Legal
Service level agreement
Last updated 13 August 2026. This SLA forms part of our terms of service.
Priority definitions
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Complete outage affecting the whole business, or an active security incident | Email down company-wide, ransomware detected, all users unable to work |
| P2 — High | Major function unavailable, or multiple users blocked | A department cannot access a core system, server offline, shared drive unavailable |
| P3 — Normal | Single user blocked, or a function degraded with a workaround | One laptop won't boot, printer offline, application error for one person |
| P4 — Low | Request, question or change with no work stoppage | New starter setup, software install, access request, how-to question |
Response targets by tier
Response time is measured from receipt of the request to a substantive human or automated response, not to resolution. The AI helpdesk operates 24/7 on all tiers and typically responds in under two minutes.
| Priority | AI Support | Managed | Managed Plus |
|---|---|---|---|
| P1 — Critical | 4 business hours | 1 hour 24/7 emergency line | 15 minutes 24/7/365 |
| P2 — High | 8 business hours | 2 business hours | 1 hour |
| P3 — Normal | 1 business day | 4 business hours | 2 business hours |
| P4 — Low | 2 business days | 1 business day | 4 business hours |
| Automated requests | <2 minutes | <2 minutes | <2 minutes |
Business hours are 8:00am–6:00pm local time, Monday to Friday, excluding public holidays in the customer's jurisdiction.
Service credits
If we miss a stated response target, the customer may claim a service credit against the following month's fees. Claims must be submitted within 30 days of the missed target.
| Missed targets in a calendar month | Credit |
|---|---|
| One P1 target | 5% of monthly fee |
| Two or more P1 targets | 10% of monthly fee |
| More than 10% of all requests in the month | 10% of monthly fee |
| More than 25% of all requests in the month | 25% of monthly fee |
Service credits are the exclusive remedy for missed response targets and are capped at 25% of the monthly fee in any month.
Exclusions
Response targets do not apply where delay is caused by: the customer's failure to provide access or information; third-party outages outside our control including Microsoft, ISP and vendor failures; force majeure; scheduled maintenance notified at least 48 hours in advance; work outside the contracted scope; or an environment where the customer has declined a remediation we classified as critical and documented in writing.
Scheduled maintenance
Planned maintenance is performed outside business hours wherever possible and notified at least 48 hours in advance. Emergency security patching may be applied without prior notice where a delay would create material risk; we notify as soon as practical afterwards.
Escalation
If you are not satisfied with progress on any request, you may escalate. Managed customers escalate to their named account engineer, then to the service manager. Managed Plus customers have a dedicated escalation manager with a direct contact published in their onboarding pack. Escalation contacts are reviewed at each technology review.
Reporting
Monthly reporting includes request volume, response time performance against target, automation resolution rate, patch compliance and security posture. Managed and Managed Plus customers receive this as part of their review cadence; AI Support customers receive an automated monthly health report.
Questions about this SLA: [email protected]