Service Level Agreement

What this page is

This is a summary of how Verdict approaches service levels. It is not a contract, it does not create commitments, and it is not the document your organization would rely on.

The service levels that apply to a client are set out in that client’s agreement. They are scoped to the engagement, because what a reasonable commitment looks like depends on what we are running and what it supports.

Availability

The client portal is the record of your compliance work, and we treat its availability accordingly. We operate it to be available on a continuous basis, with monitoring in place and planned maintenance scheduled and notified in advance.

Where an engagement calls for a defined availability commitment, that commitment is agreed in writing as part of the contract rather than asserted here.

Support

Clients have a named point of contact for their engagement and a support channel for the portal. Issues are triaged by the effect they have on your work, so something blocking a deliverable is not queued behind a cosmetic defect.

Response targets, coverage hours, and escalation paths are agreed per engagement and recorded in the contract.

Maintenance and changes

Planned maintenance is scheduled to minimize disruption and communicated to affected clients ahead of time. Where a change would alter how you work with the portal, we tell you before it ships rather than after.

Urgent maintenance addressing a security or integrity issue may be performed without the usual notice. We tell you what happened and why.

Continuity of the record

Your compliance record is the point of the engagement. Our continuity arrangements are built around keeping it intact and retrievable, and they are described in the agreement alongside retention and return-of-data terms.