Service Levels and Support Policy
Effective Date: 2025-12-15
Version: v1.0
This policy describes standard support and availability targets for Digital CBTe. If an Order Form states different service levels, the Order Form controls.
1. Support hours
- Standard support hours: Monday to Friday, 9:00 a.m. to 5:00 p.m. UK time, excluding UK public holidays.
- Emergency security contact: security@credotherapies.com (24/7 for suspected security incidents).
2. Severity levels and response targets
Severity 1 (Critical): Service unavailable for all users, or material security incident.
- Initial response: 4 hours
- Update frequency: at least every 24 hours until resolved
Severity 2 (High): Major functionality impaired with no workaround, or high-impact defect.
- Initial response: 1 business day
- Updates: every 3 business days
Severity 3 (Normal): Non-critical issue or workaround available.
- Initial response: 3 business days
Severity 4 (Low): How-to questions, feature requests.
- Initial response: 5 business days
3. Availability target
Supplier targets 99.5% monthly availability, excluding:
- Planned maintenance with at least 48 hours notice (except emergency maintenance)
- Customer network or device issues
- Force majeure events
- Third-party services outside Supplier control
4. Maintenance windows
Planned maintenance may occur outside UK business hours. Supplier will use reasonable efforts to minimize disruption.
5. Backups and disaster recovery
Supplier maintains backups and a disaster recovery plan appropriate to the Service. Backup frequency and retention: At least daily backups retained for at least 30 days.. RTO and RPO targets: Target RTO: 24 hours; target RPO: 24 hours.
6. Security updates
Supplier will apply security patches and updates consistent with its vulnerability management process and risk severity.
Change log
- v1.0 (2025-12-15): Initial release.
