Service Level and Support Policy

1. Support channels

Support is available through the following channels:

2. Target response times

Target response times are not guaranteed fix times. They are our target for initial response.

3. Service availability

We aim to keep the application available and reliable. However, we do not guarantee uninterrupted or error-free access unless a separate written service level agreement applies.

The service may be unavailable due to:

• planned maintenance;
• emergency maintenance;
• hosting provider issues;
• HMRC API downtime or changes;
• third-party service failures;
• cyber incidents;
• internet or network outages;
• events outside our reasonable control.

4. Maintenance

We may carry out planned or emergency maintenance to update, secure or improve the application.

Where practical, we will try to provide advance notice of planned maintenance. Emergency maintenance may be carried out without notice.

5. What support includes

Support may include help with:

• login and account access issues;
• basic application usage;
• invoice and customer record functionality;
• email sending configuration;
• HMRC connection troubleshooting;
• bug reports;
• subscription and billing questions;
• security issue reporting.

6. Support exclusions

Unless separately agreed, support does not include:

• tax advice;
• accountancy advice;
• bookkeeping services;
• legal advice;
• correcting your invoice or VAT records;
• checking whether VAT treatment is correct;
• custom software development;
• training beyond standard help materials;
• support for unsupported browsers, devices or third-party systems;
• recovering data deleted by your users where no backup is available.

7. Customer responsibilities

To help us support you, you should:

• provide clear details of the issue;
• include screenshots where appropriate;
• provide dates, invoice numbers or error messages where relevant;
• avoid sending unnecessary sensitive data;
• ensure your users follow good security practices;
• check VAT and invoice data before submission or issue.

8. HMRC and third-party issues

We are not responsible for HMRC API downtime, HMRC account issues, expired authorisation, third-party email provider outages, payment provider issues or hosting provider incidents, but we will take reasonable steps to help identify whether an issue relates to our application or a third-party service.

9. Contact support