DRAFT - FOR REVIEW
Viewee Support Service Level Agreement
Version 0.1 | 16 September 2026 | Owner: Viewee founders
Viewee Limited is a limited company registered in England and Wales. Company registered number: 11270921
Registered office: 167-169 Great Portland Street 5th Floor, London, England, W1W 5PF
Viewee Limited is registered with the Information Commissioner's Office (ICO). Reference number: ZB685073
Trade Mark No: UK00003964724, Mark: Viewee, Owner: VIEWEE LIMITED, Class(es): 42
This draft sets honest support commitments for Viewee's early-stage, two-person team. It is intended for customer review and contract negotiation. It is not yet a signed service level agreement. It deliberately avoids 24/7 promises.
Service coverage
| Item | Draft commitment |
|---|---|
| Supported service | Viewee production web application and API, including customer login, feedback collection, analysis, actions and reporting. |
| Standard support hours | 09:00-17:30 UK time, Monday-Friday, excluding public holidays in England. |
| Support channel | Named support email and in-app support route once configured. Customers should not use personal founder contact details as the formal incident channel. |
| Service-status channel | Public status page for active incidents and planned maintenance. Proposed address: status.viewee.co.uk. |
| Out of hours | Reports may be submitted at any time. The response clock starts at the next supported hour. Viewee may investigate sooner, but this is not a contractual commitment. |
Severity and targets
Response means acknowledgement, severity confirmation and a named owner. Restore/workaround means returning the service to usable operation or providing a safe workaround. Permanent resolution may follow after service restoration. Targets are measured in supported hours unless a signed order form says otherwise.
| Severity | Definition | Initial response target | Restore/workaround target | Update cadence |
|---|---|---|---|---|
| P1 Critical | Production service unavailable to most users; confirmed cross-tenant data exposure; or a security incident with material risk and no safe workaround. | 1 supported hour | 4 supported hours | Every 2 supported hours until stable |
| P2 High | Major function unavailable or badly degraded for multiple users; material customer workflow blocked; limited workaround. | 4 supported hours | 2 business days | Once each business day |
| P3 Normal | Non-critical defect affecting some users or a function; reasonable workaround exists. | 1 business day | Target fix or decision within 10 business days | At material changes, at least weekly while open |
| P4 Request | How-to question, configuration request or product suggestion with no service impairment. | 2 business days | No fixed resolution target; triage and next-step decision within 10 business days | On decision or material change |
Important: restoration and resolution times are targets, not guarantees. Customer-specific service credits, guaranteed availability or 24/7 response require separate pricing, staffing and a signed schedule.
How priority is set
Viewee assigns the final priority using impact, number of affected users, safety/privacy risk and workaround availability.
Viewee may raise or lower priority as facts emerge and will explain a material change.
Separate reports caused by one underlying incident may be grouped.
Customer responsibilities
Use the formal support channel and include organisation, affected users, timestamps, steps to reproduce, screenshots with sensitive data removed, and business impact.
Keep nominated contacts current and available for urgent questions.
Do not send resident or special-category data by ordinary support email unless Viewee explicitly requests a secure transfer route.
Maintain supported browsers, connectivity and local access controls.
Escalation
Support owner triages and confirms severity.
P1 and security/privacy issues are escalated immediately to both founders.
If service is not restored within its target, a founder owns customer updates and recovery decisions.
Potential personal-data breaches follow the incident and data-breach process. Viewee will notify the affected customer as required by contract and data-protection law; regulator notification is handled by the legally responsible party.
Planned maintenance
Default window: Tuesday or Thursday, 20:00-22:00 UK time.
Give at least five business days' notice where customer-visible interruption is expected.
Aim for no more than two hours' interruption in one planned window.
Routine zero-downtime releases do not require notice.
Emergency maintenance may occur outside the window to protect security, data integrity or service stability. Viewee will give as much notice as reasonably possible and post updates on the status page.
Exclusions and measurement
Targets pause while Viewee is waiting for essential customer information, access or approval. They exclude customer systems and connectivity, unsupported configurations, customer misuse, force majeure, and third-party services outside Viewee's reasonable control, although Viewee will still coordinate and communicate incidents affecting its service. A monthly ticket log should record opened time, supported-hours response, severity changes, restore time, closure and missed targets.
Review before issue
Confirm the support email, in-app route, named service owner and status-page URL.
Check every customer order form for stricter commitments.
Review targets after three months of real ticket data and at least annually thereafter.