1. Purpose
This Service Level Statement explains the expected platform availability, support response approach, service limitations and communication standards for HSEQ ConsultHub. It supports consultancy firms using the platform to provide branded HSE and quality compliance workspaces to their own clients.
This statement sets out expectations for HSEQ ConsultHub as a software platform. It is not a consultancy service level agreement, it does not include service credits unless a signed counterpart says otherwise, and it does not replace the professional responsibilities of the consultancy firm. The incorporated Platform Services and Service Levels document states the same operational limits.
This is a software platform. Completing a workflow, generating a document, receiving an output or signing an agreement does not certify legal compliance. The customer organisation remains the duty holder for its legal and regulatory duties. The Provider is not appointed as competent person, professional adviser, consultant, sub-consultant, principal designer, principal contractor or other statutory dutyholder. Platform outputs, including AI drafts, are not advice and must be reviewed by a competent person before they are relied on or put in force.
2. Scope of service
HSEQ ConsultHub provides access to consultant and client workspaces, module allocation, health check workflows, reporting tools, document control, inspections, project records where those modules are purchased, support request workflows, Verification where enabled, and usage-based billing calculations. Consultancy firms remain responsible for their own client advice, interpretation of compliance information, service delivery, client communication, invoicing and professional judgements.
3. Platform availability
HSEQ ConsultHub Ltd will aim to provide reliable access during normal operation. Availability may be affected by planned maintenance, feature releases, configuration changes, security updates or incident response. No percentage uptime target and no service credit is committed in this statement.
4. Support response expectations
| Support category | Description | Expected response approach |
|---|---|---|
| Critical access issue | Platform access is unavailable for a consultancy workspace or a core workspace is inaccessible. | Prioritised review as soon as reasonably practicable after HSEQ ConsultHub Ltd is notified. |
| High priority issue | A key purchased workflow is materially impaired, such as reporting, health check submission or client workspace access. | Prompt investigation and updates until resolved or a workaround is provided. |
| Standard support request | General usage, configuration, onboarding, module assignment or account support request. | Handled in order of priority and operational impact. |
| Feedback or enhancement | Product improvement suggestion or non-urgent feature request. | Use the public “Can’t find what you’re looking for?” form. Captured for review and not guaranteed for release. |
5. Maintenance and updates
HSEQ ConsultHub Ltd may carry out maintenance, security improvements, feature updates and configuration changes. Where practicable, planned maintenance affecting user access will be communicated in advance. Emergency maintenance may be carried out without prior notice where necessary to protect platform stability, security or data integrity.
6. Data, security and access responsibilities
HSEQ ConsultHub Ltd will apply reasonable security, access-control and consultancy-space separation measures as described in the Data Processing Agreement. Consultancy firms are responsible for managing their own user access, removing users who no longer require access, ensuring client information is entered accurately and maintaining appropriate professional controls over advice provided through or alongside the platform.
7. Exclusions
This statement does not guarantee uninterrupted access, error-free operation, completion of requested feature enhancements, availability of unpublished modules, legal compliance certification, ISO certification, professional consultancy advice, or collection of the consultancy firm’s own client invoices. Purchased live modules, including document control where licensed, remain subject to the limitations in this statement.
8. Communication
Support and incident notices may be sent by email or shown in the platform. Consultancy firms must keep billing and administrator contacts current. Day-to-day platform questions should be raised through the contact form. info@sinclairsafetysolutions.co.uk remains the controller contact named in the Privacy Policy.
9. Changes to this document
HSEQ ConsultHub may update this Service Level Statement from time to time to reflect platform changes, legal requirements, security improvements or commercial developments. The date at the top of the published page is the current version. Continued use of the platform after that date is acceptance of the updated document, except where a signed written agreement with HSEQ ConsultHub Ltd says otherwise.
10. Governing law
This Service Level Statement is governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction over any dispute arising out of or in connection with it, except that HSEQ ConsultHub Ltd may seek injunctive or other relief in any court of competent jurisdiction to protect its intellectual property, confidential information or platform security.