Published targets
What we promise, in plain terms, so expectations are set before a question ever arises.
Reference · DK-13
Targets · Published and reviewed
Escalation · Named path to a person
Reviews · At agreed intervals
Service commitments stated plainly, and measured honestly
A service you depend on should tell you what it promises. We publish our targets, explain how escalation works when something needs attention, and review performance with you on a regular basis against the commitments we made.
We provide services exclusively to businesses and organizations. We do not offer consumer or personal-device support. Minimum engagement: organizations with 10 or more staff who need access.
The commitments we make
These are the standing targets for the service. They are chosen to be realistic rather than flattering, because a promise kept is worth more than a promise that flatters. Where a specific engagement needs something different, we agree it in writing at the start and it replaces the standing target for that organisation.
| Commitment | Target | Measured by |
|---|---|---|
| Routine request handled | Within one working day | From receipt to closure |
| Planned new starter ready | On the agreed first day | Confirmation at go-live |
| Leaver withdrawn | Within one working day of notice | Recorded withdrawal |
| Monthly summary issued | By the fifth working day | Delivery to your contact |
| Access review held | Quarterly by default | Review summary issued |
Escalation when it matters
Most matters are routine and are handled quietly. When one is not, escalation should not require knowing somebody's name. Any question that has not been resolved through the normal route can be raised to a named contact, and if it remains unresolved it reaches the person who owns the service. We keep the path short and we do not hide behind process. If we have got something wrong, we would rather hear it sooner and put it right.
Measured and shown
Performance against the targets is reported to you, rather than left as an assertion.
Short escalation path
Two steps to a person who can decide, with no maze to work through in the middle.
Regular review
We sit down with you at agreed intervals to look at how the service has performed.
How we review performance together
At each review we bring the record, not a recollection. Requests handled within target, planned changes delivered on the agreed day, any incident and how it was resolved. You bring the experience from inside your organisation, which we cannot see for ourselves. Between the two, the picture is honest, and any commitment that turns out to be unrealistic in practice is adjusted by agreement rather than quietly ignored.
What these commitments do not cover
Our targets concern the access arrangement we operate and the service around it. They do not extend to personal equipment, to home users or to matters outside the arrangement, because those are outside our scope, as they are for any business-only provider. Staying clear about that boundary is part of being straightforward with you. We would rather define our promise precisely than spread it so wide that it means nothing.