Service levels
The operating commitments behind our platforms.
Availability
Production platforms target 99.5% monthly availability, measured excluding scheduled maintenance notified at least 72 hours in advance.
Support hours
24/7 network operations centre monitoring with defined escalation paths. Business-hours support for configuration and non-urgent change requests.
Response targets
Critical incidents — service unavailable or patient-safety impacting — acknowledged within 30 minutes, with a 4-hour response commitment. High severity within 4 hours. Standard within one working day.
Escalation
Unresolved critical incidents escalate automatically to engineering leadership at defined intervals rather than on request.
Maintenance
Scheduled maintenance runs in agreed low-utilisation windows. Emergency security patching may occur outside these windows with notification.
Backup and recovery
Encrypted backups with defined recovery point and recovery time objectives, tested on a scheduled cycle rather than assumed.
Reporting
Monthly service reports covering availability, incident history, response performance against target and open actions.
This page summarises our operating commitments. The governing terms are those in the executed agreement with your institution.