Service Commitments

1. Availability targets

Building and workspace access — available during the published operating hours of your location, and 24x7 where your plan includes it.
Internet connectivity — target availability of 99.5% per calendar month, measured at the building handoff, excluding planned maintenance.
Power — backed by generator or UPS such that workstations and network equipment remain powered during a mains outage.
Meeting room equipment — display, connectivity and conferencing hardware checked before each confirmed booking.

2. Support response targets

Urgent — total loss of access or connectivity affecting multiple occupants: first response within 1 working hour.
High — service affecting a single customer: first response within 4 working hours.
Normal — general requests and questions: first response within 1 working day.
Low — enhancement and information requests: first response within 2 working days.

Working hours are the published operating hours of your location. First response means a human reply on the ticket, not necessarily a resolution.

3. Planned maintenance

Planned maintenance that may interrupt service is notified at least 48 hours in advance where practicable and is scheduled outside core hours whenever possible. Planned maintenance is excluded from availability calculations.

4. Exclusions

These commitments do not apply to interruptions caused by events outside our reasonable control, including utility failures at grid level, telecom carrier outages, civil authority action, natural events, or by your own equipment, configuration or conduct.

5. Service credits

Where measured internet availability falls below the monthly target for reasons within our control, a credit is applied against the next invoice on a pro-rata basis for the affected period. Credits are the sole remedy for missed availability targets and must be claimed through the helpdesk within 30 days of the affected month.

6. Escalation

If a response target is missed, reply on the same ticket requesting escalation. The ticket is reassigned to a manager who will contact you directly.