NeuroBridge® Services Definition Document (SDD)

Reference ID: SDD-NB-01
Version: 1.7
Effective Date: 06.06.2025
Maintained by: NeuroBridge® Limited
Last Updated: 04.06.2025
Status: Referenced within the NeuroBridge® Terms of Service as a “Service Definition Document”

1. Purpose

This Services Definition Document (“SDD”) describes the standard scope, components, responsibilities, and service levels applicable to the subscription-based delivery of the NeuroBridge Platform. It supports and supplements the terms of the NeuroBridge Terms of Service and any associated Subscription Customer Order.

The SDD is maintained as a live policy. While non-material changes may be made periodically to reflect operational improvements or enhanced services, NeuroBridge will provide reasonable notice of material updates to Clients. The current version of this document shall be made available upon request and will not require re-signature unless expressly agreed otherwise.

2. Service Name

Neuroinclusion Support (NIS) System
This refers to the core Subscription Services delivered via the NeuroBridge Platform.

3. Service Description

The NeuroBridge Platform is a cloud-based Software-as-a-Service (SaaS) solution designed to help organisations develop and sustain inclusive working environments that account for neurodivergent needs. The Platform equips users across HR, leadership, and management functions with the insight, tools, and structure needed to embed inclusive practices.

Licensed Users are granted access to a secure, user-friendly digital environment containing:

• On-demand neuroinclusion training modules and recorded lessons
• Toolkits, templates, and reference resources related to workplace adjustments
• Awareness and internal campaign materials
• Leadership and line manager guidance content
• User-level access and progress tracking
• Usage insights (where available under the Client’s subscription tier)

The Platform is intended for internal organisational use only and is governed by the terms set out in the End User Licence Agreement (EULA).

4. Deliverables

Subject to a valid Customer Order and Client compliance with the terms of the Terms of Service, NeuroBridge shall provide the following standard deliverables:

• Access to the NeuroBridge Platform and all included features for the Subscription Term
• Named Customer Success Manager (CSM) assigned to the Client
• New Platform resources and content released on a regular basis
• Helpdesk and support services during standard hours (see Section 6)
• Periodic service reviews and engagement tracking (see Section 9)

5. Target Users

The services are designed for broad organisational use, with particular value for:

• Human Resources and People Teams
• DEI and Wellbeing Leads
• People Managers and Supervisors
• Senior Sponsors of Inclusion Initiatives
• Neurodivergent Employees (via self-directed usage)

6. Service Hours and Availability

Platform Access

The NeuroBridge Platform is available to Licensed Users on a 24/7 basis, subject to scheduled maintenance or events beyond NeuroBridge’s reasonable control.

Support Hours

Support is provided Monday to Friday, between 09:00 and 17:00 UK time, excluding public holidays in England and Wales. Outside of these hours, support is not guaranteed but may be provided for critical-impact incidents by prior agreement or as part of an enhanced support tier.

7. Service Levels

Platform Uptime

NeuroBridge shall use reasonable endeavours to maintain Platform availability of 99.9% per calendar month, excluding scheduled maintenance windows.

Onboarding Completion

NeuroBridge shall complete standard onboarding activities within ten (10) working days of contract commencement, provided the Client cooperates in a timely manner.

Campaign & Content Release

Where applicable to the Client’s Subscription Tier, custom or templated campaigns shall be delivered within 28 working days from the agreed activation date.

Support Response Times (Business Hours)

Resolution times vary depending on the complexity and severity of the issue.

8. Support and Success Model

NeuroBridge will provide:

• A named Customer Success Manager (CSM) to act as the Client’s primary point of contact.
• Email-based helpdesk support via: [email protected]
• Optional resource walkthroughs or usage consultations via video call (by appointment).
• Escalation pathway to NeuroBridge Management Team where an issue remains unresolved for more than five (5) working days.

The Client agrees to nominate an internal contact to serve as their lead liaison and escalation point.

9. Reviews and Reporting

NeuroBridge shall support continued alignment and value delivery by offering:

• Tier eligibility dependant quarterly success check-ins, to review user engagement, adoption trends, and support queries.

Engagement reviews are collaborative and are intended to ensure Client goals are met throughout the Subscription Term.

10. Change Management

NeuroBridge may periodically release Platform improvements, content updates, or changes to non-material service elements without notice, provided they do not materially degrade the overall service quality or intended purpose.

Where a material change to this SDD is proposed, including changes to:

• Support hours
• Platform access conditions
• Key deliverables or structure

…the Client will be given no less than fourteen (14) days’ notice, unless otherwise agreed. Any material changes will be communicated via email and/or via the Client’s nominated representative.

11. Security, Compliance, and Data Protection

NeuroBridge shall ensure that the Platform complies with applicable laws and data protection regulations, including the UK GDPR and the Data Protection Act 2018.

The Platform uses industry-standard security protocols, including, but not limited to:

• HTTPS encryption (data in transit)
• Encrypted data storage (data at rest)
• User authentication and data access controls

NeuroBridge processes personal data in accordance with its Privacy Policy. Where appropriate, a Data Processing Agreement (DPA) may be executed in addition to this SDD.

Cyber Essentials Certification Details

Valid to: 2026-04-30
Issued on: 2025-04-30
Certificate ID: db9f6aa9-b91f-4d00-aef5-1308251743ea

12. Intellectual Property and Usage Restrictions

All content and Licensed Materials accessed via the Platform remain the exclusive intellectual property of NeuroBridge and/or its licensors. The Client and its Licensed Users are granted a non-exclusive, non-transferable, revocable licence for internal use only, as detailed in the Terms of Service, Customer Order and/or EULA.

The Client must not:

• Republish, sublicense, or distribute Licensed Materials externally
• Modify, reverse engineer, or create derivative works from the content
• Permit unauthorised users to access the Platform or any Licensed Material

Breach of these restrictions may constitute a material breach of the Agreement.

13. Document Control and Versioning

This SDD is maintained and periodically updated by NeuroBridge® Limited. All material updates will be notified to Clients in accordance with Section 10 of this document.

The most current version of this document may be requested at any time. Where expressly required for material changes, an updated version may be appended to the Client’s active Customer Order by mutual agreement.