This page sets out Uni Compare's response targets and support practices for the lead-delivery integration. It is written in plain English; there is no legal jargon. Read it alongside the rest of this documentation.
What this SLA covers
This SLA covers our commitment to respond to and address incidents in the lead-delivery integration. This is the service that delivers prospect leads from universitycompare.com into your CRM. It covers our middleware, the delivery workflow, and how we respond when something goes wrong.
Severity levels
We classify each incident into one of three levels. You can suggest a level when reporting; we will confirm or adjust in consultation with you.
1. Blocker — full outage:
Leads are not arriving in your CRM at all.
All leads of one CRM type are failing (for example, all Salesforce deliveries).
Data corruption, or a material security incident affecting prospect data.
2. Medium — partial degradation:
Leads are arriving but consistently delayed beyond ~30 minutes (versus typical ≤ 5 minutes).
One lead type (for example, UCAS Clearing) is failing while others continue working.
Specific field mapping is broken in your CRM (for example, the course-of-interest field arrives empty).
3. Minor — small issues:
Cosmetic issues in the data (formatting, capitalisation).
A single specific lead potentially missing. We can replay it.
Documentation inconsistency or unclear wording.
Clarification questions not blocking anyone's work.
Response targets
We will initially respond to incident reports within these timeframes:
Blocker — within 1 Business Day.
Medium — within 5 Business Days.
Minor — within 30 Business Days.
These are response targets, not guaranteed resolution times. In practice we usually respond significantly faster. Blocker incidents are typically handled within minutes during Business Hours. The targets above are our contractual minimum.
How to report incidents
Use either:
The chat widget at the bottom-right of any page in this documentation (fastest for Blocker incidents).
When reporting, please include where reasonably possible:
What you are seeing (a description of the issue and its impact).
When it started.
Which CRM is affected.
Your suggested severity level.
Any screenshots or relevant log entries.
Limitations and best-efforts commitment
Uni Compare is a small team and provides this SLA on a commercially reasonable best-efforts basis. We cannot guarantee perfect uptime, but we will use commercially reasonable best efforts to deliver leads reliably and to meet the response targets above.
This SLA does not cover, and we make no service-level commitment with respect to:
Your CRM's own availability (HubSpot, Salesforce, Microsoft Dynamics 365, Azorus, or GeckoEngage outages).
Your network, authentication, or infrastructure issues.
Changes you make to your CRM that break the field mapping we agreed at onboarding.
Third-party services that sit downstream of our delivery to your CRM (for example, if your CRM forwards data to another system).
Force majeure events.
Business Hours
09:00–18:00 UK time, Monday to Friday, excluding UK public holidays.
Security incidents
For incidents involving personal data, see the contact details on the "Data protection" page in addition to the channels above. This includes security breaches under UK GDPR Article 33.
Review
We review this SLA at least annually and may update it to reflect operational learning. We'll notify you of any material changes.