Ciptex RACE - Service Level Agreement


1. Operational Hours

Email Support: support@ciptex.com

Name

Operational hours for reporting issues and requests

BASIC

0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays

PRODUCTION

0000 – 2359 hrs (GMT) Mon to Sun excluding 25-Dec and 01-Jan

PREMIUM

0000 – 2359 hrs (GMT) Mon to Sun excluding 25-Dec and 01-Jan

Telephone Support: Support number will be provided after sign-up to appropriate service level

Name

Operational hours for reporting issues and requests

BASIC

None

PRODUCTION

0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays

PREMIUM

0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays

Note that all times are subject to daylight saving adjustment to BST

2. Fault Categories

Category

Definition

URGENT

Greater than 25% of overall solution is unavailable

HIGH

Operation of the application(s) is degraded i.e. system is operational but with failures occurring. Less than 25% but more than individual devices/users are being affected

MEDIUM

Operational performance of the application is impaired, although most business operations remain functional.

LOW

Information Request: Request for documentation or advice on service operation.

REQUEST

Change to the configuration of applications, reporting or networking systems without the requirement for additional licensed services

3. Response Times

For the purposes of Response Times, Business Hours is defined as 0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays

Category

Response Time (Hrs)

Basic

Production

Premium

URGENT

8 Business Hours

2 Business Hours

1 Hour (24/7)

HIGH

N/A

4 Business Hours

2 Business Hours

MEDIUM

N/A

8 Business Hours

4 Business Hours

LOW

N/A

16 Business Hours

8 Business Hours

REQUEST

N/A

16 Business Hours

16 Business Hours

4. Service Support Rates

SLA Operational Support

Name

Rate

BASIC

Included in Monthly rental charges

PRODUCTION

£500.00 per month

PREMIUM

£1,500 per month

PRODUCTION and PREMIUM support is charged monthly in advance. It is adjusted pro-rata during the month when services are added or upgraded by You

5. Service Availability and Service Credits

5.1 Ciptex Ltd warrants that the Services will (excluding any period of Force Majeure and Maintenance) have an Uptime Percentage (as defined below) of not less than 99.99% of every calendar month. The Uptime Percentage will be calculated in accordance with the following formula:

U% = S-D x 100

S where:

“U%” = Uptime Percentage;

“S” = the number of hours in a relevant calendar month;

“D” = the number of hours in the relevant calendar month during which the Services were down and not available to the Company (excluding any period of Force Majeure and Maintenance or Effective Work-Around)

5.2 If the warranty in this paragraph is breached in any calendar month during the term of the Agreement, Ciptex Ltd agrees by way of liquidated damages to pay an amount equal to the percentage reduction in the Period Service Fee calculated in accordance with Clause 5.3 and Clause 5.4 within 21 days of notification.

5.3 The reduction in the preceding sub-paragraph will be calculated in accordance with the following table:


Services availability during the relevant calendar month

Reduction in Service Fee (for month)

Where U% is greater than 99% but less than 99.95%

10%

Where U% is greater than 98% but less than or equal to 99%

15%

Where U% is greater than 97% and less than or equal to 98%

20%

Where U% is greater than 96% and less than or equal to 97%

25%

Where U% is greater than 95% and less than or equal to 96%

30%


5.4 Ciptex Ltd shall not be responsible for failure or delay in providing the Services if arising from one or more of the following reasons:

(a) You are in material breach of its obligations under this Agreement; or

(b) Your system administrator(s) being unavailable when reasonably required by Us to assist in the rectification of the Urgent fault or material period of downtime;

(c) unreasonable delay by You in notifying a failure to Us or in submitting instructions unless Ciptex Ltd was aware of the Urgent fault or material period of downtime or ought reasonably to have been aware of it.

5.5 Maintenance to the Services for the purpose of, without limitation, performing server maintenance, security or emergency works, together with interruptions to access them due to Force Majeure, shall not constitute downtime. Ciptex Ltd shall use all reasonable endeavours to perform such works outside of peak usage hours and in such a way as to minimise the potential impact on You. Except for Emergency Maintenance, Ciptex Ltd will provide You with at least 2 (two) business days prior written notification of such works. However, there may be occasions where the nature of the work is such that this notice period cannot be observed or exceptionally that no notice can be given. For the avoidance of doubt, all server maintenance, security or emergency works shall be classified as Maintenance.

5.6 The inability of one or more of Your users to access the Services shall not constitute downtime if other users are simultaneously able to gain access or if Ciptex Ltd can demonstrably secure such access over a standard browser (as this demonstrates the fault lies with You and not with the Services).

5.7 For the purpose of this Schedule, the following definitions shall apply:

Effective Work-Around” means:

(i) invocation of a “disaster recovery” or “business continuity plan” as agreed between the Ciptex Ltd and You. This includes, but is not limited to, re-routing calls at the PSTN carrier level to an alternative destination; or

(ii) any other solution employed by Ciptex Ltd which restores service to a sufficient degree so that the incident can no longer be reasonably classified as Urgent.

Maintenance” means:

(i) “Scheduled Maintenance” on all or part of its network and servers for up to 12 hours in any calendar month between the hours 22:00 and 08:00 GMT, providing You are given 48 hours’ notice. Such Scheduled Maintenance may be service affecting.

(ii) “Scheduled Maintenance” on all or part of its network and servers for up to 4 hours in any calendar month between the hours 08:00 and 22:00 GMT, providing You are given 48 hours’ notice and that any single episode of maintenance does not exceed 1 hour. Such Scheduled Maintenance may be service affecting.

(iii) “Emergency Maintenance” on all or part of its network and servers for up to 4 hours in any calendar month between the hours 00:00 and 23:59 GMT, providing You are given 30 minutes notice and that any single episode of maintenance does not exceed 30 minutes. Such Emergency Maintenance may be service affecting.

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