This Service Level Agreement outlines the technical and customer support provided by The Key Support Services Limited ("The Key") to organisations that subscribe to The Key's products and services ("Customers/members") and the individuals authorised to access those services ("Authorised Users").
This agreement describes the support The Key provides to help Customers and Authorised Users access and use our products and services as intended.
Our support covers The Key's products, services and systems. It does not cover third-party software, internet connectivity, devices or hardware used to access our services, although our support team may provide reasonable guidance where these are affecting a user's ability to access The Key.
We provide a number of ways for Customers and Authorised Users to contact our support team. We aim to respond to all support requests within 2 working days, with urgent or high-impact issues prioritised in line with the service levels outlined below.
In-Product Messaging: Where available, Customers and Authorised Users can contact our support team using the messaging or chat option within The Key's products.
Email Support: Customers and Authorised Users can contact our support team by email at [email protected].
Telephone Support: Customers and Authorised Users can contact The Key's support team on 0800 061 4500 during our normal support hours.
Our support team will assess the request, provide guidance or troubleshooting where possible, and escalate technical issues to the appropriate team where further investigation is required.
Support requests are prioritised according to the severity and impact of the issue on Customers and Authorised Users.
We will use all reasonable efforts to meet and exceed the response times set out below.
Severity Level | Impact Description | Target Response Time |
Severity 1
(Critical) | A major problem that completely interrupts the use of The Key Support for all users, or entirely prevents a service provider from operating. | Within 3 hours (if reported during business hours).
If reported outside business hours, the target is by noon the next business day. |
Severity 2
(High) | A serious interruption affecting multiple users, but the system remains operational for others. | Within 1 business day. |
Severity 3
(Medium) | Intermittent disruptions or minor performance drops that do not completely block normal operations. | Within 5 business days. |
Severity 4
(Low) | Minimal or cosmetic impact on daily operations (e.g., minor bugs or feature requests). | Resolved as part of planned periodic system upgrades. |
Want to talk to us directly? Select the chat button (speech bubble icon) at the bottom of the page. We're available Monday to Friday, 8:30am–5pm (excluding bank holidays).