SLA and support

01What this covers, and what it cannot

This document sets out those commitments. It applies where you hold a current support plan with us. Where your signed agreement says something different, that agreement governs.

Availability commitments for the underlying platforms, where they exist, are given by those platforms directly to you as their account holder. We will tell you during scoping what each platform in your stack commits to, and we will help you claim against them where a failure is theirs.

02Support plans

Your plan, its fee, and any agreed variation are set out in your statement of work. Plans can be changed with 30 days' notice.

03Severity and response targets

Severity is assessed on business impact, not on how the problem feels. We will agree the level with you when a ticket is raised, and we will reclassify if the picture changes.

These are targets for response and workaround, not for permanent resolution. Some root causes sit inside a platform we do not control, and in those cases our commitment is to diagnose accurately, apply a workaround where one exists, raise it with the provider, and keep you informed.

04Support versus change requests

Support plans cover keeping what we built working as specified. They do not cover building new things. The line is usually obvious and occasionally not, so here it is.

We will always tell you before starting chargeable work, with an estimate. You will not receive a surprise invoice from us.

05Exclusions

Response targets do not apply, and remediation is chargeable, where the cause is:

• An outage, degradation, deprecation, policy change, or account suspension at a third-party platform
• Exhausted quotas, expired credentials, unpaid platform invoices, or rate limits on your accounts
• Changes made to the system by you or a third party without our involvement
• Your infrastructure, network, devices, or telephony arrangements outside the delivered system
• Incorrect or incomplete data supplied by you
• Use outside the scope of the statement of work, or in breach of our terms or a platform's terms
• Force majeure, as defined in our terms of service
• Periods during which your account is suspended for non-payment

We will still help. The exclusion governs whether the clock and the credits apply, not whether we pick up the phone.

06Raising an issue, and escalation

What to send us

A useful ticket gets a useful answer faster. Please include what happened and what you expected, when it started and whether it is ongoing, how many customers or calls are affected, a call ID, message ID, or timestamp, and anything that changed recently at your end.

Escalation path

1. Level 1. Your day-to-day contact, through your plan's channels.
2. Level 2. Engagement lead, where a target is missed or the issue is not progressing. Reply to the ticket asking for escalation.
3. Level 3. Partner level, for unresolved P1 incidents or repeated misses. Email [email protected] with "Escalation" in the subject line.

P1 issues on a Priority plan may be raised directly by phone to the escalation contact agreed at onboarding. Please follow a call with a written ticket so there is a record.

07Planned maintenance

• We give at least 48 hours' notice of planned work that could interrupt a live system, and we schedule it outside your peak hours wherever possible.
• Emergency maintenance to address a security issue or prevent imminent failure may proceed with shorter notice. We will tell you as soon as we can.
• Planned maintenance windows are excluded from availability measurement and from service credits.
• Platform providers run their own maintenance on their own schedules. We pass on notice where we receive it, but we do not control their timing.

08Platform availability

Because your system's availability is mostly the availability of the platforms beneath it, monitoring those directly is worth your time. During onboarding we give you the status page for every platform in your stack.

Where a platform publishes an SLA to you as its account holder, any credit for their downtime is claimed from them, by you. We will provide the evidence from our monitoring to support the claim. Sciquire does not underwrite third-party availability, and no support plan should be read as doing so.

09Service credits

Where we miss a first-response target on a P1 or P2 issue, and the cause is not excluded above, you may claim a credit against your next support invoice.

• Credits are capped at 30% of the support fee for the month in question.
• Claims must be made in writing within 30 days of the missed target.
• Credits apply to future support fees. They are not refundable in cash.
• Service credits are your sole and exclusive remedy for a missed response target.
• Credits are not available while your account is overdue.

10Monitoring

Standard and Priority plans include monitoring of the systems we operate for you, covering workflow execution and failure rates, integration errors and authentication failures, agent escalation and resolution rates, and unusual volume patterns in either direction. Alerts route to us, and to a channel you nominate where you want visibility.

We review transcripts and error logs on the cadence set in your plan and bring you the pattern rather than the individual incident, because that is where the improvement comes from.

11Ending a support plan

Support plans may be cancelled by either party on 30 days' written notice. On cancellation, and at your request, we will hand over current documentation and runbooks, transfer any monitoring and alerting to your team, confirm which access should be revoked, and provide a reasonable briefing to you or an incoming provider. Time spent on handover beyond a brief transfer is charged at our standard rates.

Because your platform accounts are in your name and your configurations are documented and exportable, ending support does not switch your systems off. They keep running. What stops is us watching them.