Legal
Service levels
How fast a person answers, by how serious the problem is, and how we measure whether the service is up.
How fast we answer
| Severity | What it means | A person answers within |
|---|---|---|
| S1: A safety function is not working | A safety function or permit gate cannot be used: SOS, lone-worker checks or their escalation, issuing or handing back a permit, the isolation register. | 1 hour, 08:00 to 20:00, every day, on every plan |
| S2: Work cannot go out or be closed | Jobs cannot be sent to people, or finished jobs cannot be closed. | Free: 4 working hours, working hoursTeam: 4 working hours, working hoursPro: 4 hours, 08:00 to 20:00, every dayEnterprise: 4 hours, 08:00 to 20:00, every day |
| S3: Something is slow or partly working | A part of the product is slow or only partly working, and there is a way round it. | 1 working day, working hours, on every plan |
| S4: A question or a request | A question, a how-to, or something you would like it to do. | 2 working days, working hours, on every plan |
Support costs nothing extra on any plan. After the first answer we update you at least as often again until it is fixed.
Working hours are 09:00 to 17:30 UK time, Monday to Friday, except bank holidays in England and Wales. Every time is UK time.
We are a small team. An urgent case that reaches us between 20:00 and 08:00 UK time is answered from 08:00. When a second person shares the on-call, these hours grow, and this page says so on the day.
In force from 30 October 2026.
When a safety function is not working
Use Urgent: a safety function is not working in the app. It asks which one and a number to call you back, and goes straight to the person on call. If the app will not open, use the form on the status page, which runs apart from the app. If someone may be in danger, call the emergency services first.
How we measure
The clock starts when your case reaches us and runs in the hours shown above. How fast we actually answered, by severity, over the last 90 days, is counted on the status page.
Whether the service is up is checked every minute from outside our own hosting and shown there for each part. We do not promise an uptime figure yet: we will, once we have measured our own long enough to keep the promise.