1. Scope and deliverables
One defined email incident, up to four hands-on engineering hours, agreed remediation within that allowance, and a written outcome recording actions, findings and remaining dependencies. Diagnosis may identify work that requires a separate project. This is an investigation and response engagement, not a guaranteed fix within four hours.
2. Standard and urgent response
Standard timing is agreed at booking. Urgent service adds 50% to the investigation and any additional hours booked on that basis. The response clock requires agreed terms, receipt of the order’s deposit and an incident reported through the agreed route, as defined below. The current initial investigation is payable in full at booking; that payment fulfils the deposit requirement.
3. Urgent response clock
Urgent support: engineer response within two business hours Monday–Friday, or six coverage hours Saturday–Sunday, between 08:00 and 18:00 UK time (Europe/London), including bank holidays. The clock starts once the terms are agreed and we have received the deposit specified in your order, provided the incident has been reported through the agreed support route. For an incident reported later, it starts on receipt of that report. Time outside 08:00–18:00 is paused. The two- or six-hour allowance is set by the day the clock starts; outside coverage, it starts at 08:00 the next day using that day’s allowance. Any remaining hours carry into the next coverage window. Response means an engineer contacts you with an initial assessment or a request for the information needed to proceed. An automated acknowledgement does not count. Resolution depends on the incident. The website preview cannot lodge an urgent request.
4. Authority and evidence
We agree access, incident severity, update frequency and the person authorised to approve containment or production changes. Your emergency-change procedure applies where relevant. We preserve agreed evidence and involve your security team where compromise is suspected. Recipient or vendor records may be necessary and outside our control.
5. Allowance and additional work
We track engineering time and tell you when the allowance is approaching exhaustion. Additional engineering requires written approval of scope and rate; we do not silently exceed the allowance. The written outcome identifies any unresolved work and recommended next action. A known limitation or third-party dependency is not represented as resolution.
6. Closure, fees and cancellation
Closure records whether service was restored, a cause confirmed or further work is required, with customer review against the agreed engagement scope. The order confirms price, response status and payment dates. On cancellation, completed services and approved unavoidable commitments are chargeable on the agreed basis, up to the approved amount. Common business and completed processing terms apply.
The complete agreement
The selected service schedule, business service terms, data-processing agreement where applicable and completed signed order form the engagement. See how we work with your IT team.