This page records changes to our legal documents. We keep the previous version of each document at its own dated web address, so you can always see what a document said before it was updated.

5 August 2026

  • A new Schedule 5 – Website Maintenance and Support was added to the Web Development Master Services Agreement. It defines what maintenance covers (incidents and information requests), confirms that changes and additions are development work quoted separately, sets out supported browsers and devices (current, vendor-supported technology), and explains how ageing platforms are handled at renewal.
  • The IT support SLA (Annex A) now states explicitly that the listed Service Desk channels are the only channels that create tickets and carry SLA clocks. Messages sent via personal messaging apps, SMS or social media are not support requests, and informal messages are not instructions or commitments by either party.

31 July 2026

  • The IT support SLA (Annex A) now covers all three ticket types, not just incidents. Incidents, service requests and information requests each have their own definition and their own service-level table. Service and information requests run on a more relaxed response clock than incidents, with completion aims that reflect approvals and procurement lead times; incident service levels are unchanged.
  • The P1–P4 priority definitions were generalised to cover requests and questions as well as faults. A concrete, dated business deadline (for example month-end or payroll-day work) can now raise a request’s priority; urgency wording on its own cannot.

24 July 2026

  • The Partner Agreement now refers to the Common Terms for confidentiality, liability, governing law and general terms, rather than repeating them – keeping one source of truth.

23 July 2026

  • Our Partner Agreement and Master Services Agreements (IT, Web and Cloud) were rewritten in plain English. This was a clarity change – the commercial meaning, prices and service levels were not changed.
  • Support ticket priorities and service levels moved to a P1–P4 model based on the impact and urgency of an issue. First response and regular updates are the service levels we commit to; resolution times are targets we aim for, as they can depend on third parties and on information from you.
  • The terms common to our agreements – confidentiality, liability, governing law, notices, events beyond our control, changes and subcontracting – were brought together into a single Common Terms document that each agreement now refers to.
  • Our confidentiality and data-protection wording was updated and clarified, and a mutual confidentiality clause was added.

22 July 2026

  • The Partner Programme was restructured. White Label Working Arrangements was introduced as Schedule 1, the partner schedules were renumbered, and two partner levels (Registered and Accredited White Label) and a partner application were added.
  • A number of corrections and consistency fixes were made across the legal pages.

The version of each document in force before a given date remains available at that document’s dated web address (for example, look for the “archived version” links).