Support & Maintenance Policy

Overview

This policy outlines how Pobl provides ongoing support and maintenance for digital platforms and services.

It is intended as a general guide to how we manage support, prioritise work, and maintain systems. Where a separate support agreement, SLA, or contract is in place, that agreement will take precedence.

Scope of support

Our support and maintenance services are designed to ensure that platforms remain stable, secure, and effective over time.

Support may include:

• Technical issue resolution
• Platform maintenance and updates
• Performance monitoring and optimisation
• Minor improvements and enhancements
• General support and advice

The exact scope of services will vary depending on the agreed arrangement with each client.

Support requests

Support requests can be raised via agreed communication channels, typically email or a shared project system.

We aim to:

Acknowledge requests within a reasonable timeframe
Assess the issue and determine priority
Schedule or respond based on urgency and available capacity

Priority and response

Support requests are prioritised based on their impact.

Typical categories include:

Critical

Issues that prevent a platform or core service from functioning.

Prioritised immediately

Work begins as soon as reasonably possible
High

Serious issues affecting functionality or performance.

Assessed and scheduled as a priority

Medium

Issues that impact usability or specific features.

Scheduled through the normal workflow

Low

Minor issues, improvements, or general support queries.

Addressed as part of ongoing work

Response times refer to acknowledgement and initial investigation, not full resolution.

Maintenance and updates

We carry out regular maintenance to keep platforms secure and up to date.

This may include:

System and software updates
Security patching
Monitoring and issue prevention
General housekeeping and optimisation

Maintenance is planned to minimise disruption wherever possible.

Ongoing improvements

Support often includes continuous improvement.

Work may be used to:

Refine user experience
Improve performance and accessibility
Introduce new features or enhancements

Priorities are agreed collaboratively and delivered over time.

Client responsibilities

To support effective delivery, clients are expected to:

Provide clear information when raising issues
Make relevant team members available where needed
Provide timely feedback and approvals

This helps ensure that issues can be resolved efficiently.

Third-party systems

Where platforms rely on third-party services (such as hosting, integrations, or software providers), resolution times may be affected by those providers.

We will manage communication and escalation where appropriate, but are not responsible for third-party performance.

Limitations

Support and maintenance services are delivered within agreed capacity and scope.

Work outside of this may:

Be scheduled separately
Be quoted as additional work
Be prioritised based on urgency and availability
Changes to support arrangements

Support arrangements may evolve over time.

Where changes are required, these will be discussed and agreed in advance to ensure clarity and continuity.

Relationship to other agreements

This policy applies where no separate support or maintenance agreement is in place.

Where a contract, SLA, or service agreement exists, that agreement will override this policy.

Final note

We aim to provide reliable, responsive, and practical support that helps clients maintain and improve their platforms over time.

If anything is unclear, we encourage open discussion to ensure expectations are aligned.