Support & Service Levels

Unless otherwise provided herein, this SLA is subject to the provisions of the applicable mutually signed and executed Zero Burden Service Agreement.


Provider Service Commitment: 99.95% Uptime

Provider will use commercially reasonable efforts to make the Hosted Solution available with a Monthly Uptime Percentage of at least 99.95% during any monthly billing cycle (the “Service Commitment”). Subject to the SLA Exclusions (as defined below), if Provider does not meet the Service Commitment, Customer will be eligible to receive a Service Credit.

A Monthly Uptime Percentage of 99.95% means that Provider guarantees Customer will experience no more than 21.56 min/month of Unavailability.


2. Definitions

Maintenance” means scheduled Unavailability of the Hosted Solution Service, as notified by Provider prior to it becoming Unavailable.

Monthly Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the month in which the Hosted Solution was Unavailable. Monthly Uptime Percentage measurements exclude downtime resulting directly or indirectly from any SLA Exclusion.

Service Credit” means a credit denominated in additional subscription time, calculated as set forth below, that Provider may credit back to an eligible account.

Unavailable” and “Unavailability” means, when the Hosted Solution is not running or not reachable due to Provider’s fault, excluding where any contributing factor for this Unavailability is due to or effected by Customer, including but not limited to actions, personnel, environment, infrastructure and internet access.


3. Service Commitments and Service Credits

Service Credits are calculated as a percentage of the total monthly subscription time in hours, per each calendar month, in which the Unavailability occurred, applied proportionally to the Service Fee, in accordance with the schedule below:

  • For Monthly Uptime Percentage less than 99.95% but equal to or greater than 99.0%, Customer will be eligible for a Service Credit of 120% of the unavailable time, rounded up to the nearest whole day value.

  • For Monthly Uptime Percentage less than 99.0%, Customer will be eligible for a Service Credit of 150% of the unavailable time, rounded up to the nearest whole day value.

For example, if the Hosted Solution is Unavailable for 25 minutes, Customer would be eligible for a Service Credit for 1 day’s extension to the subscription period.

Provider will apply any Service Credits only in respect of the then current or subsequent subscription period. Service Credits will not entitle Customer to any refund or other payment from Provider. Service Credits may not be transferred or applied to any other account.


4. Sole Remedy

Unless otherwise provided in the Agreement, Customer’s sole and exclusive remedy for any Unavailability is the receipt of a Service Credit (if eligible) in accordance with the terms of this SLA.


5. Service Credit Request and Confirmation Procedures

To receive a Service Credit, Customer must submit a claim by emailing the provided support email and the provided account managers email addresses. To be eligible, the credit request must be received by Provider by the end of the month after the month in which the incident occurred and must include:

  • the words “SLA Credit Request” in the subject line;

  • the dates and times of each Unavailability incident that Customer is claiming;

  • the account handle(s); and

  • logs that document the errors and corroborate Customer’s claimed Outage (any confidential or sensitive information in these logs should be removed or replaced with asterisks).

If the Monthly Uptime Percentage of such request is confirmed by Provider and is less than the Service Commitment, then Provider will issue the Service Credit to Customer within one month following the month in which Customer’s request is confirmed by Provider. Customer’s failure to provide the request and other information as required above will disqualify Customer from receiving a Service Credit.


6. SLA Exclusions

The Service Commitment does not apply to any Unavailability:

  1. That results from a suspension or termination, as described in the Agreement;

  2. Caused by factors outside of Provider’s reasonable control, including any Event of Force Majeure, Internet access, or problems beyond the demarcation point of the Provider network;

  3. That results from any actions or inactions of Customer, its agents or any third party;

  4. That results from the equipment, software or other technology of Customer or any third party (other than third party equipment within Provider’s direct control);

  5. That results from failures of not attributable to Unavailability; or

That results from any Maintenance.

If availability is impacted by factors other than those used in Provider’s Monthly Uptime Percentage calculation, then Provider may issue a Service Credit considering such factors at Provider’s discretion.

Customer Support

The following terms and conditions apply for the provision of the Hosted Solution and the Services.


Provider shall offer upgrades to Customer pursuant to Provider’s standard release cycle. “Upgrades” comprise new releases, the provision of updates, bug fixes, problem determination and error corrections, improvements, enhancements, extensions, revisions and updates to the Hosted Solution together with related documentation.

Minor updates, including bug fixes and error corrections, shall be promptly implemented by Provider as and when generally available. For Major updates that affect the look, feel or function of the Hosted Solution, and/or Customer’s use thereof, Provider will implement after Customer has been notified and provided with documentation (Release Notes) and will allow for a reasonable period of time to transition and/or review. If the subscription and /or Agreement has expired, and the Customer wishes to renew the Agreement, it will be required to pay all back fees dating to the beginning with previous expiration up to the renewal date.

