Q Intelligence Service Level Agreement (SLA)
Version: 1.0
Status: Public
Effective date: 21 October 2026
Last reviewed: 21 October 2026
Service owner: Q Intelligence (SHW Digital Services)
1. Welcome
At Q Intelligence, we believe support should be clear, respectful and transparent. This Service Level Agreement (SLA) explains how we deliver customer support, communicate about service issues and measure our support objectives.
We aim to provide reliable support and clear communication while being honest about what we can and cannot guarantee. This SLA is intended for customers, partners and service users of Q Intelligence.
2. Purpose
This SLA describes:
- The scope of Q Intelligence customer support services.
- Support availability and operating hours.
- How incidents and support requests are prioritised.
- Response objectives and escalation routes.
- Maintenance and service communications.
- Security and privacy responsibilities.
- Service review and change management arrangements.
This document does not create service credits, financial penalties, warranties, guarantees or legally enforceable performance commitments unless expressly incorporated into a separate written agreement signed by both parties.
3. Service scope
Q Intelligence support provides assistance with:
- Product guidance and general enquiries.
- Technical support and troubleshooting.
- Account access and recovery guidance.
- Subscription and billing support routing.
- Privacy and security concerns.
- Incident reporting and service communications.
Out of scope
This SLA does not cover emergency services, crisis intervention, clinical or healthcare services, legal or financial advice, custom consultancy unless separately agreed, or third-party products and services outside Q Intelligence's control.
4. Support hours
| Item | Details |
|---|---|
| Support days | Monday to Friday |
| Support hours | 09:00 to 17:00 |
| Time zone | United Kingdom time (GMT/BST as applicable) |
| Public holidays | Included |
| Out-of-hours support | Not routinely provided |
Support Availability means Q Intelligence customer service personnel are available to review and respond to support requests. It should not be interpreted as platform availability.
5. Service availability
Service Availability means the operational availability of the Q Intelligence platform and related customer-facing services. Service Availability and Support Availability are measured separately.
Q Intelligence monitors service performance and availability. At this time, Q Intelligence does not publish a guaranteed service availability target. Availability information may be reviewed and updated periodically as the platform evolves.
| Metric element | Value |
|---|---|
| Metric name | Service Availability |
| Unit | Percentage (%) |
| Measurement window | Monthly |
| Time zone | UK time (GMT/BST) |
| Source of evidence | Platform monitoring systems |
| Target | Not currently published |
| Pause rules | Planned maintenance and approved service exclusions may be excluded from measurement where applicable |
6. Incident priority definitions
Requests may be assigned a priority level to help Q Intelligence prioritise support fairly and consistently.
Priority 1 — Critical
Complete loss of service or inability for most users to access core platform functionality. Examples include the platform being unavailable, a major outage affecting most users, or core functions being inaccessible.
Priority 2 — High
Major functionality is unavailable or significantly degraded. Examples include an important feature being unavailable or significant service degradation affecting multiple users.
Priority 3 — Medium
Functionality is reduced where a workaround exists or user impact is limited. Examples include a non-critical feature issue or a performance issue affecting a small user group.
Priority 4 — Low
Minor issues, cosmetic defects, enhancement requests, content corrections or general enquiries. Examples include typographical errors, visual defects, feature suggestions and general support enquiries.
7. Response targets
Response targets are measured during published support hours only. They are service-management objectives intended to support communication and prioritisation; they are not guarantees of resolution.
| Priority | Initial response target |
|---|---|
| Priority 1 (Critical) | Within 4 business hours |
| Priority 2 (High) | Within 1 business day |
| Priority 3 (Medium) | Within 3 business days |
| Priority 4 (Low) | Within 5 business days |
| Measurement element | Value |
|---|---|
| Unit | Business hours or business days |
| Measurement window | Monthly |
| Time zone | UK time (GMT/BST) |
| Source of evidence | Q Intelligence Support Request System |
| Start point | Time a request is submitted through an approved support channel |
| End point | Time the first meaningful response is recorded |
| Pause rules | Measurement pauses while awaiting customer information, clarification, confirmation or action |
| Exclusions | Duplicate requests, spam submissions and abuse reports requiring separate review processes |
8. Resolution and restoration
Q Intelligence aims to resolve issues as quickly as reasonably possible but does not currently publish guaranteed resolution or restoration targets. Resolution times may vary depending on incident severity, technical complexity, third-party dependencies, security considerations, customer response times and availability of required information.
