Refresh fixed in 15 minutes, not Monday morning.

Yes. Most teams start on Silver for the first quarter while we onboard and learn the environment. The CFO upgrades to Gold or Platinum when the next high-stakes reporting cycle is approaching. Upgrades take effect on the first of the next month, no contract rewrite required.

A P1 is any incident where a board, executive, or revenue-critical Power BI report is unavailable, showing wrong numbers, or failing to refresh. The SLA lists ten named P1 datasets per customer. Anything on that list, at any time of day, triggers the P1 response clock.

No. The SLA covers the environment, not the developers. Your in-house team continues to build reports. We cover the gateway, capacity, refresh schedule, on-call response, and the named P1 datasets. Many customers run their own delivery and use our SLA only for cover.

Each tier includes a monthly bank of engineering hours used for change requests, model tuning, DAX optimisation, new report builds, and capacity adjustments. Unused hours roll one calendar month, then expire. Hours are reported on the monthly statement with a line-by-line breakdown.

A service credit is calculated against the monthly fee based on the size of the miss. Credit is applied automatically on the next invoice. If we miss the same SLA two consecutive months, you have a contractual right to terminate without notice and a free 60-day handover.

Yes. The P1 list is reviewed quarterly. New executive dashboards can be added when they go live. Old reports can be downgraded when they retire. Each change is logged in writing and takes effect immediately on countersignature.

12 months minimum. Most renew annually. There is no penalty to renew on a higher tier, and there is a written exit clause if we breach the SLA two months running.