Client Service Level Table v1 8 August 2019


SeverityDefinition Response Time (Max)Resolution Times (within control of the business) Update (Max) Target
1EmergencyService not available (all users and functions)30 MinsIn Communication Hourly100%
2UrgentSignificant degradation of the service.1 Hour 20 Mins8 hours4 hours95%
3HighLimited service degradation.5 Hours 30 Mins24 hours8 hours95%
4NormalSmall service degradation. 32 hours3 days24 hours95%
5Low – Nuisance issues.Issues which do not lead to service degradation.4 weeks1 Month 1 week95%

SERVICE LEVEL AGREEMENT

1.INTERPRETATION

The following definitions and rules of interpretation apply in this schedule.

1.1 Definitions:

Commercially Reasonable Efforts:  the same degree of priority and diligence with which the Supplier meets the support needs of its other similar customers.

Contact List:  a current list of Supplier contacts and telephone numbers to enable the Customer to escalate its Support Requests, including:

  • the first person to contact; and
  • the persons in successively more qualified or experienced positions to provide the support sought.

Customer Cause:  any of the following causes:

  • any improper use, misuse or unauthorised alteration of the Software by the Customer;
  • any use of the Software by the Customer in a manner inconsistent with the then-current Documents;
  • the use by the Customer of any hardware or software not provided by the Supplier [or approved by the Supplier in the Specification for use by the Customer in connection with the Software]; or
  • the use of a non-current version or release of the Software.

Fault:  any failure of the Software to operate in all material respects in accordance with the Specification and Documents, including any failure or error referred to in the Service Level Table.

Help Desk Support:  any support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Software.

Higher-level Support:  any higher-level support provided by an individual on the Contact List.

Main Agreement:  the agreement to which this schedule relates.

Out-of-scope Services:  either of the following services:

  • any services provided by the Supplier in connection with any apparent problem regarding the Software reasonably determined by the Supplier not to have been caused by a Fault, but rather by a Customer Cause or a cause outside the Supplier’s control (including any investigational work resulting in such a determination); or
  • any Higher-level Support provided in the circumstances specified in Paragraph 2.3.

Service Levels:  the service level responses and response times referred to in the Service Level Table.

Solution:  either of the following outcomes:

  • correction of a Fault; or
  • a workaround in relation to a Fault (including a reversal of any changes to the Software if deemed appropriate by the Supplier) that is reasonably acceptable to the Customer.

Support Hours:  [Seven days a week, 24 hours a day including Bank Holidays except Christmas Day 

Support Period:  the Term and, if requested by the Customer, any period during which the Customer transfers the Services to an alternate service provider.

Support Request:  request made by the Customer in accordance with this schedule for support in relation to the Software, including correction of a Fault.

Support Services:  maintenance of the then-current version or release of the Software, including Help Desk Support and Higher-level Support, but excluding any Out-of-scope Services.

1.2 All initial capitalised terms in this schedule shall have the meaning given to them in the Main Agreement.

2.SUPPORT SERVICES

2.1 During the Support Period the Supplier shall perform the Support Services during the Support Hours in accordance with the Service Levels.

2.2 As part of the Support Services, the Supplier shall:

(a)provide Help Desk Support by means of the following telephone number [TELEPHONE NUMBER] and e-mail address [E-MAIL ADDRESS];

(b)commit appropriate resources to the provision of Higher-Level Support;

(c)where Help Desk Support is not provided within the relevant Service Level response time and the Customer escalates its Support Request to an individual of appropriate qualification or experience on the Contact List, provide Higher-Level Support;

(d)use Commercially Reasonable Efforts to correct all Faults notified under Paragraph 3.3(a); and

(e)provide technical support for the Software in accordance with the Service Levels.

2.3 Any Higher-level Support requested by the Customer and provided by an individual whose qualification or experience is greater than that reasonably necessary to resolve the relevant Support Request shall be deemed an Out-of-scope Service, provided that an appropriately qualified or experienced individual was available at the time when the Higher-level Support was sought.

2.4 The Supplier may reasonably determine that any services are Out-of-scope Services. If the Supplier makes any such determination, it shall promptly notify the Customer of that determination.

2.5 The Customer acknowledges that the Supplier is not obliged to provide Out-of-scope Services.

3.SUBMITTING SUPPORT REQUESTS AND ACCESS

3.1 The Customer may request Support Services by way of a Support Request.

3.2 Each Support Request shall include a description of the problem and the start time of the incident.

3.3 The Customer shall provide the Supplier with:

(a)prompt notice of any Faults; and

(b)such output and other data, documents, information, assistance and (subject to compliance with all Customer’s security and encryption requirements notified to the Supplier in writing) remote access to the Customer System, as are reasonably necessary to assist the Supplier to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and to respond to the relevant Support Request.

3.4 All Support Services shall be provided from the Supplier’s office.

3.5 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit the Supplier direct access at the Customer Site to the Customer System and the Customer’s files, equipment and personnel.

3.6 The Customer shall provide such access promptly, provided that the Supplier complies with all the Customer’s security requirements and other policies and procedures relating to contractors entering and working on the Customer Site notified to the Supplier.

4.SERVICE LEVELS

4.1 The Supplier shall:

(a)prioritise all Support Requests based on its reasonable assessment of the severity level of the problem reported; and

(b)respond to all Support Requests in accordance with the responses and response times specified in the table attached.

4.2 The parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Service Level response times.

4.3 The Supplier shall give the Customer regular updates of the nature and status of its efforts to correct any Fault [and monthly reports as to achievement of Service Levels and Service Credits to which the Customer has become entitled].

5.SERVICE CREDITS

As the support service is free of charge, there will be NO issuing of service credits. 

6.OTHER REMEDIES

6.1 If a Solution is not provided within the relevant Service Level response time, the Customer may escalate the Support Request to the parties’ respective relationship managers identified below and then to their respective senior management identified below:

[Contact the Directors Via email].

7.COMMUNICATIONS

7.1 In addition to the mechanisms for giving notice specified in clause [NUMBER] of the Main Agreement, the parties may communicate in respect of any matter referred to in this by email.

Signed by [NAME OF DIRECTOR] 

for and on behalf of RoomAgree Ltd                                   ..…..…………………….

Signed by [NAME OF DIRECTOR]

for and on behalf of [Name of Client]                                     ……………………………