Last updated: 23 July 2026. View change log.

This Schedule sets out the principles and processes for onboarding and offboarding services under the Partner Agreement. It applies to all partners and all services unless a Partner Order expressly states otherwise.

1. Onboarding Principles

  1. We onboard services in accordance with our onboarding processes in place at the time of onboarding.
  2. Onboarding depends on you providing accurate, complete and timely information.
  3. We may decline or delay onboarding where environments do not meet minimum technical or security standards.
  4. Onboarding timelines are indicative only and may be affected by third-party dependencies, Vendor lead times or End Customer readiness.

2. Information and Access Requirements

  1. You must make sure we are provided with all information reasonably required to deliver services, which may include:
    • contact details and escalation paths;
    • system, network and application details;
    • user lists and access requirements;
    • licensing, tenancy or subscription information;
    • backup, security and monitoring scope (where applicable).
  2. Where access credentials are required, they must be provided securely and kept up to date.
  3. Delays or issues caused by incomplete, inaccurate or outdated information may delay onboarding or affect service delivery.

3. Third-Party Dependencies

  1. Onboarding may require cooperation from third parties, including Vendors, telecoms providers and incumbent IT suppliers.
  2. We are not responsible for delays or failures caused by third-party dependencies outside our reasonable control.

4. Changes During Onboarding

  1. Requests to materially change scope, configuration or delivery during onboarding may result in delays or additional charges.
  2. We may require confirmation of revised scope before proceeding.

5. Offboarding Principles

  1. Offboarding happens where services are terminated or expire in accordance with the Partner Agreement and Partner Order.
  2. You must provide reasonable notice and cooperate to enable orderly offboarding.
  3. Offboarding does not begin until all outstanding invoices are settled, unless we agree otherwise.

6. Offboarding Activities

  1. Offboarding may include, where applicable:
    • revocation of access;
    • handover of documentation reasonably available;
    • export or return of data in standard formats where practicable;
    • coordination with replacement suppliers.
  2. Offboarding assistance beyond standard scope may be chargeable.

7. Data Handling on Offboarding

  1. We handle data return and deletion in accordance with Schedule 4 (Data Protection and Sub-Processing).
  2. Data may be retained where required by law, Vendor constraints or legitimate record-keeping requirements.

8. Vendor Commitments and Constraints

  1. Some services are subject to Vendor-imposed minimum terms, notice periods or early termination charges.
  2. You remain responsible for any such charges arising from offboarding, unless a Partner Order agrees otherwise.

9. Continuity and Risk

  1. We do not guarantee continuity of service during offboarding or migration activities.
  2. You and the End Customer are responsible for making sure there is appropriate continuity, backups and risk management during transitions.

10. Order of Priority

  1. If there is a conflict between this Schedule and the Partner Agreement, this Schedule prevails for onboarding and offboarding matters.
  2. If there is a conflict between this Schedule and a Partner Order, the Partner Order prevails.