Our service level commitment

We want to offer the best possible service and be responsive to the needs and aspirations of our customers. We also want to be honest and transparent about what we can do, what we can’t, how quickly we can respond to your requests and what we ask of you to make sure things run as smoothly as possible.


What guarantees will we make?

Our product is a hybrid: part SaaS (software as a service) and part consultancy. That means our service commitments relate to both the up-time of our software (and server) and the up-time (and practical and mental capacity) of our people.

We can guarantee that our people will always be upfront and honest with you about what we can do and what we can’t do, as well as how much our product will cost, as early as possible in the process. That way, we hope that you’ll only feel ever excited and optimistic when working with us, rather than underwhelmed or disappointed.

We pride ourselves on being responsive and turning things around quickly, as our existing customers will pay testament to. But can’t guarantee to resolve each request within a certain time period, as this will depend on the nature of the issue or request, our own workload and whether we have competing demands from our other customers.

We can, however, guarantee to respond and get to work within a certain time period, as set out in the table below. In practice, we will endeavour to respond to and action your requests in a timely manner, in the spirit of doing a good job and giving you the best possible incentive to work with us again in the future.

What commitments will we make to you?

The table below sets out how quickly we will respond to certain types of request, whether it relates to our systems, server or technical elements of the digital platform, or things that you ask us to action.

Priority level Scenario Response time
Priority 1 (P1) The public participation website is down or unable to be accessed by members of the public. Within 1-2 hours
The public participation website is unable to collect feedback or community data in one or more ways.
A public participant posts an inflammatory or abusive comment which is publicly viewable.
The digital platform has experienced a cyber attack (click here to find out more about how we prevent and react to cyber attacks)
Priority 2 (P2) The client is unable to login to the project team dashboard to access time critical data or carry out a time critical task. Within 3-4 hours
Project information displayed on the public participation website is incorrect and there is a risk of misinformation being spread and having a risk to the success of the project.
The public participation website does not function or display correctly on smartphone or desktop/laptop devices but data capture can still take place.
Priority 3 (P3) Non-critical information needs to be updated on a live public participation website. Within 24 working hours (Monday to Friday, 8.30am to 6.30pm)
Users require first-time access or users are locked out of the dashboard where tasks are not time critical.
Emails generated by the server to participants and/or emails sent from participants and received by the server are not delivered.
Priority 4 (P4) New information or features need to be added to an existing draft or live public participation website. Within 48 working hours (Monday to Friday, 8.30am to 6.30pm)
Priority 5 (P5) A new public participation website needs to be set up and launched. Within 10 working days (Monday to Friday, 8.30am to 6.30pm)


What do we ask of you in return?


Communicate early and clearly

We’ll ask for some details up front before we start work. This helps us give you an accurate cost, deal with any necessary processes early and hit the ground running. Receiving this information later can cause delays, so it’s always best to front-load the information that you provide us.

Keep us in the loop

We understand that things can be delayed or take time, and we’ll always try to accommodate delayed requests, but it’s important that we’re kept in the loop so we can plan our time. If we say something will take a certain amount of time one week, it may not take the same amount of time the week after. If we can find out about the delay when you do, it will help us plan our time as effectively as possible to accommodate you.

Pay promptly

We’re a small, responsive business with a personal service, and our smooth operation depends on being paid on time. If we need to include a purchase order reference on invoices, we ask that you send us this reference before we can start work.

Who should I contact with any questions?

Please send an email to hello@participatr.co.uk and we will be happy to address any questions or queries that you have.