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Service Policy

Updated 04.11.2025

Inform People standard Service Policy as reference in your Terms and 
Conditions for the use of the Virtual PA Platform (inclusive of THRIVE)

Support Service

This Support Service policy forms part of the Service Agreement entered into between the Supplier (Inform People Limited) and the Customer and any defined terms used in this Support Service Policy have the meaning set out in the Service Agreement.

  1. The Supplier will use reasonable endeavours to provide the Support Service other than during the period of any Service upgrade. The Customer will be notified in advance of such upgrades and the estimated time period during which the Service will be unavailable.
  2. The Supplier shall use commercially reasonable endeavours to make the Service available 24 hours a day, seven days a week, except for planned maintenance carried out during the maintenance window of 17:00 to 09:00 UK time and unscheduled maintenance performed outside these hours. The Supplier will use reasonable endeavours to give the Customer at least 8 business hours of the same.
  3. The Supplier will supply the Support Services on Business Days between the hours of 9:00 > 17:00.
  4. The Supplier will use reasonable endeavours to resolve a failure of the hosting service or unusable software application within eight (8) hours of the issue being raised. Resolution of other faults will be as reasonably agreed between the Customer and the Supplier and the Supplier will use reasonable endeavours to resolve such fault within three (3) Business Days of the issue being raised unless otherwise agreed
  5. If the Customer believes that a current release fails to perform in accordance with the Service Agreement, then the Customer shall, within fourteen (14) Business Days of such discovery, notify the Supplier in writing [support@informpeople.co.uk] and provide documented example/s of such defect or error and the Supplier shall rectify such defect or error in accordance with the terms of the Service Agreement.
  6. The Support Service does not include services in respect of:
    1. defects or errors resulting from any modifications of the current release made by any person other than the Supplier or any deviation from the Technical Specification;
    2. any version of the licensed program(s) (under the terms of the Service Agreement) other than a current release or approved planned release ;
    3. deployment carried out contrary to the Service Agreement;
    4. incorrect use of the current release or operator error;
    5. any fault in the Customer’s equipment, including equipment not designed or capable of supporting the Service, or in any programs used in conjunction with the current release;
    6. defects or errors caused by the use of the current release on or with the Customer’s equipment or programs not supplied by or approved in writing by the Supplier provided that for this purpose any programs designated for use with the current release in the Technical Specification shall be deemed to have the express approval of the Supplier;
    7. any action by the Customer in breach of the Service Agreement at any time;
    8. the Supplier complying with the terms of the Service Agreement.