Service levels
What you can hold us to on a managed service.
These are the service levels and terms for managed IT services, reproduced in full from Schedule 2 of the 64TEQ Services Agreement, version 2026.1. Every managed service we provide is ordered under that agreement, so unless your Service Order says something different, this is the standard you can hold us to. We publish the schedule rather than a summary of it, so that what you read here is what you sign.
Managed Services
This Schedule applies to Managed Services ordered by a Service Order. 64TEQ delivers its Managed Services with its technical partner Next2IT under clause 5 of the agreement.
1. Service Order
1.1Each Service Order will set out: the services included and the service description; the sites, users, devices and systems covered; the service hours; the Service Levels that apply; the Minimum Term and the start date; the monthly Charges and how they change with volumes; any onboarding or transition charges; the named contacts; and any special terms.
2. Onboarding
2.164TEQ will carry out the onboarding described in the Service Order, which may include discovery, documentation, installing its management tools and agreeing processes with the Customer. Onboarding charges are as stated in the Service Order.
2.2The Customer will give 64TEQ the access, information and cooperation needed for onboarding. The Service Levels apply from the go live date agreed in writing at the end of onboarding, and the monthly Charges are payable from that date unless the Service Order says otherwise.
3. Service hours and support
3.1The Managed Services are provided during the service hours in the Service Order. Where the Service Order provides for 24 hours a day, 7 days a week cover, monitoring and the service desk operate at all times, and other services operate during Working Hours unless the Service Order says otherwise.
3.2The Customer's users will contact the service desk by the routes in the Service Order. The Customer will name the people authorised to raise incidents and approve changes.
4. Service Levels
4.1Each incident is given a priority when it is logged, by agreement with the Customer or, failing agreement, by 64TEQ acting reasonably, as follows:
| Priority | Definition |
|---|---|
| P1 Critical | A whole site, a core system or a business critical service is unavailable or severely degraded for all or most users, or a security incident is in progress |
| P2 High | A core system or service is degraded or unavailable for a group of users, or a single user cannot work at all and no workaround exists |
| P3 Medium | A user or small group is affected and a workaround exists, or a non critical function is degraded |
| P4 Low | A minor issue, a request for information or a standard service request |
4.264TEQ will respond to and update the Customer on incidents within the following times, measured within the service hours that apply to the service concerned:
| Priority | Response | Updates | Target resolution or workaround |
|---|---|---|---|
| P1 | 30 minutes | Every 60 minutes | 4 hours |
| P2 | 1 hour | Every 4 hours | 8 hours |
| P3 | 4 hours | Daily | 3 Business Days |
| P4 | 1 Business Day | On request | 5 Business Days |
4.3Response means that a suitably skilled engineer has acknowledged the incident and started work on it. Target resolution times are targets and not guarantees, because resolution often depends on Vendors, third parties and the Customer.
4.4Service Level performance is measured monthly. 64TEQ will provide a monthly service report showing incidents by priority, Service Level performance and any trends.
4.5The clock stops while 64TEQ is waiting for the Customer, a Vendor or a Communications Provider to act, while the Customer has asked 64TEQ to pause and during any period excluded under paragraph 4.6.
4.6The Service Levels do not apply to: incidents caused by the Customer's breach of the agreement, by a change made without 64TEQ's agreement, by systems or sites outside the Service Order or by an event under clause 18 of the agreement; scheduled maintenance agreed with the Customer; and failures of Products, Vendor services or Communications Provider services, except for 64TEQ's own response and management of them.
5. Service credits
5.1If 64TEQ misses the response target for a P1 or P2 incident in a month, the Customer may claim a service credit of five per cent of that month's Charges for the service concerned for each such incident, up to a total of ten per cent of that month's Charges.
5.2The Customer must claim a service credit in writing within 30 days after the end of the month concerned. Credits are applied to the next invoice. Service credits are the Customer's only financial remedy for the Service Level failure concerned, as set out in clause 16.4 of the agreement.
5.3If 64TEQ misses the P1 response target in three consecutive months, the Customer may end the Service Order by 30 days' written notice given within 30 days after the third month, without paying the early termination charge in paragraph 10.2.
