Service Level Statement

1. Introduction

1.1 This Service Level Statement ("Statement") describes the service standards that PlumbGo Ltd (the Company) aims to maintain in relation to PlumbGo.live ("the Website") and the PlumbGo platform ("the Platform").
1.2 The Company is a private limited company registered in England and Wales under company number 17094157, with its registered office at 7 Moor Lane, Cleadon, Sunderland, England, SR6 7TN. After this first reference, PlumbGo Ltd is referred to as "the Company".
1.3 This Statement is provided for transparency only and does not create any contractual guarantees or legally binding service levels.

2. Nature of the Platform

2.1 The Platform enables Homeowners to view and contact self-employed Engineers.
2.2 The Company does not:

• provide plumbing, heating, or related services;
• employ or engage Engineers;
• guarantee responses, attendance, or availability;
• supervise or monitor works;
• enter into contracts on behalf of Users.

2.3 Any agreement for works is strictly between the Homeowner and the Engineer.

3. Platform Availability

3.1 The Company aims to ensure that the Website and Platform are available and operational for the majority of the time.
3.2 The Company may perform maintenance, updates, or improvements which may temporarily affect availability.
3.3 The Company does not guarantee uninterrupted access and is not liable for:

• downtime;
• service interruptions;
• delays;
• technical issues beyond its control.

4. Real-Time Availability Indicators

4.1 Real-time availability displayed on the Platform is provided for general informational purposes only.
4.2 It does not guarantee that any Engineer is:

• available;
• able to respond;
• willing to accept a job;
• able to attend at any particular time.

4.3 Availability indicators are updated by Engineers and may not always reflect their actual status.

5. Response Times

5.1 The Company does not guarantee that:

• Engineers will respond to Job Requests;
• responses will be timely;
• any particular Engineer will accept or attend a job.

5.2 Response times vary depending on the Engineer's workload, location, and personal circumstances.

6. Support Services

6.1 The Company provides support for Platform-related issues via support@plumbgo.live.
6.2 The Company aims to acknowledge support requests within a reasonable timeframe.
6.3 Support is limited to:

• account issues;
• technical problems;
• billing enquiries;
• conduct-related reports.

6.4 The Company does not provide:

• technical advice on plumbing or heating;
• mediation between Homeowners and Engineers;
• emergency assistance;
• scheduling or dispatch services.

7. Data and System Integrity

7.1 The Company takes reasonable steps to maintain:

• secure systems;
• reliable infrastructure;
• appropriate data protection measures.

7.2 The Company does not guarantee:

• error-free operation;
• uninterrupted service;
• immunity from cyber threats.

8. Changes to the Platform

8.1 The Company may update, modify, or enhance the Platform at any time.
8.2 Such changes may temporarily affect performance or availability.
8.3 The Company will make reasonable efforts to minimise disruption.

9. No Guarantees of Work or Income

9.1 The Company does not guarantee:

• job requests;
• visibility;
• engagement;
• income;
• business performance.

9.2 Engineers are solely responsible for their own business outcomes.

10. Limitation of Liability

10.1 To the fullest extent permitted by law, the Company accepts no liability for:

• downtime or service interruptions;
• delays or failures in Platform performance;
• reliance on real-time availability indicators;
• any loss of income, business, or opportunity;
• any indirect, consequential, or economic loss.

10.2 The Company's total liability relating to Platform access is limited as set out in the relevant Terms of Use.

11. Changes to This Statement

11.1 The Company may update this Statement from time to time.
11.2 The latest version will be published on the Website.

12. Governing Law

12.1 This Statement is governed by the laws of England and Wales.
12.2 The courts of England and Wales have exclusive jurisdiction.