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, in use from 18 September 2026. Every managed service we provide is ordered under that agreement and delivered with the technical partner named in your Service Order, so unless that 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 the technical partner named in the Service Order, 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 planned start date; the monthly Charges and how they change with volumes; any onboarding or transition charges; the Named Contacts; the technical partner; and any special terms.
2. Onboarding and go live
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 Go Live Date is the date the parties agree in writing at the end of onboarding or, if none is agreed, the earlier of the date 64TEQ tells the Customer that onboarding is complete and the date the Customer first uses the service desk. Where the Customer's delay prevents onboarding from completing within 60 days of the Service Order date, 64TEQ may set the Go Live Date by written notice and clause 6.2 of the agreement applies. The Service Levels apply, and the monthly Charges are payable, from the Go Live Date unless the Service Order says otherwise.
2.3Unless the Service Order says otherwise, monthly Charges are invoiced monthly in advance and usage based or variable Charges monthly in arrears.
3. Service Hours and support
3.1The Managed Services are provided during the Service Hours. Where the Service Order provides for cover 24 hours a day and seven days a week, 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 major 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. Times in hours and minutes are measured within the Service Hours of the service concerned and pause outside them. Times in Business Days, and daily updates, run on Business Days and do not pause.
| 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 the service desk has acknowledged the incident and assigned it to a suitably skilled engineer. 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 from 64TEQ's ticket system, which is the record of incidents and times. 64TEQ will provide a monthly service report showing incidents by priority, Service Level performance and any trends. The Customer may query the report within 30 days of receiving it.
4.5For update and resolution times, the 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 while an exclusion in paragraph 4.6 applies. Each pause is recorded on the ticket. The clock does not stop while 64TEQ is waiting for a Subcontractor.
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 19 of the agreement; scheduled maintenance agreed with the Customer; software or equipment that its Vendor no longer supports, which 64TEQ supports on a reasonable endeavours basis only; 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 for the service concerned.
5.2The Customer must claim a service credit in writing within 30 days after receiving the monthly service report for the month concerned. Credits are applied to the next invoice or, if there is no further invoice, paid within 30 days. Service credits are the Customer's only financial remedy for the Service Level failure concerned, as set out in clause 17.5 of the agreement.
5.3If, in each of three consecutive months, 64TEQ misses the P1 response target for more than 20 per cent of P1 incidents and there are at least three P1 incidents in the month, 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.
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; 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 Go Live Date 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 and report on the Managed Services. 64TEQ may use anonymised and aggregated technical data, which identifies no person and no customer, to improve its services. Personal data within the data collected 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 64TEQ supports unsupported items on a reasonable endeavours basis only; 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 Renewal Terms of 12 months unless either party gives the other at least 90 days' written notice before the end of the Minimum Term or the current Renewal Term (the renewal date) that it does not want the Service Order to renew. A notice given later than that takes effect at the end of the following Renewal Term, unless paragraph 10.2 applies.
10.264TEQ will remind the Customer in writing at least 120 days before each renewal date. If 64TEQ has not sent the reminder by then, the Customer may give notice not to renew at any time up to 30 days after it receives the reminder, and the Service Order then ends on the renewal date or 30 days after that notice, whichever is later.
10.3The Customer may end a Service Order for any other reason on 30 days' written notice, on payment of the Early Termination Charge.
10.4If the Customer ends a Service Order before the end of the Minimum Term or a Renewal Term under paragraph 10.3, or if 64TEQ ends it under clause 18.2 or 18.3 of the agreement because of the Customer's breach, non payment 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. No Early Termination Charge is payable where the Customer ends the Service Order under clause 18.2 or 19.3 of the agreement, paragraph 5.3 or paragraph 5.2 of Schedule 4.
11. Exit
11.1When a Service Order ends, whatever the reason, 64TEQ will within 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; and remove its tools from the Customer's systems. It will also cooperate reasonably with the Customer and any replacement supplier. Up to three person days of that cooperation are included, provided the Customer has paid all undisputed sums. Further assistance is charged at the Standard Rates.
11.2The parties do not expect the Transfer of Undertakings (Protection of Employment) Regulations 2006 to apply when a Service Order starts or ends. Each party will give the other the information about affected employees that the Regulations require, in time. 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, and will procure that the replacement supplier complies with the Regulations. 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. Each party's liability under this paragraph is subject to clause 17 of the agreement.
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.