Service Levels & Delivery

Delivery targets

These are targets from the point payment is confirmed and any compliance review has cleared, not from order placement. Where a review is required we tell you at the point of order.

• Standard contact database packages: 1–3 business days from confirmed payment.
• Custom or researched datasets: quoted individually before payment, typically 3–10 business days.
• VoIP account activation: 1–2 business days after route availability and compliance review.
• Managed VICIdial servers: 1–3 business days for provisioning and configuration.
• Cloud desktops: within 1 business day of confirmed payment.

Data quality commitment

We do not commit to a contact rate, answer rate, conversion rate or campaign outcome, and any supplier that does should be treated with suspicion. Those depend on the offer, timing, targeting and execution, which are outside our control.

• Delivered files match the agreed field specification, format and record count.
• Syntactic validation and de-duplication are applied before delivery.
• Suppression is applied at delivery time.
• Where more than 10% of delivered records fail the agreed specification, the affected records are replaced free of charge, or a pro-rata credit is issued if replacement is not possible.
• Quality claims must be raised within 7 days of delivery with a sample of the failing records.

Infrastructure availability

• Managed servers and cloud desktops: 99.5% monthly availability target, excluding scheduled maintenance.
• Scheduled maintenance is notified at least 48 hours in advance where practical.
• Service credits for a missed monthly target are applied against the following month on written request within 30 days.
• VoIP routes depend on upstream carriers; we do not control third-party network faults but will reroute where an alternative is available.

Support response

• General enquiries: within 24 hours via WhatsApp, Telegram or email.
• Order and payment queries: same business day where raised during business hours.
• Service-affecting infrastructure faults: prioritised ahead of general enquiries.
• Data rights requests from individuals: acknowledged within 5 business days, as set out in Your Data Rights.

When we cannot deliver

If a route, dataset or configuration turns out not to be available or lawful for the requested use, we say so and cancel rather than substituting something different. Prepaid amounts for undelivered services are refunded in accordance with the Refund Policy.