Service Level Guide

Purpose

This guide explains Bridge Systems' general approach to acknowledging and prioritising service requests. It is not a guaranteed service level unless incorporated into a written customer agreement.

Response framework

Requests are assessed according to business impact, urgency, safety, security and the availability of required access, information and third-party support.

Standard response window

Unless otherwise agreed in writing, Bridge Systems aims to acknowledge service requests within 24 to 72 hours. Actual response is often faster, but no guaranteed restoration time applies under this general guide.

Exclusions

Delays caused by customer access, third-party carriers, vendors, licensing, unavailable parts, force majeure or systems outside Bridge Systems' control are excluded from response and restoration commitments.

Contract precedence

Any signed quotation, managed service agreement or project-specific SLA overrides this general guide.