Service Level AgreementReliability you can put in the contract.
The Change Intelligence Platform runs alongside your transformation in real time - so the same rigor we hold change programs to, we hold ourselves to. Measured uptime, defined response times, and a clear path when something breaks - written down.
Every service, every day, in the open.
No private dashboards. The same reliability record clients see is the one we report against the SLA - incidents included.
A 99% uptime commitment, and the math behind it.
Measured against the production platform, excluding scheduled maintenance announced ahead of time.
The 99% target excludes the following, which sit outside the scope of this commitment:
- Scheduled maintenance windows
- Force majeure events
- Third-party outages outside TCA control
- Client-side network or configuration issues
What this SLA covers
This Service Level Agreement sets out the support structure, response commitments, and operational standards that apply to your use of the Change Intelligence Platform. It describes how we handle issues, how quickly we respond, and how we keep the platform running.
Support covers the things you rely on day to day: platform access and authentication, core functionality and dashboards, remediation of confirmed bugs, supported integrations, and coordinated incident response when something goes wrong.
These commitments apply to production environments, the modules included in your engagement, and the integrations we have approved and configured with you. Trial, sandbox, and demo environments - and anything outside the agreed scope - fall outside this SLA.
How to reach us
Support email
Designated channels
System & project requests
Critical escalation
When something breaks, here's exactly what happens.
Complete platform outage or major functionality failure - platform unavailable, data corruption, login failure across all users, or a critical integration failure.
Major functionality impacted, platform partially operational - dashboard failures, reporting errors, significant workflow disruption, or performance degradation.
Non-critical issue with a workaround available - minor calculation issues, UI bugs, delayed sync, or limited feature disruption.
General inquiries, cosmetic issues, and non-urgent items - visual formatting, minor UX, clarification requests, or low-impact bugs.
Resolution timelines may vary depending on complexity, third-party dependencies, integration issues, or required client collaboration.
How we handle incidents
How to submit an issue
Your dedicated Change Agent logs the issue on your behalf through the platform. They confirm the details with you, classify the severity, and remain your point of contact until it is resolved.
Raise the issue yourself through the platform's built-in support request flow, or by email to [email protected]. We acknowledge it, classify the severity, and route it to the right team.
The incident process
01Issue Intake
The issue is logged through the platform or a designated channel, with the details, context, and any examples needed to understand it.
02Initial Triage
We acknowledge receipt, confirm we can locate or reproduce the issue, and gather any information that is still missing.
03Severity Classification
The issue is assigned a severity from 1 to 4 based on its impact and urgency, which sets the response and resolution targets that apply.
04Investigation
The responsible team investigates the root cause - reviewing logs, configuration, integrations, and recent changes as needed.
05Resolution Planning
We determine the fix or workaround, the steps involved, and any dependencies or client input required, and communicate the plan.
06Status Updates
You receive updates appropriate to the severity through to resolution. Severity 1 issues are updated continuously until service is restored.
07Remediation
The fix or workaround is applied. Where a permanent fix needs a release, an interim workaround is put in place wherever possible.
08Validation
We confirm the issue is resolved and the affected functionality is working as expected, alongside you where validation needs your input.
09Closure
The issue is closed once it is resolved and confirmed, with a short record of what happened and what was done.
Escalation
Functional / Operational
Workflow clarification, unexpected outputs, access or permission issues. Handled by your Change Agent or Admin / Platform Support.
Technical
Backend, database, API, or integration investigation - broken logic, scoring errors, sync failures. Handled by Admin / Platform Support with a developer.
Critical / Executive
Platform outage, major data issue, security concern, or impact across multiple users or clients. Handled by TCA leadership with the technical lead.
How escalation works
- 01An issue is first handled at the level that matches its nature - most are resolved at L1.
- 02If it cannot be resolved there, or its impact grows, it moves to the next level with the context already gathered.
- 03Severity 1 and security issues move to L3 immediately, in parallel with continued work at the lower levels.
- 04A clear owner and point of contact are maintained at every step until the issue is closed.
If we miss the mark, here's the remedy.
Unless otherwise agreed in writing, this SLA does not provide automatic financial service credits. In the event of significant service disruption, both parties work collaboratively toward remediation - with a clear owner, a defined plan, and updates through to resolution.
- Transparent measurementReliability is read from the same status record shown above - nothing private.
- A worked remediation pathSignificant disruption triggers the incident and escalation process, not a claims queue.
- Your contract firstAny credit or remedy in your signed agreement takes precedence over this page.
What we ask of you
- Maintain accurate user access management.
- Provide timely information when an incident is raised.
- Use supported browsers and devices.
- Manage internal connectivity and network environments.
- Communicate internal project and configuration decisions clearly.
- Support testing and validation where required.
Backup, recovery & security
Backup & recovery
We maintain regular backups and the infrastructure needed to restore service after a disruption. Our backup coverage includes:
- Database backups
- Secure storage
- Backup retention
- Infrastructure redundancy
- Disaster recovery
Recovery restores the records that keep your engagement intact:
- Platform configuration
- Project and portfolio records
- User and role data
- Templates
- Operational records
Security incident handling
Where a security incident occurs, we follow a defined process to protect your data and restore normal service:
- Detection and investigation
- Risk mitigation
- Containment
- Service restoration
- Client communication for material incidents
Updates, integrations & feature requests
Product updates
Feature requests
Integration support
Exclusions
The following sit outside the scope of this SLA:
- Client-side hardware or network issues
- Unsupported browsers or devices
- Third-party outages beyond TCA's control
- Unauthorised modifications by client users
- Custom development outside agreed scope
- Training beyond included onboarding
- Configuration changes beyond commercially agreed scope
- Strategic consulting outside the support scope
Review & amendments
This SLA is reviewed periodically as the platform and our engagement evolve. It changes over time because:
- Platform capabilities expand over time
- Operational requirements change
- Integrations increase
- Service models mature
Both parties may review and update this SLA periodically through mutual written agreement.
Put the standards in your contract.
A Change Agent will walk you through the full SLA against the kind of program you're running - and tailor coverage to it. One business-day reply, no sales pitch.
This SLA describes the support and service standards that apply to the Change Intelligence Platform today and is updated as the platform evolves. Where this document and your signed agreement with The Change Agency differ, your agreement governs.