Service level agreement
The Student Expenses solution is developed and operated by Konnekt365 Limited. At Konnekt365, we are committed to maintaining service levels for our users. The SLA information below details how we receive, assess and progress any issue reported to us. In using any of our services, or apps, it is deemed that users have accepted this policy and are happy with its content.
An overview of our SLA
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Hours of service
Being UK based, our hours of service are based around the UK timings below.
Monday to Friday, 9:00am - 5:30pm
Excluding UK bank or public holidays.
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Target 1st response and resolution
As per the tables below, our team initially look to assess a problem (assigning a priority 1-4) and then communicating this. This action is deemed our first-response. Once an issue is being progressed, our team aim to resolve it by the appropriate resolution target.
Where response and resolution times are quoted, these refer to Konnekt365’s standard business hours. Our SLA clock starts when an incident is received, and stops at the end of the working day, resuming again at the start of the next working day. The SLA clock does not run during weekends or UK bank/public holidays.
To meet any target response time it is essential our Support team have remote access to your system if required. Where any authorisation is required to access your system, the SLA clock will be stopped until access is granted.
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Exclusions
Our SLA is provided in good faith and we will do all we can to rectify any issue in a timely manner. As our service is reliant upon third parties (for cloud services, SU linked systems and finance links), we exclude any area, such as hosting platforms, API connectivity etc, that are beyond our control.
The SLA does not apply if an organisation is in violation of any of the agreed usage terms (such as late payment of invoices etc).

