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What are our SLAs?

Support SLAs.

P1
 
 
 
The platform is unavailable and no work can be done, such as the server is unavailable
 
 
 
Response within 1 hour, acknowledgement of receipt and where practicable an initial diagnosis of the reported error provided.
 
 
Reasonable endeavours to resolve within 4 hours.
 
 
Updates at least every 4 hours until resolution.
P2
 
 
 
 A core function of the Platform is significantly impaired, such as severe performance issues.
Response within 4 Business Hours.
 
 
Reasonable endeavours to resolve within 1 Business Day (09:00 - 17:00 working hours, excluding UK bank holidays), or timetable agreed with the Client for resolution.
P3
  • A core function of the Platform is impaired, where the impairment does not constitute a serious issue; or
 
 
  •  
    A non-core function of the Software is significantly impaired.
 
 
Such as unable to run a report, unable to set up new Authorised Users or Sites.
Response within 8 Business Hours if fault reported within Business Hours. (09:00 - 17:00 working hours, excluding UK bank holidays)
 
 
Regular status updates until resolved.
P4
Any impairment of the Platform not falling into the above priorities; cosmetic issues.
 
 
Such as spelling errors, FAQs, training.
Response within 3 business days.
 
 
Resolution according to release schedule.
Change Requests
 Requests for new features, enhancements, or changes to existing functionality within a client instance.
Reviewed on a fortnightly basis by Product, Operations, Engineering, and the C-suite.
 
 
If approved, scheduled within an approximate 6 month delivery window, depending on capacity and competing priorities.
 
 
Delivery timelines are not guaranteed and may change as priorities evolve.