This Service Level Agreement (SLA) Policy explains how Computerko Limited defines, applies, measures, and qualifies service level commitments across its managed, hosted, cloud, support, backup, endpoint, and related services.

It is intended to provide a clear framework for understanding how service commitments are structured, how incidents may be prioritised, how service performance may be measured, and how service level commitments interact with customer responsibilities, third-party dependencies, and other applicable service documents.

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1. Who we are

Computerko Limited is a company registered in England and Wales.
2. Purpose of this policy
The purpose of this policy is to define the general framework used by Computerko Limited for service level commitments.
This includes:
Registered office: 27 Old Gloucester Street, London, WC1N 3AX, United KingdomContact email: support@computerko.co.uk

• the types of services that may be subject to service level commitments;
• how incidents and service issues may be classified;
• the distinction between response, restoration, workaround, and resolution concepts;
• how service availability may be treated where applicable;
• the role of measurement, reporting, and review;
• the effect of exclusions, dependencies, and customer responsibilities; and
• the relationship between this SLA Policy and any customer-specific contractual commitment.

This policy is a governance and service-commitment document. It does not replace any contract, quotation, statement of work, Terms of Sale, Support Policy, or service-specific schedule.

3. Scope

This policy applies to services provided, managed, configured, administered, or supported by Computerko Limited where service level commitments may be relevant, including where applicable:
Managed Cloud IT Support;
Managed Cloud Servers;
Private Dedicated Application Cloud Hosting;
Private Dedicated CRM;
Private Dedicated ERP;
Backup & Disaster Recovery;
Endpoint Protection & Device Management;
DaaS;
TaaS;
Shared Hosting & Business Email;

• domain and DNS-related managed services where relevant; and

any other managed, hosted, cloud, support, or service arrangement for which Computerko Limited has agreed or may agree service commitments.

Not every service automatically carries the same SLA. Depending on the service type and the agreement in place, a service may be:

• unsupported by any formal SLA;
• subject to a standard SLA framework; or
• subject to a service-specific or customer-specific SLA arrangement.

4. Status of service level commitments

Service level commitments are intended to provide structure, accountability, and clarity in relation to service performance and handling of support issues.

Unless expressly agreed in writing, this policy does not by itself create:

• a guarantee of uninterrupted service;
• an absolute obligation to resolve all issues within a fixed period;
• a universal uptime commitment for every service;
• an entitlement to compensation, refund, or service credit; or
• a promise that all services are subject to the same support or availability model.

Specific service commitments apply only where included in the relevant contract, quotation, service schedule, support arrangement, or other written agreement.

5. Service coverage and applicability

SLA commitments, where applicable, may cover one or more of the following:

• response to service incidents;
• investigation of support issues;
• target restoration or workaround timing;
• service availability or uptime targets;
• escalation handling;
• reporting and service review; and
• service performance monitoring.

The precise commitments will depend on:

• the service purchased;
• the support model agreed;
• the customer’s service scope;
• the technical and operational nature of the environment; and
• any applicable customer-specific agreement.

6. Service hours and support windows

Service commitments may be linked to one or more service windows, depending on the service model.

These may include:

• standard business support hours;
• extended support windows where agreed;
• service monitoring outside standard support hours where relevant;
• emergency support arrangements where specifically included; and
• different support models for different services.

Not all services are monitored, supported, or escalated in the same way or during the same hours.

Unless expressly agreed otherwise, the existence of a hosted or managed service does not automatically mean that 24/7 support, 24/7 response, or continuous manual intervention is included.

7. Incident and priority framework

Computerko Limited may classify incidents, service issues, or support requests according to priority or severity.

Classification may take into account factors such as:

• total or substantial service outage;
• number of affected users;
• operational impact on the customer;
• business criticality;
• security implications;
• availability of a workaround;
• service degradation;
• urgency and risk; and
• whether the issue falls within agreed support scope.

Indicative categories may include:

• Critical
• High
• Medium
• Low

Computerko Limited may determine, confirm, or revise the priority level of an issue acting reasonably and having regard to the actual service impact and supporting information available.

8. Response, restoration, workaround, and resolution

For the purposes of service handling:

Response time generally means the period within which Computerko Limited acknowledges, accepts, or begins active handling of a logged issue.

• Restoration time generally means the period within which service is restored in whole or in part.
• Workaround generally means a temporary or alternative means of reducing impact while a permanent solution is pursued.
• Resolution generally means the point at which the underlying issue has been fully addressed, closed, or otherwise concluded.

These are not always the same thing.

A response does not necessarily mean a fix.A workaround does not necessarily mean permanent resolution.A restoration of service does not necessarily mean all underlying technical causes have been removed.

9. Availability and uptime principles

For services where availability or uptime is relevant, any such commitment will be interpreted in light of:

• the service model;
• the environment type;
• the agreed support scope;
• the existence of maintenance windows;
• planned or emergency change activity;
• provider and infrastructure dependencies;
• customer-side factors; and
• exclusions stated in the relevant service or contract.

Availability targets, where applicable, may therefore differ between:

• shared hosting services;
• managed cloud environments;
• dedicated application hosting;
• business systems such as CRM or ERP;
• backup-related services; and
• support-led services that do not carry a standalone uptime commitment.

