Support and Service Level Agreement

Transcription

1 Support and Service Level Agreement

2 Service Level LEVEL BASIC STANDARD ENTERPRISE Helpdesk support via Normal hours 9am to 5pm Monday to Friday Helpdesk support via telephone Escalation support Dedicated account manager 365 days a year plus out of hours 5pm to 9pm RESPONSE TIMES (HOW QUICKLY WE WILL BE GETTING BACK TO YOU) Response Time 30 Minutes Response Time 4 Hours Response Time 24 Hours Cost per month: First User Licence FREE Cost per month: Additional licences FREE * Normal hours = A normal working week day Monday to Friday, excluding Bank and Public Holidays, between the hours of 9am to 5pm. SLA Terms and Conditions are below and can be found here: MSA Terms and Conditions can be found here:

3 Support and : 1. INTERPRETATION The following definitions and rules of interpretation apply in this SLA. 1.1 Definitions: Basic Service Level: the level of Support Services as described in Annex A. Commercially Reasonable Efforts: the same degree of priority and diligence with which QuikPlan meets the support needs of its other similar customers. Customer Cause: any of the following causes: (a) any improper use, misuse, operator error or unauthorised alteration or modification of the Software by the Customer; (b) any use of the Software by the Customer in a manner inconsistent with the then-current Instruction Documents; (c) the use by the Customer of any hardware or software not provided by QuikPlan or approved by QuikPlan for use by the Customer in connection with the Software; or (d) any breach of the Customer s obligations under this SLA or MSA; (e) any fault or problem with a Device; and (f) the use of a non-current version or release of the Software. Enhanced Service Level: the level of Support Services as described in Annex C. Enhanced Plus Service Level: the level of Support Services as described in Annex D. Escalation Support: any triage escalated support provided by technicians on the Escalation Contact List to identify and resolve support issues relating to the Software including the resolution of Faults which cannot be resolved by Help Desk Support. Escalation Contact List: a current list of QuikPlan escalation contacts and telephone numbers to enable the Customer to escalate its Support Requests, including: (a) the first person to contact; and (b) the persons in successively more qualified or experienced positions to provide the support sought. Fault: any failure of the Software to operate in all material respects in accordance with the Instruction Documents. 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 including the resolution of Faults. MSA: the master services agreement between the Customer and QuikPlan to which this SLA relates.

4 Out-of-hours Support: any support services provided by QuikPlan in connection with the Software outside the relevant Support Hours. Out-of-scope Services: any of the following services: (a) any services provided by QuikPlan in connection with any apparent problem regarding the Software reasonably determined by QuikPlan not to have been caused by a Fault, but rather by a Customer Cause or a cause outside the QuikPlan s control (including any investigational work resulting in such a determination); or (b) any Support Services provided by QuikPlan not included in the relevant Service Level which has been purchased by the Customer; (c) any Support Services provided at the Customer s site; or (d) Out-of-hours Support. Response Time: the time it takes for QuikPlan to acknowledge receipt of a Support Request. Service Level: the Basic Service Level, the Standard Service Level, the Enterprise Service Level or Enterprise Plus Level; and Service Levels shall be construed accordingly. SLA: this support and services level agreement. Standard Service Level: the level of Support Services as described in Annex B. Support Fees: the fees for Support Services as determined in accordance with the relevant Service Level, as set on in the relevant Order Form. Support Hours: the hours during which Support Services will be provided by QuikPlan as determined by the applicable Service Level. Support Period: the Term applicable to the MSA. Support Request: request made by the Customer in accordance with this SLA for support in relation to the Software, including correction of a Fault. Support Services: support and maintenance of the then-current version or release of the Software, including Help Desk Support, but excluding any Out-of-scope Services. 1.2 All initial capitalised terms in this SLA shall have the meaning given to them in the MSA. 2. SUPPORT SERVICES AND SERVICE LEVEL 2.1 During the Support Period QuikPlan shall perform the Support Services during the Support Hours in accordance with the applicable Service Level. 2.2 QuikPlan offers 4 Service Levels. The Service Level applicable to the Customer shall be the Service Level selected and purchased by the Customer and set out in the relevant Order Form.

