Float New Media Design Ltd (“Float”) owns and manages the Pathways software platform: https://www.career-pathways.co.uk.
This document sets out the service and support provided by Float to all Pathways customers.
Pathways targets a minimum monthly Platform Availability Level of 99.5%.
Downtime means the period during which one or more of the following services cannot be accessed or used by the Customer, as monitored by Float:
- Embedded Pathways products used by end users
- The Pathways Admin System used by administrators
The following events are not counted as Downtime:
- Routine or Emergency Maintenance carried out by Float; and
- Events outside Float’s direct control, including (but not limited to):
- Force majeure events
- Failures or unavailability of Customer systems
- Internet outages
- Third-party technology or equipment failures used to access the service
Monthly availability is calculated as:
(Total minutes in the month − Minutes of Downtime) ÷ Total minutes in the month
If a failure results in data loss, Float will restore data to the most recent daily backup available before the loss occurred.
Float provides regular maintenance to the Pathways Platform. Maintenance may include:
- Scheduled error corrections
- Software updates and upgrades
- Security patches and system improvements
Where maintenance may cause service interruption (“Routine Maintenance Events”):
- These will normally be performed outside UK office hours
- At least 7 days’ notice will be provided
Emergency maintenance may be carried out when necessary to protect system stability or security.
Routine or emergency maintenance occurring outside standard maintenance windows, and not caused or requested by the Customer, will be treated as Downtime for availability purposes.
Float always aims to minimise service interruptions.
Pathways is designed as a robust and lightweight platform. It does not rely on external third-party service providers to deliver its core functionality, and is therefore not impacted by large-scale outages affecting unrelated providers.
If Pathways were temporarily unavailable, your own website and web pages will continue to load normally. Embedded Pathways components are delivered in a way that prevents blocking behaviour, ensuring your site remains accessible to visitors even if our service is offline.
Float aims to deliver a professional, responsive support experience.
- Office hours: Monday–Friday, 9:30am to 5:30pm (UK), excluding bank holidays.
- During office hours, we will respond to support requests within 4 hours by email or phone.
- Outside office hours, we will respond within 24 hours, or within the first 2 hours of the next working day.
Each Customer will have a dedicated single point of contact for support.
Bugs are treated as high priority.
- During office hours, Float will respond within 2 hours and will aim to resolve the issue as quickly as possible.
- Outside office hours, we will respond within 24 hours, or within the first 1 hour of the next working day.
Training is provided before initial deployment and is available on request.
Training is provided remotely using video conferencing software.
We strive to deliver robust software and excellent service. If you are unhappy with any aspect of our support, please follow the process below:
- Contact your primary Pathways point of contact and explain your concerns.
- If you prefer to escalate immediately, please contact us in writing at:
Stephen Lockhart
Float New Media Design Ltd
4 Miles’s Buildings
Bath, BA1 2QS
We will provide a full response within 28 days.