Health & Safety Support Service Level Agreement

Version 260319v1

1. Overview

This Service Level Agreement (“SLA”) sets out the terms under which CTC South West Ltd (“the Provider”) delivers Health & Safety consultancy support services to its clients (“the Client”).

This agreement defines the scope of services, responsibilities, response times and terms of engagement.

2. Scope of Service

The following services are included within the standard Health & Safety support package:

  • Telephone support
  • Email support
  • Advice and guidance on Health & Safety matters
  • Updates on relevant legislation, ACOPs and best practice
  • Access to templates, guidance documents and resources

Onsite support, audits, inspections and project-specific work are available as additional services and are chargeable unless otherwise agreed.

3. Service Availability

Emergency Support

  • Available 24 hours per day, 365 days per year
  • Provided via telephone or email

Non-Emergency Support

  • Monday to Friday, 9:00am – 5:00pm
  • Emails received outside of these hours will be reviewed the next working day
  • Calls outside of hours will be handled on a best-efforts basis

4. Response Times

The Provider will aim to respond to requests within the following timeframes:

  • High priority (urgent / incident-related): within 0–8 hours
  • Medium priority: within 48 hours
  • Low priority: within 5 working days

5. Fair Use

Support is provided on a reasonable and proportionate basis consistent with normal business use.

Where service usage is excessive or falls outside the intended scope of the retainer, the Provider reserves the right to:

  • recommend alternative arrangements, or
  • charge additional fees for extended support

6. Client Responsibilities

The Client agrees to:

  • Provide accurate and complete information
  • Implement advice and recommendations appropriately
  • Maintain safe systems of work and comply with relevant legislation
  • Make appropriate personnel available when required

The Client remains the duty holder under Health & Safety legislation.

7. Provider Responsibilities

The Provider will:

  • Provide advice based on current legislation and best practice
  • Respond within agreed timeframes
  • Inform clients of relevant legislative updates
  • Deliver services with reasonable skill and care

8. Payment Terms

  • Services are provided on a 12-month contractual basis
  • Payment may be made annually in advance or monthly via subscription
  • Monthly subscriptions require a full 12-month commitment
  • Failure to make payment may result in suspension of services

Additional services outside the retainer scope will be charged at agreed rates.

All fees are subject to VAT.

9. Suspension and Termination

The Provider reserves the right to suspend or terminate services where:

  • Payments are not made
  • The service is misused or excessively used
  • The Client provides false or misleading information
  • The Client engages in abusive or inappropriate behaviour
  • There is legal or reputational risk to the Provider

No refunds are provided for early termination.

10. Limitation of Liability

The Provider delivers advice based on information supplied by the Client and in accordance with current legislation and best practice.

The Provider does not have control over the Client’s operations, and responsibility for implementation of advice remains with the Client.

The Provider shall not be liable for:

  • Failure to implement recommendations
  • Inaccurate or incomplete information supplied by the Client
  • Undisclosed site conditions or activities

Liability is limited to the level of Professional Indemnity Insurance held.

Nothing in this agreement excludes liability where it cannot legally be excluded.

11. Documents and RAMS

All documents (including RAMS, policies, procedures and templates):

  • Are based on information provided by the Client
  • Are provided as guidance only

The Client is responsible for:

  • Reviewing documents for suitability
  • Communicating requirements to staff
  • Ensuring implementation on site

The Provider is not responsible for misuse or failure to adapt documents.

12. Changes to Service

The Provider may update this SLA from time to time. Any significant changes will be communicated to clients.

By engaging CTC South West Ltd and/or making payment for services, you agree to the terms of this Service Level Agreement.