Service levels
and support.

Hours and included support

Support hours are 09:00–17:30 UK local time, Monday to Friday, excluding public holidays in England and Wales. Support is provided on a reasonable-endeavours basis during support hours, without guaranteed response or resolution times. It is not 24/7 cover.

Free

No included support commitment. Documentation remains available.

Standard

Support by email or the contact route provided for your account during support hours.

Enterprise

Business-hours support with a named engineer for coordination and escalation, as described below.

You may submit a message at any time. An automated acknowledgement is not a human response. Work is normally undertaken during support hours; a message submitted outside those hours does not create an on-call obligation. Bank holidays follow England and Wales, and UK local time follows the seasonal clock change.

What the named engineer provides

Enterprise includes a designated technical contact for onboarding guidance, support coordination and escalation. This is not a dedicated full-time engineer, unlimited consultancy or guaranteed availability of that individual. A suitably qualified colleague may provide cover.

• A designated contact familiar with your contracted Remotle setup.
• Reasonable onboarding and configuration guidance for the contracted product.
• Coordination of reported faults, collection of diagnostic information and escalation to the relevant technical team.
• Reasonable updates during active investigation, with frequency appropriate to the incident and agreed as needed.

The role does not include 24/7 monitoring, continuous incident attendance, guaranteed access to that individual, unlimited project hours, general Windows administration, third-party application support, on-site work or custom development. Desktle tools included in a contract do not by themselves turn the software subscription into a managed IT service. Additional work requires an accepted scope and any associated charges.

Incident priorities

We assess priority using the impact on the contracted service, affected users, security risk and available workarounds. We may adjust the classification as information becomes available. The handling descriptions below are a triage policy, not guaranteed response or fix times.

Reporting and escalation

Use Contact or the support address or account contact supplied to you. Include the organisation, affected Workstations or users, the time and symptoms, the business impact, any error reference and the steps already tried. Share relevant diagnostics through the agreed support route; do not send passwords, private keys or unrelated sensitive data.

If an issue is unresolved or its impact increases, reply on the existing case and request escalation. Enterprise customers may ask their named engineer to coordinate it. You must provide reasonable cooperation, a reachable contact and any access you authorise for investigation. Progress may depend on your response, reproducing the fault, a third-party supplier or a software release.

Scope, maintenance and dependencies

Standard support concerns the contracted Remotle Software and any applicable Remotle Device entitlement. Your host hardware, operating systems, applications, internet connection, local networks and customer-operated infrastructure remain your responsibility unless a separate contract includes them. Unsupported versions, unauthorised modifications and faults caused by misuse or external events may be outside scope.

We may carry out maintenance and security work. We will give reasonable advance notice of planned material disruption where practicable; urgent protective work may require immediate action. A workaround or estimated release date is not a guarantee of permanent resolution. Specific maintenance exclusions and measurement rules for a contracted SLA must be stated in that SLA.

When a binding SLA applies

Enterprise and a named engineer do not automatically include an uptime percentage, guaranteed bandwidth, a maximum response or resolution time, out-of-hours cover or service credits. Relay caps remain maximum permitted rates, not guaranteed transfer speeds.

A separately accepted written SLA must identify the covered services and locations, service hours, incident definitions, response targets, any restoration or resolution commitments, availability calculation, monitoring source, maintenance and dependency exclusions, customer responsibilities, escalation contacts and any credit calculation and claim procedure. It must also state its effective period and how it overrides this policy. Targets in a proposal become binding only when incorporated into the accepted agreement.

Absent that separate agreement, no service credits arise automatically. Nothing in this policy removes mandatory legal rights, agreed contractual remedies or statutory duties such as personal-data breach notification. Those duties are not deferred because an event occurs outside support hours.