Support & Service Level Agreements

Support & Service Level Agreements

Service Availability

Core hours are defined to mean 9.00am to 5.30pm.

The standard availability of our hosted software is 24x7x365

Planned maintenance for upgrades or infrastructure changes are communicated in advance and are all performed outside of core hours.

Target – 99.6%
Achieved in past 12 months – 100%


End-user support is typically available from 9am to 5:30pm Monday to Friday (excluding public holidays) via telephone, e-mail and our web portal.

End- user support availability can be extended from 8am to 6pm (excluding bank holidays) at additional cost.

Technical or “Finance and Administration” support provides assistance with the administrative functions of MyExpenses as well as help with payment batches and other more complex activities and the escalation of issues that cannot be resolved through the tools available within the system.

All calls will be answered and completed by our UK based helpdesk team.

Support SLA Targets

Our SLA targets are based on working hours.

SLA Target – 95%
Achieved in past 12 months – 97.5%


The system has failed, or an error is preventing a live process from working, and there is no workaround available.

Response time 1 hour
Time to fix 1 day


A serious error has been identified in the live system, where a workaround is available.

Response time 4 hours
Time to fix 2 days


An issue has been identified that is not preventing processes from running but is causing an annoyance.

Response time 8 hours
Time to fix 10 days

Cosmetic / Requests

A non-essential request that would improve the system in some way.

Response time 24 hours
Time to fix No fixed time

Get support

Still stuck? Our support team are here to help, available every weekday from 8.30am to 6pm. Call +44 (0) 1270 611800

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