1. Managed estate and onboarding
The order lists the covered tenants, domains, sending applications, security and archive platforms. Onboarding establishes access, incident routes, approvals and system records. Cover begins once terms are agreed and the order’s deposit is received, unless the order specifies a later service start date. The incident response clause below defines the clock for existing and subsequent incidents.
2. Included ownership
We provide a named incident owner, provider coordination and progress updates for covered email incidents through agreed closure. These coordination activities are included in the monthly service. We maintain the agreed operating documentation and review outstanding risks and actions at the cadence stated in the order.
3. Incident response commitment
Managed Email includes an engineer response within four coverage hours, 08:00–20:00 every day, Monday–Sunday, including bank holidays, in Europe/London time. Cover starts once the terms are agreed and we have received the deposit specified in your order, or on a later service start date recorded in that order. For an incident already reported through the agreed support route, the clock starts when cover begins. Subsequent incidents start their own clock when reported; no new deposit is required for each incident. The clock pauses outside coverage. With cover active, an incident reported at 18:00 is due a response by 10:00 the next day; one reported after 20:00 is due by 12:00 the next day. Response means an engineer contacts you with an initial assessment or a request for further information. Automated acknowledgements do not count. Resolution depends on the incident and external dependencies.
4. Engineering and employee support
Four hands-on engineering hours per month are included, plus any additional hours purchased in the order. They are distinct from the response commitment and included case coordination. Direct employee support is included only when selected and uses the same engineering allowance. Unused engineering hours expire at month end unless the order states otherwise. We record usage and seek approval before additional chargeable engineering; exhausting an allowance does not remove the included incident response or case coordination.
5. Scope boundaries
New projects, migrations and substantial redesign require separate approval. Licences and third-party service charges are excluded unless itemised. Your IT/security teams retain their agreed responsibilities. We follow the access, incident and change-control framework recorded at onboarding; no blanket production-change authority is implied.
6. Term and exit
The initial term is three months from the agreed service commencement date, then renews monthly. Either party may give 30 days’ written notice to end at or after the initial term, with the effective date recorded. Monthly fees and onboarding payment dates are in the order. We agree a documented handover, open-case status, access removal and data return/deletion. Any extra transition engineering is scoped and approved in advance.
7. Service reviews and missed commitments
The order states service reporting and escalation contacts. A missed response commitment is recorded and reviewed with corrective action and senior escalation. No automatic service-credit scheme is included in this draft; any credit or remedy must be agreed in the order, without removing statutory or contractual remedies. 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.