Last Updated: October 13, 2026
1. Purpose and Scope
This Service Level Agreement (“SLA”) outlines the performance standards, response time commitments, and service guarantees provided by Claryon Group Ltd trading as Vellogy to our commercial clients, property managers, landlords, and residential customers across Greater London.
2. Service Classifications and Response Targets
A. Emergency Priority (Priority 1)
- Definition: Critical incidents posing an immediate threat to life, property security, or major utility failure (e.g., severe water leaks, total electrical failure, gas leaks, or emergency lockouts).
- Target Response Time: Acknowledgement and dispatch triage within 15 to 30 minutes.
- Target On-Site Arrival: Arrival on-site within 1 to 2 hours.
B. Urgent Priority (Priority 2)
- Definition: Urgent repairs impacting habitability or business continuity without immediate catastrophic hazard.
- Target Response Time: Acknowledgement and scheduling within 2 hours.
- Target On-Site Arrival: Same-day (4 to 8 hours) or pre-agreed priority slot.
C. Standard / Scheduled Priority (Priority 3)
- Definition: Routine maintenance, minor repairs, or periodic inspections.
- Target Response Time: Acknowledgement within 4 business hours.
- Target On-Site Arrival: Scheduled within 24 to 72 hours.
3. Contractor Vetting and Quality Standards
- Vetted Network: All contractors maintain appropriate trade accreditations and insurance coverage.
- Workmanship Guarantee: Repairs are backed by our workmanship guarantee as detailed in our Terms and Conditions.
4. Exclusions & Contact Information
SLA targets are subject to site access availability and force majeure events. For inquiries or emergency dispatch:
- Company Name: Claryon Group Ltd (t/a Vellogy)
- Registered Address: 203 Devonshire Hill Lane, London, N17 7NP, United Kingdom
- Contact Email: hello@vellogy.com
- Phone: 07498 843 983