Support Service Levels

This document sets out how Drive Network Support Limited ("DNS", "we") provides support to business and home customers ("you"). It forms part of your agreement with us and should be read with the DNS Terms and Conditions.

It covers managed IT support, cybersecurity services, network monitoring, CNC and industrial systems support, and Secure Edge Gateway Platform (SEGP) services. Your module, covered hours and any on-site visits are confirmed in your order or contract. Where that document differs from this one, your order or contract takes priority.

Remote is for home users. Standard, Premium and Ultimate are for commercial customers. Ad-Hoc is pay as you go with no contract. Prices are by quotation and confirmed in your order.

Cover runs into the evening because faults do not stop at 5pm. A commercial customer can set its 12 hours to match its shifts, for example 09:00–21:00 or 11:00–23:00. No module runs longer than 12 hours in a day.

Support is provided during the covered hours of your module, UK time, 7 days a week. Commercial customers have 12 hours of cover Monday to Friday and 09:00–14:00 at weekends. Home users have 12 hours of cover every day, 11:00–23:00. A machine or computer that fails after 5pm does not have to wait until the next morning. Support arrangements are provided by agreement. Extended support coverage of up to 12 hours can be agreed where required.

• Bank holidays: England and Wales bank holidays are not covered unless agreed in writing.
• Outside covered hours: we do not provide out-of-hours or round-the-clock support. Work outside covered hours can be arranged in advance for a specific job, such as a planned upgrade, and is charged separately.
• Requests received outside covered hours are logged and handled from the start of the next covered period.
• General enquiries: we reply within 1 working day.

We set the priority when you log a request, and you can ask us to change it. Response means an engineer has acknowledged the issue and started work. Targets are counted in covered hours only, and they are targets we aim to meet, not guarantees.

• Resolution: we do not set fixed fix times, because many faults depend on third parties, parts or machine vendors. For P1 issues we keep working through your covered hours until the service is restored or a workaround is in place, and we update you at agreed intervals.
• Ad-Hoc: no response targets apply. Jobs are booked at the earliest time we can both agree.
• How to log a request: by phone on +44 1582 858057, by email to info@dnsupport.co.uk, or through the customer portal. For P1 issues, please phone.

SEGP services are provided under a separate pilot or service agreement. Where SEGP is deployed, support may include gateway health monitoring, asset discovery, alerts and remote diagnostics. SEGP improves visibility of your network; it does not guarantee that equipment connected to it will run without interruption.

Many CNC and industrial machines run operating systems and protocols that their makers no longer support, such as Windows XP or NT. For these machines:

• Support is provided on a reasonable-endeavours basis, because no security updates or vendor fixes may exist.
• We will not change machine controller software, settings or programs without your written approval.
• Machine warranty, servicing and mechanical faults remain with the machine maker or your service contractor.
• You remain responsible for backups of machine programs and settings unless we have agreed a backup service in writing.

We can only meet our targets if we have what we need to do the work. You agree to:

• Name at least one contact who can approve changes, and keep their details up to date.
• Give us timely access to systems, premises, documentation and licence details.
• Log every request by phone, email or the customer portal so it can be tracked.
• Keep software licences valid and tell us about changes to your systems or sites.
• Provide suitable power, connectivity and a safe working environment for on-site work.
• Keep backups of your data unless we provide a backup service under your agreement.

If these are not in place, our response targets may not apply to the requests affected.

The following are outside this agreement unless your order or contract says otherwise. We can usually help with them as separately charged work.

• Faults caused by internet providers, cloud services, utilities or other third parties.
• Hardware or software that we do not supply or manage.
• Problems caused by changes made by you or another supplier without our agreement.
• Damage, misuse, or security incidents that result from our written recommendations not being followed.
• New projects, installations, office moves and training.
• Events outside our reasonable control, such as power cuts, severe weather or supplier failures.

If you are not happy with how a request is being handled, you can ask for it to be escalated at any time.

1. Support engineer: first point of contact for every request.
2. Director, Lennux Ferdinand: reviews any escalated request and agrees next steps with you.

To escalate, phone +44 1582 858057 or email info@dnsupport.co.uk with your request reference.

• Planned maintenance: we give at least 48 hours' notice for routine work and 7 days' notice for major changes where practical, and we schedule it to avoid production time where we can.
• Emergency maintenance: we may act straight away to protect systems from a security or safety risk, and we tell you as soon as we reasonably can.
• Data protection: we handle personal data in line with UK GDPR and the Data Protection Act 2018. Where we process personal data for you, we sign a data processing agreement.
• Security incidents: if an incident affects your data, we tell you without undue delay once it is confirmed.
• Confidentiality: each of us keeps the other's confidential information private and shares it only with people who need it to deliver the service and are bound to keep it confidential.

• Liability: our liability is set out in the DNS Terms and Conditions. Nothing in this document limits liability that cannot be limited by law.
• Term: contracts run for the period in your order. Monthly agreements continue until either of us gives 30 days' written notice.
• Ending the agreement: when it ends, we remove our access and return or securely delete your data and credentials within 30 days, unless we agree otherwise.
• Changes: we may update this document when our services or the law change. We give you at least 30 days' notice of any change that reduces your service.
• Governing law: this agreement is governed by the law of England and Wales. We will first try to settle any dispute by talking it through.