Unless expressly stated otherwise in a customer-specific agreement, this policy does not itself set or publish any fixed uptime percentage.

10. Measurement and service records

Where service level commitments apply, Computerko Limited may measure or assess performance using one or more of the following:
support tickets;
service desk records;
monitoring systems;
logs and alerts;
account activity records;
incident timelines;
internal service reports; and
service communications.
For SLA measurement to be meaningful:
the issue must be logged appropriately;

• the issue must fall within the relevant SLA scope;
• the issue must be classified correctly;
• the relevant service window must be taken into account; and
• exclusions and dependency factors must be considered.

Computerko Limited may also maintain internal records or periodic reports in support of SLA review and service governance.
11. Exclusions

Service level commitments may not apply, or may be adjusted, suspended, or disapplied, where an issue arises in whole or in part from:

customer-side systems, devices, software, or networks outside Computerko Limited’s control;

• incorrect customer configuration or unauthorised changes;
• customer failure to cooperate or provide access;
• customer delay in responding to support requests;
• third-party provider outages, restrictions, incidents, or delays;

domain, DNS, registrar, or propagation issues outside Computerko Limited’s direct control;

• manufacturer, OEM, or warranty provider processes;
• unsupported software, integrations, or modifications;
• force majeure events;
• abuse, misuse, or policy breaches;
• scheduled maintenance;
• emergency maintenance;
• security containment actions;
• legal or regulatory restrictions; or
• any matter outside the agreed service scope.

The existence of an issue does not by itself mean that SLA commitments apply to the issue in the manner expected by the customer.

12. Customer responsibilities

Customers are responsible for supporting effective SLA operation by:

• using the agreed support route;
• providing accurate and timely information;
• identifying the service, issue, and impact clearly;
• ensuring the correct authorised contacts are available;
• classifying urgency honestly and reasonably;
• providing necessary access, permissions, or approvals;
• cooperating with troubleshooting, verification, and remediation;
• maintaining their own responsibilities within a shared service model; and
• not misusing priority or escalation routes.

Where customer cooperation is delayed or not provided, service level handling may be affected.

13. Third-party dependencies

Some services provided or supported by Computerko Limited depend on third-party providers, including:
distributors and fulfilment providers;
cloud and infrastructure platforms;
domain and DNS providers;
payment and finance providers;
manufacturers and warranty issuers; and
other specialist service or platform providers.
Where service delivery depends on such providers:
Computerko Limited may coordinate, support, and escalate appropriately;
however, Computerko Limited does not control the independent timing, performance, policies, or decisions of those providers; and
service level outcomes may therefore be affected by matters outside Computerko Limited’s direct control.
email and communications services;

This policy should be read together with the Third-Party Services & Dependency Policy in this regard.

14. Escalation framework

Computerko Limited may escalate service issues internally or externally as appropriate.
Escalation may include:
senior technical review;
management attention;
supplier escalation;
infrastructure provider escalation;
manufacturer or warranty escalation;
change management involvement; or

• reclassification of the issue as a separate project, change request, or out-of-scope matter.

Escalation is intended to support effective handling of relevant issues, but does not itself guarantee a particular outcome or timeline.

15. Reviews and changes to service commitments

Computerko Limited may review service commitments periodically in light of:
service performance;
operational experience;
service design changes;
provider changes;

• changes in infrastructure or customer requirements;
• contractual revisions; and
• legal or commercial considerations.

Computerko Limited may also revise standard SLA approaches over time. Any service-specific written agreement will take precedence where applicable.
16. No automatic credits or compensation

Unless expressly agreed in writing in a customer-specific contract or service schedule, this SLA Policy does not by itself create an entitlement to:

• service credits;
• fee reductions;
• refunds;
• compensation; or
• any specific financial remedy

solely because a target or service objective has not been met.

Any such remedies must be expressly set out in the relevant written agreement.

17. Relationship with other documents

This Service Level Agreement Policy should be read together with other applicable Computerko Limited documents, including:

• Support Policy, which explains how support operates in practice;
• Terms of Sale, which govern commercial supply, contract terms, liability, and payment;
• Cloud & Hosting Policy, which explains hosting and cloud service boundaries;
• Third-Party Services & Dependency Policy, which explains reliance on upstream providers;
• Acceptable Use Policy, which governs lawful and secure service use;
• Warranty & Manufacturer Responsibility Policy, where hardware warranty handling is relevant; and
• any customer-specific service schedule, quotation, contract, or written SLA terms.

If there is any conflict between this policy and a specific signed agreement or customer-specific written SLA term, the specific signed agreement or written SLA term shall take precedence to the extent of that conflict.

18. Review and updates

Computerko Limited may update this SLA Policy from time to time to reflect:
changes in service model;
changes in provider structure;
changes in technical architecture;
changes in support approach;

• changes in commercial or contractual practice; and
• lessons learned from service delivery and review.

Any updated version will be published with a revised date.

19. Contact

If you have any questions about this Service Level Agreement (SLA) Policy, please contact:

Computerko Limited
27 Old Gloucester Street
London
WC1N 3AX
United Kingdom
Email: support@computerko.co.uk