Provider shall notify Customer of all Upgrades and replacements/phase-outs as far in advance as is reasonably possible, and shall provide Customer all relevant Release Notes and other documentation as soon as possible after notification. Provider will use all reasonable efforts to minimize Customer downtime and schedule Maintenance outside of Customer’s normal business operating hours at the location from which the Hosted Solution will primarily be accessed, with such periods not commonly occurring more than once a month or for longer than 4 hours. In addition, Provider will deliver prompt notice of any Outage to the Customer designated contacts, which notice shall be sent in advance for planned Maintenance windows, with a minimum notice period of 2 weeks.


  • Provider provides Customer with answers to service related questions, and provides troubleshooting guidance and tips related to issues incurred with the Hosted Solution. Customer received access to Provider support for documentation, Release Notes, access to knowledge base articles, and Provider’s online trouble-ticketing system. Support services are available during Service Hours.

  • Issue Reporting Process

Customer may contact the Provider support service-desk e-mail, or Provider’s support website

System Availability (in UK Time Zone)

Support Portal: Report 24*7*365
Response -Monday – during Service Hours

E-mail: Report 24*7*365
Response -during Service Hours

Support Portal: Response 8*5*UK Working days
Response -Monday – during Service Hours

E-mail: Response 8*5*UK Working days
Response -during Service Hours

There are 2 options for opening a support service request:

Support Portal:


Provider’s Support Portal (“the Portal”) will be Customer’s place to download the latest software, access supported Platform information, search the knowledgebase, and receive the latest updates and announcements from Provider. Customer will also have a quick view of its open support requests, all in one location.

Login with Provider provided login credentials that will be delivered, once requested:

  • Allows the Customer to directly open a support request and attach any files that pertain to the issue

  • Create, view or update your support request

  • Search the knowledgebase

– The knowledge base portal allows self-service resolution of Customer’s problems and provides an easy-to-use online technical research library. The knowledge base allows quick searches through the entire database or a product subset.

  • Setup to receive notifications about Provider’s products

  • Access product licence key, product release notes, product downloads , where appropriate

Cases opened via the Portal are not monitored afterhours.

E-mail: As provided directly by Provider to Customer


  • This option can be used to automatically open a support case with Provider’s customer support facility (“Customer Support”.or “Support”)

  • There is no default priority on cases opened via email.

  • This is determined by Support once the email is reviewed.

  • Cases opened by email are generally considered lower priority.

  • Once the case is opened, the case priority & other updates can be modified via the Portal.

  • Cases opened via email are not monitored afterhours.

When Customer contacts Customer Support, the support engineer will:

  • Gather pertinent information related to Customer’s problem or service request.

  • Assign a priority to Customer’s request (see Request Priorities below).

  • Open a ticket in Provider’s issue tracking system and provide Customer with the ticket number.

  • Begin to work the problem or fulfil the service request.

  • Reassign the service ticket to another Provider engineer as necessary.

  • Keep Customer informed of the case progress or request status.

In the event Customer makes a request outside of Service Hours, Customer must provide the following information to the back-up call service:

  • Caller’s name, account name, call back phone number, email address, product type and version number, new or existing case. If existing case, provide case number.

  • Description of the problem.

  • Business Impact

Note: Customer calls may be routed to the back-up call service in the event all support agents are on another customer call.

Response times

Provider is committed to rapid response to all “Support Requests” and reported problems. All Support Requests can be tracked online by the authorized technical contact who opened the Support Request. Support Requests can be logged into the Portal outside of Service Hours but response times will be as set out in this schedule.

Service Requests
are standard requests from authorised Users submitted to the Customer Support Service-desk for something to be provided – for example, a request for information or advice on product functionality or usage; to reset a password; guidance/troubleshooting assistance on an error incurred when using the Hosted Solution; report a potential defect in the hosted software, submit a feature request, etc.


Table 1 (below) outlines Service Request categorization and SLO (Service Level Objective) timelines for requests submitted to the support service-desk for the Hosted Solution.

Provider will determine the appropriate priority but will work with the Customer in this context . As the case progresses, the Provider Customer Support team will inform the Customer if the request no longer fits the definition of the original priority and may adjust the priority level. Provider will try to give the Customer advance notice of any plans to adjust the priority level. Each allocation by Provider of priority is based upon the following Service Level Objective guidelines:

Table 1: Service Request Priority Levels and Definitions:



Customer Service Request





Recommended Method of Contact

Initial Response Time (within Service Hours)



Priority 1


Urgent issue that severely impacts the Customer’s ability to access or use the Hosted Solution in a live production environment and the Customer cannot reasonably continue its work.

  • The Service URL or UI is unavailable

  • A critical feature / function documented in user documentation issued by Provider is not available

Priority 1 issues require the Customer to have dedicated resources available to work on the issue on an ongoing basis with Provider.