6. What is not included
6.1Unless the Service Order says otherwise, the Managed Services do not include: projects, migrations and new installations; the supply of Products; moves, adds and changes above any allowance in the Service Order; support for software or equipment that its Vendor no longer supports; recovery from incidents caused by the Customer's failure to follow 64TEQ's reasonable advice; on site attendance outside the sites in the Service Order; and training. 64TEQ will quote for such work under Schedule 1 or at the rates in the Service Order.
6.2Where the Managed Services include liaison with Vendors, 64TEQ will log and manage cases with them on the Customer's behalf. The Customer must hold the licences, support contracts and warranties needed for the Vendor to act, unless it has bought them through 64TEQ.
7. Changes in volumes
7.1The Charges are based on the users, devices, sites and systems in the Service Order. The Customer will tell 64TEQ of changes, and 64TEQ may verify the numbers using its tools. Charges are adjusted from the start of the month after a change, at the unit rates in the Service Order. The Charges will not fall below 80 per cent of the monthly Charges at the start of the Minimum Term unless the parties agree otherwise.
8. 64TEQ's tools
8.164TEQ may install monitoring, management and security software on the Customer's systems to provide the Managed Services. That software remains the property of 64TEQ or its licensors and is licensed to the Customer only for the duration of the Service Order. 64TEQ will remove it when the Service Order ends.
8.264TEQ collects technical and performance data from the Customer's systems through those tools and uses it only to provide, improve and report on the Managed Services. Personal data within it is handled under Schedule 4.
9. Responsibilities
9.1The Customer will: keep the sites, connectivity and power needed for its systems in good order; keep its software and equipment within Vendor support, or accept that support for it is limited; follow 64TEQ's reasonable security advice, including on patching, backup and access control; keep 64TEQ informed of changes to its systems, staff and sites; and approve changes that 64TEQ recommends within a reasonable time.
9.264TEQ will: keep documentation of the Customer's environment as described in the Service Order; carry out patching, monitoring and other routine tasks on the cycle in the Service Order; give reasonable notice of scheduled maintenance; and keep the Customer informed of risks it identifies.
10. Term and ending a Service Order
10.1A Service Order runs for the Minimum Term from the go live date. It then renews automatically for successive periods of 12 months (each a Renewal Term) unless either party gives the other at least 90 days' written notice before the end of the Minimum Term or the current Renewal Term that it does not want the Service Order to renew. 64TEQ will remind the Customer in writing at least 120 days before each renewal date.
10.2If the Customer ends a Service Order before the end of the Minimum Term or a Renewal Term, other than under clause 17.2 of the agreement or paragraph 5.3, or if 64TEQ ends it under clause 17.2 because of the Customer's breach or Insolvency Event, the Customer will pay an early termination charge equal to the monthly Charges for the remainder of the Minimum Term or the current Renewal Term, less any third party costs that 64TEQ avoids as a result. The parties agree that this is a reasonable estimate of 64TEQ's loss.
11. Exit
11.1When a Service Order ends, whatever the reason, 64TEQ will for up to 30 days: hand over the documentation it holds of the Customer's environment; hand over credentials and administrative access it controls; export and return the Customer's data held in 64TEQ's tools; remove its tools from the Customer's systems; and cooperate reasonably with the Customer and any replacement supplier. Up to three days of exit assistance is included. Further assistance is charged at 64TEQ's standard rates.
11.2The parties do not intend that the Transfer of Undertakings (Protection of Employment) Regulations 2006 will apply when a Service Order starts or ends. If, when a Service Order ends, the employment of any person employed by 64TEQ or a Subcontractor transfers or is alleged to transfer to the Customer or a replacement supplier, 64TEQ will indemnify the Customer against liabilities arising from that person's employment before the transfer date, and the Customer will indemnify 64TEQ against liabilities arising from any act or omission of the Customer or the replacement supplier on or after the transfer date, including any dismissal. If, when a Service Order starts, the employment of any person employed by the Customer or its previous supplier transfers or is alleged to transfer to 64TEQ or a Subcontractor, the Customer will indemnify 64TEQ against all liabilities arising from that person's employment and its termination.
64TEQ Limited is registered in England and Wales under company number 08353020. Registered office: Berkeley Square House, Second Floor, Berkeley Square, London W1J 6BD. VAT number GB 153 7421 19. 64TEQ® is a registered trade mark.