Service Level Agreement

Overview

Last updated March 2026. This Service Level Agreement is effective for all Skills Hub platform licences.

This document sets out the service levels that Enterprise Skills Ltd commits to for the Skills Hub platform, including availability targets, planned maintenance procedures, and incident response times.

Platform Availability

Enterprise Skills Ltd targets 99.9% platform availability across Skills Hub (schools), Skills Hub Workforce and the Employer Skills Audit, measured on a calendar-month basis. This equates to no more than approximately 43 minutes of unplanned downtime per month.

Availability is measured across the user portal (my.enterpriseskills.co.uk) and the admin portal (admin.enterpriseskills.co.uk), covering both educator and HR / L&D administrator access.

Planned Maintenance

Planned maintenance windows will be scheduled outside UK school and working hours wherever possible, typically evenings or weekends. Controllers will be notified at least 48 hours in advance of any planned maintenance expected to exceed 15 minutes.

The platform's architecture (Netlify with Cloudflare CDN) supports zero-downtime deployments for the majority of updates, meaning most routine releases will have no observable impact on users.

Incident Response Times

Response and resolution targets are defined by incident severity as follows.

Support Hours

Standard support is available Monday to Friday, 09:00 to 17:00 UK time, excluding UK bank holidays and school holidays by arrangement.

For critical data security incidents, contact dpo@enterpriseskills.co.uk at any time. Critical security incidents will be triaged regardless of standard support hours.

Support Channels

Support is provided via email at support@enterpriseskills.co.uk. Responses to non-critical queries will be provided within 1 working day during standard support hours.

When raising a support query, please include a description of the issue, the affected user accounts or cohorts where relevant, and any steps that reproduce the problem. This helps us triage and resolve issues as quickly as possible.

Exclusions

The 99.9% availability target excludes downtime caused by:

• Force majeure events, including but not limited to natural disasters, acts of war, or civil unrest
• Issues with the institution's own network infrastructure or end-user devices
• Third-party internet connectivity failures beyond the platform's infrastructure boundary
• Scheduled maintenance windows communicated to the institution in advance

Infrastructure Resilience

The Skills Hub platform is built on infrastructure designed for high availability and rapid recovery:

• Netlify provides automatic failover and global CDN distribution, ensuring low latency and resilience across geographic regions
• Cloudflare provides DDoS protection, automatic traffic routing, and edge caching, with the ability to absorb large traffic spikes without service degradation
• Supabase provides automated daily backups with point-in-time recovery, ensuring data can be restored in the event of a database incident
• Application code is version-controlled in GitHub, enabling rapid rollback to a previous release if a deployment introduces a regression