How we manage the B-SAFE service

Our service management system

Our service management system is maintained to ISO/IEC 20000-1, the IT service management standard: the policy and process set for incident, problem, change, release, configuration, service level and continuity management. We were previously certified to ISO/IEC 20000-1; that certificate has lapsed and has not yet been renewed, so we do not claim current certification. The documentation can be evidenced to customers on request.

The system is operated within our ISO/IEC 27001:2022 certified scope — we are certified to ISO/IEC 27001:2022 by Technical Standards Institute, valid to September 2027 — which covers software development, software as a service, cloud solutions and support, and hosting services.

The processes

Incident management. Customers raise incidents through the ticket system, email, telephone or chat, depending on their subscription. Every incident is registered — including minor ones — prioritised P1 to P4, and worked against the targets below. Incidents are automatically escalated to a fortnightly director meeting for review, and major incidents are notified by email to the customer, and to the ICO only where the customer instructs us.

Problem management. Where incidents recur or point to an underlying cause, we open a problem record separately from the incident, so the incident can be closed while the cause is still pursued. The permanent fix is delivered through the release process, and progress is reported to the customer in the service reporting cycle.

Change management. All changes are requested through our formal change request process and require authorisation from senior IT management. Customer-facing configuration changes are made and tested in the customer's Test environment first. Every change is recorded in the audit trail — when, who, what and how changed.

Release management. We deliver one major release a year, weekly updates, and critical updates not later than one working day. Releases deploy through an automated pipeline requiring a separate approver, so no one person can both write and release code. Standard releases and updates do not require planned downtime.

Configuration management. Each customer has three environments — Test, Training and Production — with their own access, single sign-on registration and notification routing. Configuration is promoted between them as configuration objects rather than rebuilt by hand, and each promotion is audit-trailed. Production data is never copied into non-production environments.

Service level management. These are the targets in our standard terms; the service levels that apply to you are those in your contract. We measure performance against them continuously and publish the results on the support portal; availability is evidenced by third-party monitoring.

Capacity and continuity. There is no limit on the number of users or concurrent users, and customers can increase or decrease user numbers as required. We provide component redundancy — full N+1, or fault tolerant (2N or 2N+1) depending on subscription level — across physically separated locations. Continuity and disaster recovery are covered at the end of this page.

Support: tiers, hours and channels

Options addable to any subscription: chat support; onsite support; additional online training sessions. Standard maintenance — bug fixing, upgrades, software and secure updates — and access to documentation, the user manual and video tutorials are included in Basic support. Prices for the tiers and the options are as in the current Pricing Document.

Service level targets

Customers set and manage the status and priority of their own support tickets. Authorised third parties acting for a customer, such as a customer's IT managed service provider, may use the service desk on the customer's behalf, on the same channels and to the same service levels, at no additional charge. The customer names, and may change, its authorised representatives. Ticket system access is provided within one day.

Account management and service review

Each customer has a named manager as a single point of contact, at no separate charge, together with a dedicated project success manager during roll-out. We hold a quarterly service review with that manager, covering performance against the service levels, incidents and their causes, changes and releases made and planned, and what is coming next in the product. A customer's IT managed service provider is included where the customer has authorised it.

Service reporting

Service performance figures — service desk performance against each priority level, and customer satisfaction — are published to customers on the service performance page of the B-SAFE support portal.

Availability for the 12 months to August 2026 was 99.98%.

Live and historical availability is published on the service status dashboard, which is also available as an API and as email alerts. The underlying service desk data can be provided to a customer on request.

Releases and maintenance notices

Customers are notified of releases, updates and planned changes by email and through the support portal, and through the named manager. Standard releases and updates do not require planned downtime, so there is no maintenance window to announce or work around. Where a change requires a customer to alter its own configuration, we notify it ahead of the release. Legislation-driven change — for example a change to RIDDOR reporting requirements — is delivered through the same release cycle and notified with it.

Continuity and disaster recovery

We maintain a business continuity and resilience framework including a full disaster recovery plan covering the whole recovery process, from backups to restores. The standard subscription objectives are a recovery point objective of 1 hour and a recovery time objective of 4 hours.

High Availability hosting is a published hosting option, carrying a 99.99% availability SLA against the standard 99.9%. Under it the service runs active-active across two physically separated locations within your selected hosting region (UK or EEA) with synchronous replication and automated failover.

High availability protects against infrastructure failure, but not against logical failure — data corruption, an erroneous bulk change, ransomware — so we also hold encrypted, versioned, immutable backups in a separate location within the same hosting region, supporting point-in-time recovery of the whole system, a single record or a single document. Recovery in those cases is a restore to a known-good point, measured in hours.

We practise disaster recovery scenarios regularly. Exercises are documented with the achieved RTO and RPO against objective, defects found and remediation actions; the outcome and remediation plan are available to customers.

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