• CIRCULO •

Client Support Services Policy

Last Updated: 6.08.25

This Support Services Policy (“Policy“) sets out the levels of support offered by Circulo Technology Solutions Ltd (“Circulo“) to clients who purchased Circulo’s cloud-based subscription services of the Software (“Clients”).

1.    Definitions

  • “Architect Module” means the module of the Software that (i) provides an order management system that processes approved quotations into repair orders, (ii) monitors and records repair status updates, (iii) facilitates customer communications through third-party SMS and email providers and (iv) provides authorised access to order information for designated staff members.
  • “Business Days” means any day other than a Saturday, Sunday or public holiday in England.
  • “Business Hours” means 9:00am to 5:00pm UK time on a Business Day.
  • “Capacity Module” means the module of the Software that automates service workflows, manage fulfilment capacity and tracking.
  • “Circuit Module” means the module of the Software that (i) captures and processes customer data for repair bookings and deliveries, (ii) integrates with third-party logistics providers for courier services and label generation, and (iii) facilitates customer communications and processes payments or deposits through authorised third-party payment providers.
  • “Force Majeure Event” means has the meaning set out in clause 7.
  • “Mastermind Module’ means the module of the Software that (i) provides a quotation and payment processing system that generates standardised quotes based on predefined service parameters, (ii) facilitates bespoke quotation requests and modifications, (iii) processes payments or deposits through authorised third-party payment providers, and (iv) provides financial reporting functionality including revenue tracking and order status monitoring.
  • “Response Time” means the time from the receipt of a support request by Circulo to the time Circulo provides a first response.
  • “Scheduled Maintenance” means maintenance that is notified by Circulo at least 24 hours in advance.
  • “Software” means the software developed by Circulo to manage repairs direct to customers comprising the Circuit Platform which comprises the Circuit Module, the Mastermind Module, the Architect Module and the Capacity Module.
  • “Support Period” means the duration of the SaaS agreement between a Client and Circulo in respect of Circulo’s cloud-based subscription services of the Software.
  • “Support Services” means maintenance of the then-current version or release of the Software, including support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Software.
  • “Unscheduled Maintenance” means emergency maintenance to protect system security or stability, which may be carried out without prior notice.
  • “Uptime Percentage” means the percentage of total time in a calendar month during which the Support Services are available, excluding periods of Scheduled or Unscheduled Maintenance or any Force Majeure Event.

2.    Support Services

2. 1 Circulo will supply the Support Services to Clients during the Support Period in accordance with this Policy.
2.2 Unless otherwise expressly set out in this Policy, Circulo will provide the Support Services during Business Hours.
2.3 The Clients shall promptly notify Circulo of any faults or issues related to the Software which they become aware of.
2.4 When Clients contact Circulo to report an issue with the Software, the Client shall include a description of the issue and the date and time when it started.
2.5 Circulo will prioritise all support requests based on its reasonable assessment of the severity level of the issue reported.
2.6 Save for where Circulo reasonably determines that it requires access to the Client’s site to provide the Support Services, all Support Services shall be provided on an off-site basis.
2.7 The supply of the Support Services is conditional upon and subject to Client’s timely providing all necessary information and access to their sites and systems as Circulo may reasonably request.
2.8 Circulo and the Clients may, on a case-by-case basis, agree to a reasonable extension of the Response Times set out in this Policy.
2.9 Circulo will endeavour its best efforts to resolve an issue within the Response Times. If Circulo cannot resolve an issue within the applicable Response Times due to the nature, extent or complexity of the issue, Circulo shall inform the Client and endeavour to resolve the issue as quickly as technically possible.
2.10 Circulo may reasonably determine that any services are not included in the Support Services. If Circulo makes any such determination, it shall promptly notify the Client of that determination.
2.11 The provision of the Support Services outside Business Hours or at the Client’s site will be considered provision of out-of-scope services and will be charged separately.