5 2.3 As part of the Support Services, QuikPlan shall provide technical support for the Software, including, using Commercially Reasonable Efforts to correct all Faults notified under paragraph 3.6(a), including, as determined by the terms of the applicable Service Level: (a) the provision of Help Desk Support by means of the following address (b) the provision of Help Desk Support by means of the following telephone number ; (c) the provision of Escalated Support; and/or (d) the provision of an account manager nominated by QuikPlan to manage this SLA on behalf of QuikPlan and the relationship between the Customer and QuikPlan in connection with the Support Services. 2.4 QuikPlan may reasonably determine that any services are Out-of-scope Services. If QuikPlan makes any such determination, it shall promptly notify the Customer of that determination. 2.5 The Customer acknowledges that QuikPlan is not obliged to provide Out-of-scope Services. 3. FEES 3.1 The Support Fees shall be payable in accordance with the MSA and be subject to increase in accordance with the terms of the MSA. 3.2 The provision of Support Services on a remote, off-site basis (such as over the telephone or by ) within the Support Period shall be included in the Support Fees. 3.3 The provision of Support Services outside the Support Period or at the Customer s site or the provision of Out-of-scope Services shall be charged for at the applicable time and materials rates set out in the On- Site Training and Support Services document. SUBMITTING SUPPORT REQUESTS AND ACCESS 3.4 The Customer may request Support Services by way of a Support Request. 3.5 Each Support Request shall include a description of the query or problem and the start time of the incident. 3.6 The Customer shall provide QuikPlan with: (a) prompt notice of any Faults; and (b) such output and other data, documents, information, co-operation, assistance and (subject to compliance with all Customer s security and encryption requirements notified to QuikPlan in writing) remote access to the Customer Operating Environment and other systems and facilities as are reasonably necessary to assist QuikPlan to reproduce operating conditions similar to those present when the Customer detected the relevant Fault and/or to respond to the relevant Support Request.

6 3.7 All Support Services shall be provided from QuikPlan s office. 3.8 The Customer acknowledges that, to properly assess and resolve Support Requests, it may be necessary to permit QuikPlan direct access at the Customer site, to the Customer Operating Environment and the Customer s files, equipment and personnel. The Customer shall provide such access promptly. 3.9 The Customer shall keep full backup copies of all of its data The Customer shall nominate a manager to be available to liaise with, and respond to queries from, QuikPlan with regard to any Support Request QuikPlan 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 applicable Service Level. 4. COMMUNICATIONS In addition to the mechanisms for giving notice specified in clause 25 of the MSA, the parties may communicate in respect of any matter referred to in this by (unless specified otherwise).

7 Annex A. Basic Service Level Support Hours Helpdesk Support via Helpdesk Support via telephone Escalation Support Response Time Provision of Account Manager to manage support relationship Fees per month Monday to Friday (excluding bank and public holidays in England) during the hours of 9.00 am and 5.00 pm Excluded Excluded 24 hours Excluded Fees are inclusive of the fees payable for the provision of the Software under the MSA Annex B. Standard Service Level Support Hours Helpdesk Support via Helpdesk Support via telephone Escalation Support Response Time Provision of Account Manager to manage support relationship Fees per month Monday to Friday (excluding bank and public holidays in England) during the hours of 9.00 am and 5.00 pm 4 hours Excluded 39 for first Software licence and 10 for each additional Software Licence.

8 Annex C. Enterprise Service Level Support Hours (Day) Support Hours (Evening) Helpdesk Support via Monday to Sunday (including bank holidays in England) (i.e. 365 days per year) during the hours of 9.00 am and 5.00 pm Monday to Sunday (including bank holidays in England) (i.e. 365 days per year) during the hours of 5.00 pm and 9.00 pm Helpdesk Support via telephone Escalation Support Out of Hours Support (On Call Staff) Response Time 30 minutes Provision of Account Manager to manage support relationship Fees per month but only between Monday to Friday (excluding bank and public holidays in England) 9.00 am to 5.00 pm. 59 for first Software licence and 20 for each additional Software Licence. Annex D. Enterprise Plus Service Level The Enterprise Plus Service Level is a bespoke service, which will be agreed with the Customer, comprising the Support Services and for the Support Fees as set out in or annexed to the relevant Order Form.

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