Legal
Service level agreement
Konnekt365 Limited develops and operates Student Expenses. This agreement explains how we receive, assess and progress the issues you report. By using our services or apps, you accept this agreement.
1. Hours of service
Support is provided from the UK, Monday to Friday, 9:00am to 5:30pm, excluding UK bank and public holidays.
Students should contact their Students' Union first about group memberships, bank details and permissions. SU teams can reach us at support@studentexpenses.com.
2. Target first response and resolution
When you report a problem, we assess it, give it a priority from 1 to 4 and let you know. This is our first response. We then work to the resolution targets below.
| Priority | Business impact | First response | Resolution |
|---|---|---|---|
| 1 | All or critical functionality unavailable, causing significant operational impact or making the service unusable. | 1 hour | 4 hours |
| 2 | Critical functionality unavailable, but an interim workaround is available and accepted by the customer on reasonable business grounds. | 4 hours | 24 hours |
| 3 | A problem not preventing operations, but with the potential to do so if unresolved. | 8 hours | Next release |
| 4 | A minor cosmetic or other low-impact problem that does not prevent use of the service. | 40 hours | Future release |
Response and resolution times are measured in business hours. The clock doesn't run at weekends or on UK bank and public holidays.
To meet these targets we may need remote access to your systems. The clock pauses until any authorisation we need has been given.
3. Exclusions
We provide this agreement in good faith. It doesn't cover issues caused by third parties outside our control, such as hosting platforms and API connectivity. It also doesn't apply if an organisation breaches the agreed terms of use, for example by paying invoices late.