Last updated: 23 July 2026. View change log.

This Schedule sets out how we prioritise and handle support requests and incidents under the Partner Agreement. It applies to all partners and all services unless a Partner Order expressly states otherwise.

1. Scope and Principles

  1. We provide support for services we supply and within the scope defined by the applicable service descriptions, schedules and Partner Orders.
  2. We deliver support on a reasonable endeavours basis unless a specific service level commitment is expressly stated.
  3. Nothing in this Schedule guarantees resolution times or outcomes.

2. Support Channels

  1. Support requests may be logged by telephone, email, portal or other channels we make available from time to time.
  2. Where agreed, we may provide first-line support directly to End Customers on your behalf.
  3. You may also act as a route for logging or escalating support requests.

3. Priority Levels

  1. We prioritise support requests based on impact and urgency, acting reasonably.
  2. Indicative priority levels may include:
    • Priority 1 (Critical): Complete service outage or severe business impact affecting multiple users or critical systems.
    • Priority 2 (High): Significant degradation of service or functionality with limited workarounds.
    • Priority 3 (Normal): Standard incidents or requests with minimal business impact.
    • Priority 4 (Low): Minor issues, requests for information, or non-urgent changes.
  3. We may reclassify priorities where the reported priority does not match the actual impact.

4. Response and Resolution

  1. Response and resolution targets, where applicable, are set out in the Partner Order or relevant service schedules.
  2. Response times are measured from the time a request is logged through an approved channel.
  3. Resolution times may be affected by:
    • third-party dependencies;
    • Vendor response times;
    • availability of End Customer personnel;
    • unsupported or non-compliant environments.

5. Incident Handling

  1. An incident is an unplanned interruption or reduction in quality of a service.
  2. We will investigate incidents within the limits of service scope and access.
  3. Where required, we may engage Vendors or third parties as part of incident resolution.

6. Customer-Caused and External Incidents

  1. Incidents caused by End Customer actions, third-party systems, unsupported changes or misuse may be treated as out of scope or chargeable.
  2. We are not responsible for incidents arising from factors outside our reasonable control.

7. Communication and Updates

  1. We will provide updates on incident progress where reasonably practicable.
  2. The frequency and method of updates may vary based on incident severity and available information.

8. Major Incidents

  1. A major incident is an incident with widespread or severe business impact.
  2. We may put an incident management process in place to coordinate response and communication.
  3. We may provide post-incident reviews at our discretion or where a service commitment requires them.

9. Requests and Changes

  1. We prioritise service requests and changes separately from incidents.
  2. Requests for work outside standard support scope may be quoted separately.

10. Order of Priority

  1. If there is a conflict between this Schedule and the Partner Agreement, this Schedule prevails for support prioritisation and incident handling.
  2. If there is a conflict between this Schedule and a Partner Order, the Partner Order prevails.