Portal or


<= 1 hour


Priority 2


Service functionality is degraded; the problem seriously affects the functionality of the Hosted Solution The Hosted Solution is operational, but select features or a subset of Users are adversely affected. A certain function is somewhat disabled, gives incorrect results or does not conform to the Provider’s product specifications. Important features of the Hosted Solution are unavailable with no acceptable workaround; however, operations can continue in a restricted fashion.

Online Support Portal or Email

<= 2 hours


Priority 3


Non-critical Hosted Solution Service Maintenance, Configuration, or

Troubleshooting requests, etc. The Customer can circumvent the problem and use the Hosted Solution Service with only slight inconvenience. If during implementation the implementation is partially affected or if the issue affects a Test, UAT, pre-prod or Dev. instance.

Online Support Portal or Email

<= 4 hours

<= 24 hours

Priority 4


All other non-critical requests. A problem where the Customer’s business operations have not been adversely affected or a minor condition or documentation error that has no significant effect on the Customer’s operations; a suggestion for new features or an enhancement regarding the Hosted Solution.

Online Support Portal or Email

<= 8 hours

<= 48 hours

Provider will provide continuous efforts (24x7x365) to resolve Priority 1 reported issues until a workaround or resolution can be provided or until the issue can be downgraded to a lower priority and has a non-committed target of 2 hours to fix or provide a solution.


Service Incidents are tied to unplanned service interruptions in the Hosted Solution. Major incidents cause serious interruptions of business activities and must be resolved with greater urgency. The aim is the fast recovery of the Hosted Solution, where necessary by means of a workaround.


Table 2 below outlines Service Incident categorization and timelines. Service

Table 2: Service Incident – Priority Levels and Definitions:


Service Incident Categorization – (Hosted Solution)



Priority 1

Priority 2

Priority 3

Priority 4




Production, NonProduction (UAT,


Production, NonProduction (UAT, DEV,



Critical business impact/service down: Business critical functionality is inoperable or critical interface has failed. This usually applies to a production environment and indicates an inability to access services resulting in a critical impact on operations. This condition requires immediate action to mitigate or resolve the situation.

Significant business impact: Problem affecting the production environment that threatens to shut down production transaction flow, incur data loss, and/or impacts mission critical business functions. A service business feature or function of the service is severely restricted in its use. Hosted Solution is operational but highly degraded performance.

Problem having moderate to low impact on productivity, services performance is degraded, operational or business impact is imminent. The Hosted Solution Service or functionality is usable and it is not a critical impact on operations.

Problem having minimal to no operational or business impact. The Customer’s systems performance or business functions are inconvenienced but still functional, a work around is available.


Impact is widespread and impacting all Users, and/or impacting mission critical business functions or compliance.

More than 40% of Users are being impacted and/or business functions are limited. A work around maybe available. Impact is widespread, impacting at least one business function.

Business risk is moderate, due to a system or business function being degraded. Impacts fewer than 40% of Users and more than 10%. Impact is minimized due to effective workaround or a short-term workaround is available, but not scalable.

Usually impacts one User’s or less than 10% of Users productivity. Resolution can be deferred and addressed when time allows. No impact to revenue or production.

Response Time

<= 1 hour

<= 2 hours

<= 4 hours

<= 8 hours

Follow-up intervals

Every 1 hour or as agreed upon

Every 4 hours or as agreed upon

Once daily

Once daily

Target Resolution


Notification of a target resolution plan or workaround within 4 Service Hours.

Notification of a target resolution plan or workaround implemented within 2 Working Days.

Notification of target

resolution plan or workaround implemented within 4 Working Days

Notification of target

resolution plan or workaround implemented within 7 Working Days.

Provider will use commercially, reasonable efforts to meet the target response times stated in the table above.

Provider will provide continuous efforts (24x7x365) to resolve Priority 1 Service incidents until a workaround or resolution can be provided or until the incident can be downgraded to a lower priority. Provider does not guarantee resolution times, and a resolution may consist of a fix, workaround, service restoration or other reasonable solution.

When will Support close the Customer’s Support Request?

Support Engineers will only close cases when the issue is resolved, and with the Customer’s confirmation, unless:

  • Support has tried repeatedly to contact the Customer, and the Customer has not responded.

  • A timescale has been agreed in advance for when the case can be closed if Provider has not heard from the Customer.

Internal Escalation

While Provider makes every effort to ensure that problems are resolved as quickly as possible, it understands that Customer’s expectations may not always be met. If for any reason the Customer is dissatisfied with its support experience or does not receive a resolution of its reported issue within a reasonable time frame, it may escalate its concern or question directly to anyone listed in the Internal Escalation list below. Customer can request the current support engineer to escalate the issue to Support Escalation Management. (Support engineers are required to automatically escalate any issues to the next level within Provider’s escalation chain immediately upon the request of the Customer)