Our commitments, in the agreement's own words
These are the coverage, response-time and credit clauses from Schedule A of our service agreement, quoted as written rather than paraphrased.
The homepage summarises these commitments in five lines. This page shows the clauses they come from, so you can check them before you talk to us. The full agreement stack is available on request before you sign anything.
Coverage hours
| Plan | Standard hours | Outage support |
|---|---|---|
| Foundation | 8:30 to 5:00, Monday to Friday | During standard hours |
| Complete | 8:30 to 5:00, Monday to Friday | Emergency line for outages, extended hours |
| Complete + Automation | 8:30 to 5:00, Monday to Friday | Emergency line for outages, extended hours |
Excludes statutory holidays in British Columbia. Work requested outside standard hours is billed at the after-hours rate unless it is a covered outage.
Priority levels and response targets
"Response" means the time until a real person begins working the issue, not the time to a full fix. Targets are measured within coverage hours.
| Priority | Meaning | Example | Response target (Complete / +Automation) | Response target (Foundation) |
|---|---|---|---|---|
| P1: Critical | Business stopped. Multiple users or a core system down. | Email down for the office; server offline; suspected security incident. | 30 minutes | Same business day |
| P2: High | One user or function badly impaired; a workaround may exist. | One person cannot work; a key app failing. | 2 business hours | Same business day |
| P3: Normal | Standard request or minor issue. | New user setup; software install; single device fault. | 1 business day | 2 business days |
| P4: Low / scheduled | Planned work, questions, improvements. | A change request; a "how do I" question. | 2 business days | 3 business days |
The Provider sets the initial priority using these definitions and adjusts it as the situation becomes clearer. The Client can ask for a review of any priority.
Exclusions from response targets
Response targets do not apply during: agreed maintenance windows; force majeure; Client-caused delay (for example, no access or no approval); and periods where the Client account is suspended for non-payment.
Remedy
If the Provider misses a response target in section 2 for reasons within its control, the Client is entitled to a service credit of 10% of that month's recurring service fee.
| Term | Provision |
|---|---|
| Trigger | Any missed response target in section 2, for a reason within the Provider's control |
| Amount | 10% of the recurring service fee for the month in which the miss occurred |
| Frequency | Once per calendar month, regardless of how many targets were missed in that month |
| How to claim | Tell us. No questions asked, no form. Claims must be made within 30 days of the miss |
| Applied | As a credit on the next invoice |
Section 7 exclusions still apply: time lost to causes outside the Provider's control does not count against a response target and does not trigger a credit.
This is the Client's sole remedy for missed response targets. The SLA sets targets, not guarantees of resolution, and this clause does not create liability beyond the cap in the Master Services Agreement.
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