Support and Service Schedule
Version date: 15 July 2026
This schedule applies unless the Order Form states different service levels.
1. Support channel and hours
Support email/portal: [SUPPORT CONTACT OR URL]
Standard support hours: [09:00–17:00 UK TIME, MONDAY TO FRIDAY, EXCLUDING ENGLISH BANK HOLIDAYS]
Support requests should include the affected user, school, time, steps taken, screenshots where safe, and the practical impact. Do not email sensitive personal data unless necessary and appropriately protected.
2. Priority levels
| Priority | Description | Initial response target |
|---|---|---|
| P1 Critical | Service unavailable for most users, confirmed serious security incident, or critical loss/corruption of Customer Data with no workaround. | [2 support hours] |
| P2 High | Major function unavailable for many users or severe operational impact, with no reasonable workaround. | [4 support hours] |
| P3 Normal | Limited fault, degraded function or issue with a workaround. | [1 business day] |
| P4 Request | Guidance, configuration question, feature request or minor cosmetic issue. | [2 business days] |
Response targets are targets for acknowledgement and initial assessment, not guaranteed resolution times.
3. Customer cooperation
The Customer must provide reasonable diagnostic information, suitable access and a knowledgeable contact. Time waiting for Customer information is excluded from target measurements.
4. Availability
Proposed monthly availability target: [99.5%].
Availability should be calculated as:
(total minutes in the month – unavailable minutes) ÷ total minutes in the month × 100
Excluded time:
- planned maintenance notified in advance;
- emergency maintenance reasonably required for security;
- Customer systems, configuration, internet or third-party services outside Supplier control;
- suspension permitted by the agreement;
- force majeure;
- beta, preview or free features;
- minor degradation that does not prevent material use.
Do not promise an availability target until monitoring can evidence it.
5. Maintenance
Planned maintenance will normally occur outside core UK school working hours and, where practicable, with at least [5 BUSINESS DAYS]’ notice.
Emergency work may be performed without advance notice where necessary to protect security or service integrity.
6. Backups and recovery
- production backup frequency: [DETAIL];
- backup retention: [DETAIL];
- restoration testing: [FREQUENCY];
- target recovery point: [RPO];
- target recovery time: [RTO].
Backups support disaster recovery and are not a substitute for the Customer’s own records-management and export arrangements.
7. Service credits
[OPTIONAL – DELETE IF NOT OFFERED.]
Where monthly availability falls below the target, the Customer may claim:
| Monthly availability | Credit |
|---|---|
| Below 99.5% but at least 99.0% | 5% of monthly subscription fee |
| Below 99.0% but at least 98.0% | 10% |
| Below 98.0% | 20% |
Claims must be made within 30 days. Total credits are capped at [20%] of the relevant monthly fee and are applied to a future invoice. Credits are not payable where the Customer has overdue fees.
8. Changes and feature requests
Feature requests are considered for product planning but are not commitments unless included in a signed statement of work or Order Form.
9. Escalation
Unresolved material issues may be escalated to [NAME/ROLE/EMAIL].