Service assurance
SLA, compliance and governance
Engagements in this service line are delivered under the
Gold service tier by default, against the
compliance obligations below. Both are set in the engagement contract, not by this page.
Default tier
Gold — 99.9% availability target, P1 response within 1 hour, coverage 24 × 5 plus on-call.
Compliance scope
- Consortium governance
- Key management
- ISO/IEC 27001
Governance
Written architecture decision records, weekly delivery reporting, and a documented handover comprising runbooks, source and credential transfer at engagement close.
Intellectual property
Client-commissioned work product vests in the client on payment. Source escrow available on request.
How these are agreed
The tiers describe the framework we contract within. The targets that bind us on your
engagement are the ones written into its statement of work, set against the composite
service levels of the infrastructure underneath it — we will not sign up to an availability
figure the platform below us cannot support. Where a tier carries service credits, clause 6
of the terms of engagement sets
out how they are claimed and capped.