Plan service levels

Updated 17 October 2026.

An agreement for your operations

This page explains how we define ongoing support. Each service agreement identifies covered systems, channels, hours, time zone and authorised contacts. Selecting a plan in the quote builder does not create an SLA or around-the-clock support.

Priority and follow-up

Incidents are classified by impact and urgency: service interruption, degraded operation or change requests. The agreement defines intake, follow-up and escalation. An initial response confirms that the case is being handled; it does not mean resolution. Timelines are set in the proposal for each service, without generic response promises.

Backups and recovery

The proposal defines backup scope, frequency, retention, location, access and restore testing. Recovery objectives are agreed against needs and contracted resources. No universal recovery time or absence of data loss is guaranteed. Restores require validation that backups and access are available.

Dependencies and changes

Licences, external providers, client access and out-of-scope changes may affect service. Planned maintenance, exclusions, availability measurement or service credits must be stated in the agreement before acceptance, respecting applicable rights. We can review the scope with you as your operations change.