9. Support requests
Customers may submit support requests through approved Q Intelligence support channels. Requests should include a clear description of the issue, steps already taken, device or browser details where relevant, the approximate date and time of occurrence, and any non-sensitive error messages.
To protect privacy and security, customers should not include passwords, access codes, payment credentials, private journal entries or other sensitive information.
10. Escalation process
If a matter cannot be resolved through normal support channels, customers may request escalation.
- Level 1 — Standard Support Request: Initial review and handling through standard support processes.
- Level 2 — Customer Service Review: Escalation for additional review and oversight. Contact [email protected].
- Level 3 — Executive Review: Escalation to the Chief Executive Officer or nominated service owner where appropriate. Contact [email protected].
11. Planned maintenance
Q Intelligence does not operate a fixed maintenance window. Where reasonably practicable, planned maintenance will be communicated in advance.
Emergency maintenance may be undertaken without advance notice where required to protect service integrity, address security concerns, maintain privacy safeguards, restore platform stability or protect customers and the service.
12. Incident communications
Service notices, incident updates and maintenance communications will be published through the Q Intelligence Status Page. Customers are encouraged to consult it for current service information and incident communications.
Q Intelligence currently provides incident notifications, service notices and maintenance communications where appropriate. Routine customer performance reports are not currently published.
13. Customer responsibilities
Customers are responsible for maintaining accurate account and contact information; protecting passwords, recovery links and account credentials; providing sufficient information to enable investigation; maintaining access to the registered email account associated with their service; promptly reporting suspected security concerns or unauthorised account access; and using Q Intelligence services in accordance with applicable terms and policies.
14. Security and privacy responsibilities
Q Intelligence is committed to handling information respectfully, responsibly and in accordance with applicable privacy requirements.
Q Intelligence responsibilities
Q Intelligence will process information in accordance with its published Privacy Policy; request only information necessary to investigate or respond to support requests; restrict access to authorised personnel where required for legitimate operational purposes; investigate suspected security incidents through established internal procedures; and apply security and privacy controls appropriate to the service and associated risks.
Customer responsibilities
Customers should keep account credentials secure; avoid sharing passwords, recovery links or authentication codes; report suspected compromises promptly; and provide accurate information when requesting support.
15. Service continuity
Q Intelligence maintains operational procedures intended to support service continuity and incident recovery. These arrangements may include platform monitoring, incident management processes, operational recovery procedures, and backup and continuity planning where appropriate.
Q Intelligence does not currently publish Recovery Time Objectives (RTOs) or Recovery Point Objectives (RPOs).
16. Review and change management
This SLA is reviewed at least annually and following material changes to the service, operating model, legal requirements or customer support arrangements. Changes may reflect service improvements, regulatory requirements, security enhancements, operational changes or customer feedback. The most current version will be published through official Q Intelligence channels.
17. Service Level Agreement notice
This SLA describes the operational objectives, customer support arrangements and service-management practices used by Q Intelligence. Unless expressly incorporated into a separate written agreement signed by both parties, it does not create service credits, financial penalties, warranties, guarantees or legally enforceable performance commitments.
All service targets represent operational objectives pursued on a reasonable-endeavours basis and remain subject to operational, legal, privacy, security, safety and service-continuity considerations. Q Intelligence reserves the right to amend this SLA following service reviews, operational changes, legal requirements or updates to customer support arrangements.
Q Intelligence
Supporting people with clarity, respect, privacy and care.
Customer Services: [email protected]
Executive Contact: [email protected]
Service Status: q-intelligence.betteruptime.com/en