Powdr's Support Policy

Overview

This Support Policy outlines the service levels, response times, and support channels provided by Powdr Ltd (“Powdr”) for its cloud-based financial modelling platform (“the Platform”). This policy is designed to meet the requirements of enterprise clients, including regulated institutions such as banks, and ensures timely, secure, and transparent support services.

Scope of Support

Powdr provides support for:

Platform availability and uptime
Technical troubleshooting and defect resolution
Assistance with user access and permissions
Questions about platform functionality and financial modelling features
User onboarding and training resources

Support does not cover:

Third-party software outside of the Platform
Integration problems (e.g. Xero) where we (Powdr) receive an error message from the third party that advises we cannot connect to them
Understanding of the formulas that lead to the calculations of the financial model
Custom financial advice or bespoke financial model building (unless agreed under a separate contract)

Support Channels

Channel	Availability	Notes
Email: help@powdr.co.uk	09:00–17:00 UK time,Mon–Fri	All queries are tracked via our ticketing system
Online chat bot & user guides	24/7	Self-service documentation and FAQs

Severity Definitions and Response Times

Severity	Description	Target Response Time	Target Resolution Time
1 – Critical	Platform is completely unavailable or major functionality is unusable with no workaround.	2 hour	1 business day
2 – High	Significant issue affecting multiple users; workaround exists but severely impacts usage.	4 hours	2 business days
3 – Medium	Issue affects a single user or non-core functionality; workaround available.	1 business day	Up to 14 days (within 2 week sprint cycle)
4 – Low	Minor issue, cosmetic bug, or general query.	2 business days	As soon as practicable

All times are UK business hours unless otherwise agreed in writing.

Incident Management

Clients will receive regular updates during resolution, including:

Initial acknowledgement and severity classification
Status updates for Severity 1 and 2 tickets at agreed intervals
Resolution summary and root cause analysis (if applicable)

Escalation Process

If a support request requires urgent attention or is not resolved to satisfaction, it can be escalated:

Contact your account manager directly.
Escalate to Head of Support: nicola@powdr.co.uk
Final escalation to CTO/COO as appropriate.

Maintenance and Updates

Powdr performs regular platform maintenance, including patches and upgrades. Clients will receive advance notice of:

Scheduled maintenance windows
Any expected service interruptions (usually outside of business hours)
New feature rollouts and deprecations

We aim for 99% uptime, excluding planned maintenance.

Client Responsibilities

To ensure effective support, clients are expected to:

Nominate internal contacts as primary users for technical liaison
Provide timely information relevant to support requests
Maintain secure access credentials and user permissions

Data Security and Confidentiality

All support interactions are handled in accordance with Powdr’s Data Protection Policy and ISO 27001-compliant practices. No customer data will be accessed or shared without prior written consent, except where essential for issue resolution.