1. Introduction
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• At Advanced Infrastructure, we are committed to delivering enterprise-grade Software-as-a-Service (SaaS) solutions efficiently and reliably. This Fulfilment Policy outlines the processes and expectations regarding the provisioning, delivery, and support of our SaaS products and services.



‍2. Service Provisioning
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• Upon successful contract execution and payment confirmation, access credentials and relevant onboarding materials will be provided within 30 business days.
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•User accounts, system configurations, and integrations will be provisioned according to the agreed-upon implementation schedule.
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•Any customisation or additional configuration requests will be evaluated and implemented per the mutually agreed-upon scope and timeline.
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3. Delivery of Services
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•Our SaaS solutions are delivered electronically via secure cloud-based platforms.
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•Customers will receive login credentials, API keys (if applicable), and access to relevant documentation upon service activation.
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•Scheduled maintenance, upgrades, and updates will be communicated in advance through official channels.
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‍4. Service Availability & Support
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•Advanced Infrastructure guarantees a service uptime of 99.7% as per our Service Level Agreement (SLA).
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•Support is available in business hours through email, live chat, or phone.

•Incident response times vary based on priority levels and are detailed in our SLA.

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‍5. Changes to Services

•We reserve the right to modify, enhance, or discontinue features of our services to improve performance, security, or user experience.

•Customers will be notified of significant changes in accordance with the terms specified in their contract.

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‍6. Refunds & Cancellations

•Refund eligibility is governed by our Refund Policy and is typically applicable only in cases of service failure or contractual breach.

•Subscription cancellations are as specified in the customer agreement.

•Upon cancellation, access to the service will be revoked at the end of the current billing cycle, unless otherwise agreed.



‍7. Customer Responsibilities

•Customers are responsible for providing accurate information required for service provisioning.

•Compliance with our Acceptable Use Policy and Security Guidelines is mandatory.

•Customers must maintain the confidentiality of their access credentials and notify us immediately of any unauthorised use.



‍8. Governing Law & Dispute Resolution
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•This Fulfilment Policy is governed by the laws of England and Wales.
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•Any disputes will be resolved through arbitration or mediation as per the customer agreement.

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‍9. Contact Information

•For any fulfilment-related inquiries, please contact our support team at support@advanced-infrastructure.co.uk
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•Advanced Infrastructure reserves the right to update this Fulfilment Policy at any time.
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•Effective Date: 1 Mar 2025