Service Level Agreement (SLA)

1. Introduction

This Service Level Agreement ("SLA") explains the level of service customers can reasonably expect from SeniorEase. It outlines the services we provide, the scope of our support, our standard support hours, how quickly we respond to enquiries and issues, what happens if we don't meet these standards, and what falls outside the scope of this SLA. This SLA forms part of, and should be read alongside, our Terms & Conditions.

2. Services Covered

This SLA applies to all SeniorEase subscription plans and covers:

• Scheduled one-to-one tutoring sessions (smartphone, tablet, and computer support)
• Scam and fraud awareness training
• General technical support via phone and email
• Family progress notifications (where enabled)

3. Support Hours

• Standard support hours: Monday to Friday, 9:00 AM – 5:00 PM GMT/BST
• Support requests received outside these hours will be addressed on the next business day.
• Scheduled tutoring sessions may be booked within standard support hours, subject to availability.

4. Response Times

• General enquiry (email/phone): Within 1 business day
• Technical support issue: Within 1 business day
• Urgent/safety-related concern (e.g. suspected scam in progress): Within 4 business hours
• Booking or rescheduling request: Within 1 business day

These are target response times, not guaranteed resolution times — some issues may take longer to fully resolve depending on complexity.

5. Session Scheduling and Rescheduling

• Sessions should be rescheduled or cancelled with at least 24 hours' notice where possible.
• If SeniorEase needs to reschedule a confirmed session, we will notify the customer as early as possible and offer the next available alternative slot at no extra cost.
• Repeated late cancellations (less than 2 hours' notice) by the customer may be treated as a completed session, in line with our Refund & Cancellation Policy.

6. Platform Availability

Where SeniorEase provides access to an online account portal or app, we aim for at least 99% monthly uptime, excluding scheduled maintenance windows (which will be communicated in advance where possible).

7. What This SLA Does Not Cover

This SLA does not guarantee or cover: faults or limitations of the customer's own device, software, or internet connection; issues arising from third-party apps or services outside SeniorEase's control (e.g. WhatsApp, Zoom, the customer's email provider); complete prevention of scams or fraud — we provide training and guidance, not a guarantee of outcome; delays caused by circumstances outside our reasonable control (e.g. network outages, extreme weather).

8. Escalation Process

If a customer is not satisfied with the resolution of a support request:
1. Contact support@senioreease.com referencing the original request.
2. If unresolved within 5 business days, the matter will be escalated to a senior member of the support team for review.
3. If still unresolved, the customer may raise the matter formally in writing, and SeniorEase will respond with a final position within 10 business days.

9. Remedies for Missed Commitments

Where SeniorEase fails to meet the response times or scheduling commitments set out in this SLA: the customer may request a complimentary make-up session, or a pro-rated credit against their next billing cycle, at SeniorEase's discretion, reflecting the missed service.

10. Reviews and Changes to This SLA

This SLA is reviewed periodically and may be updated to reflect changes in our Services. Material changes will be communicated to active subscribers by email at least 14 days before they take effect.

11. Contact Us

Email: support@senioreease.com
Phone: +44 (0) 330 401 0019
Address: SeniorEase, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF