Service Terms

Scope

Each deployment is scoped to defined departments, user roles, knowledge sources, channels, and integrations. The agreed scope, acceptance criteria, and delivery sequence are documented before implementation begins.

Integrations

Every connection to a system of record is documented with its source, permissions, actions, approval points, and failure path before it becomes part of the delivery scope. Integration availability is deployment-specific and is confirmed during discovery.

Support

Support priority levels, target response times, availability commitments, measurement windows, and escalation routes are set out in the service agreement for the deployment.

Response targets describe time to a qualified human response, not time to resolution.

Changes and optimisation

Interaction data, knowledge gaps, response quality, and support performance are reviewed on an agreed cycle. Changes to scope, knowledge, or integrations follow the change process defined in the agreement.

Precedence

Where a signed service agreement exists, its terms take precedence over this page. This page describes our standard approach and is not itself a contract.