channels.

The Client must provide the affected Service, Site, users, symptoms, start time, business impact, screenshots, error messages and reasonable diagnostic access. We may reprioritise a ticket if the reported impact is inaccurate.

3. Priority definitions and response targets

A response target is not a resolution guarantee. Resolution depends on diagnosis, access, Client cooperation, supplier response, parts, change approval and technical complexity.

4. Availability objective

Where an Order states a monthly availability objective, availability is measured at the Service boundary we control using our monitoring data. If no objective is stated, the Service is supplied on a commercially reasonable basis without a contractual uptime percentage.

5. Excluded downtime

Availability calculations exclude:

• announced maintenance and emergency maintenance;
• Client-requested downtime, configuration or testing;
• Client, venue, user, landlord or third-party acts or omissions;
• internet, carrier, power, DNS, cloud, supplier, payment, email, SMS or API failure outside our control;
• security attacks, abuse, excessive traffic and force majeure;
• unsupported systems or failure to implement a required remediation;
• suspension permitted by the Agreement; and
• monitoring gaps that do not correspond to actual Service unavailability.

6. Maintenance

We will give reasonable notice of planned disruptive maintenance where practical. Emergency work may occur without notice. Maintenance may require temporary interruption, logout, restart, failover or reduced functionality.

7. Client cooperation

Response targets pause while awaiting Client information, access, approval, test results, third-party action or a suitable maintenance window. A ticket may be closed after reasonable attempts to obtain a response.

8. Service credits

No service credit applies unless the Order states an availability commitment and credit formula. Where applicable, the Client must claim a credit within 10 Business Days after the affected month and provide supporting details.

Credits are the exclusive financial remedy for failure to meet a stated availability objective, are capped at 10% of the affected monthly recurring Charge and cannot be exchanged for cash. Credits do not apply if the account is overdue or the outage is excluded.

9. Major incidents

For a qualifying major incident within our control, we may provide a summary of impact, timeline, cause and corrective action. Security-sensitive and third-party confidential information may be withheld.

10. Changes and requests

Support fixes restore existing function. New features, redesign, integrations, migrations, training and substantial configuration are changes or projects and may be separately quoted.