How we work
Guarantees and service levels
Commitments published rather than negotiated late in procurement. Each of these appears in the contract in the same terms it appears here.
Profiles shared
Engineer profiles matching a written brief are shared within 48 hours of receipt, on business days. If the bench cannot meet the brief we tell you inside the same window rather than sending near-matches.
Lead time to start
Engineers can start from one week after acceptance where no visa, relocation or enhanced clearance is required. Where those apply, we give a realistic date before you sign, not after.
Replacement guarantee
If an engineer is not right within the first week, we replace them, no questions asked and no justification required. The replacement's ramp is at our cost, and the week is not billed.
Notice period
Thirty days' written notice to reduce or end a time-based engagement, in either direction. No termination penalty and no minimum spend beyond the stated term.
Detail
How the replacement guarantee works
The most important commitment on this page, so it is worth stating precisely.
Within the first week
- Tell your delivery lead. No form, no justification, no performance evidence required.
- A replacement profile is provided within one business day.
- The replaced engineer's week is not invoiced.
- The replacement's onboarding time is not invoiced.
After the first week
- Replacement remains available at any point in the engagement.
- A replacement profile is provided within three business days.
- Standard notice applies to the outgoing engineer.
- Handover and documentation are produced before they roll off.
Why it is unconditional in week one. Requiring a client to build a case for a replacement puts them in the position of arguing with their supplier about a person, which nobody wants to do. Making it unconditional costs us occasionally and removes the largest single risk in hiring an unfamiliar supplier.
Support service levels
Applicable to managed support and end-user computing contracts. Priority definitions are agreed in the service schedule.
| Priority | Definition | Response | Target resolution | Reporting |
|---|---|---|---|---|
| P1 — Critical | Business-wide outage or a site unable to operate | 15 minutes | 4 hours | Hourly updates until resolved |
| P2 — High | Department or key function significantly impaired | 30 minutes | 8 business hours | Twice daily |
| P3 — Medium | Individual user blocked, no workaround available | 4 business hours | 2 business days | On status change |
| P4 — Low | Request, query or scheduled change | 1 business day | 5 business days | On closure |
Service credits apply where agreed targets are missed. The credit structure is set per contract and is not capped at a token amount.
Every commitment here is contractual.
If your procurement team wants these in a document before a conversation, ask and we will send them.