1. Purpose
This Service Level & Support Policy (“SLA”) describes how BIVORAHQ LTD provides support for our Power BI and data analytics services. It should be read together with our main Terms of Service and specific Statements of Work.
2. Support hours
Unless otherwise agreed in writing:
- Standard support hours: Monday to Friday, 09:00–17:00 (UK time), excluding UK public holidays.
- Support is provided remotely via email, online meeting and, where applicable, agreed collaboration tools.
3. Contacting support
Primary contact channel:
- Email: support@bivorahq.co.uk
For clients with enhanced support agreements, alternative channels (such as Teams or Slack) may be agreed in the Statement of Work.
4. Incident priority levels and target response times
We aim to respond to support requests according to their impact and urgency:
- Priority 1 – Critical
- Complete loss of service or a critical dashboard/report is unavailable for all users with no workaround.
- Target initial response: within 4 business hours.
- Target action plan / workaround: within 1 business day.
- Priority 2 – High
- Major degradation; key functionality impaired for many users, but work can continue with reduced efficiency.
- Target initial response: within 1 business day.
- Target action plan: within 2–3 business days.
- Priority 3 – Standard
- Non-critical issues, minor defects, data discrepancies, or how-to questions.
- Target initial response: within 2 business days.
- Resolution scheduled in line with our normal development cycle.
These are targets, not guarantees, but we make reasonable efforts to meet or exceed them.
5. Scope of support
Covered by this SLA (unless otherwise agreed):
- Investigation and remediation of issues in dashboards, data models and ETL/refresh processes developed by BIVORAHQ LTD.
- Adjustments required due to minor schema changes in agreed data sources.
- Guidance on usage and configuration of deliverables we have built.
Not covered by this SLA (may be quoted separately):
- New features, major redesigns or additional reports.
- Issues arising from third-party systems, connectivity, or changes made directly by the client or other vendors.
- General Power BI or database administration outside the agreed scope.
6. Maintenance and planned downtime
Where applicable, we may schedule maintenance or upgrades:
- Planned maintenance will be communicated in advance where it may affect availability.
- We will endeavour to perform maintenance outside of peak client usage hours wherever feasible.
7. Client responsibilities
To allow us to provide effective support, clients agree to:
- Nominate a primary contact person for support requests.
- Provide timely access to relevant systems, environments and data.
- Refrain from making unapproved changes to production reports or data models that we manage.
8. Changes to this SLA
We may update this Service Level & Support Policy from time to time. Any material changes will normally apply to new or renewed contracts and will be made available on our website.