3. Standard Support Services Response Times

3.1 The following Response Times and communication methods will apply to all Clients at no additional cost:

Nature of the IssueResponse Time
Urgent IssuesWithin 8 Business Hours
High Priority IssuesWithin 24 Business Hours
Standard IssuesWithin 48 Business Hours
General EnquiriesWithin 72 Business Hours

Email Support: support@circulo.tech

3.2 The costs of these standard Support Services will be included or otherwise set out in the fees that apply to Circulo’s cloud-based subscription services of the Software under the applicable agreement between Circulo and the Client.

4.    Enhanced Support Tiers (Optional)

4.1 At any time during the Support Period, Clients may subscribe to enhanced Support Services which will be provided in accordance with the following tiers.

Professional Tier – £2,600 per calendar month (plus VAT)

Nature of the IssueResponse Time
Urgent IssuesWithin 4 Business Hours
High Priority IssuesWithin 12 Business Hours
Standard IssuesWithin 24 Business Hours
General EnquiriesWithin 48 Business Hours

Email Support: support@circulo.tech

Live Chat Support: Available weekdays 9:00am–5:00pm, 1 hour response time

Payment terms: monthly upfront payments

Enterprise Tier – £5,000 per calendar month (plus VAT)

Nature of the IssueResponse Time
Urgent IssuesWithin 2 Business Hours
High Priority IssuesWithin 6 Business Hours
Standard IssuesWithin 12 Business Hours
General EnquiriesWithin 24 Business Hours

Email Support: support@circulo.tech

Live Chat Support: Available weekdays 9:00am–5:00pm, 30 minutes response time
Payment terms: monthly upfront payments
Live Chat Support: Available 24/7, 30-minute response time
To subscribe to enhanced support services under one of these tiers, please contact Circulo at hello@circulo.tech.

5.    Uptime Commitment

5.1 Circulo will use commercially reasonable efforts to make the Services available with an Uptime Percentage of at least 99.5% during each calendar month, excluding:

  • Scheduled Maintenance
  • Unscheduled Maintenance outside Business Hours
  • Force Majeure Events (see clause 7)

6.    Service Credits

6.1 If Circulo fails to meet the Uptime Percentage in a given month, the Clients may be eligible to receive a service credit, calculated as follows:

Uptime AchievedCredit (% of that month’s fee)
< 99.5% but ≥ 99.0%5%
< 99.0% but ≥ 98.0%10%
< 98.0%20%

6.2 Credits must be requested in writing within 14 days of the end of the affected month. Credits will be applied against the next invoice.
6.3 Service credits are the sole and exclusive remedy for failure to meet uptime commitments.
6.4 The service credits are proportionate when considering the Clients’ legitimate interest to address and resolve all issues related to the Software as quickly as possible.

7. FORCE MAJEURE

7.1 A Force Majeure Event means any circumstance not within Circulo’s reasonable control including, without limitation:

  • acts of God, flood, drought, earthquake or other natural disaster;
  • epidemic or pandemic;
  • terrorist attack, civil war, civil commotion or riots, war (declared or not) or threat of or preparation for war;
  • imposition of sanctions, embargo, or breaking off of diplomatic relations;
  • nuclear, chemical or biological contamination or sonic boom;
  • any law or any action taken by a government or public authority;
  • collapse of buildings, fire, explosion or accident;
  • interruption or failure of utility service, internet service provider, hosting provider or any other third party engaged by Circulo in connection with the supply of the Software;
  • cyberattacks or denial-of-service attacks not caused by Circulo’s own failure to implement reasonable security measures.

7.2 Circulo shall not be liable for any delay or failure to perform its obligations under this Policy as a result of a Force Majeure Event.

8.    Amendments

8.1 Circulo may update this Policy from time to time. Any changes will be posted on Circulo’s website with an updated “Last Updated” date. Clients are advised to check this page periodically.

9.    Contact

9.1 If Clients have questions about this Policy or wish to subscribe to a support tier, please contact Circulo at: hello@circulo.tech.