SERVICE LEVEL AGREEMENT

PROVIDER OF SERVICE: Avius Limited

TYPE OF SERVICE: Avius Support Help Desk

CLIENT RESPONSIBILITIES

The Client will:

use the Supplier-provided equipment, software and services as intended.
notify the Supplier of requests, issues or problems in a timely manner using the Avius Support telephone number or email address.
provide the Supplier with access to the equipment, software and services for the purposes of maintenance, updates and fault prevention.
assist Avius Support in rectifying any issues or problems by following the appropriate instructions given to them.

SUPPLIER RESPONSIBILITIES

Avius Support will ensure that:

all requests, issues or problems are recorded.
issues or problems will be resolved remotely in the Response Time set out, or assigned to the appropriate specialist.
all issues and problems will be monitored.
users will be notified of any problems that occur in meeting the established response time.
issue or problem resolution will be documented and available in report status if required.

Avius Support will assist with:

user account set up and support
survey modifications
reports and email subscriptions
general software support and configuration
hardware or software technical issues
design and theme requests

RELIABILITY

Support is provided remotely by email or over the phone. Services will be provided between the hours of 9:00 am and 5:00 pm GMT, Monday to Friday, except public holidays.

The telephone support number +44 (0) 1202 55 99 33, will be answered by a member of staff between the hours of 9:00 am and 5:00 pm GMT, 5 days a week.

The email support with the address support@avius.com will be responded to by a member of staff between the hours of 9:00 am and 5:00 pm GMT, 5 days a week.

Out of these hours, support will be available for business critical issues.

RESPONSE TIME

First level problem determination will be assigned using the following criteria:

Number of customers affected
Effect on business operation
Deadlines
Estimated resolution time
Threat to data integrity or computer security

The following table will be used internally to prioritise requests and to give a response time:

Severity Level	Definition	Response Times
1. System	Mainframe, server or back end systems	Immediate
2. Critical	Business outage or significant customer impact that threatens future productivity	Within 2 hours
3. Urgent	High-impact problem where production is proceeding, but in a significantly impaired fashion; there is a time-sensitive issue important to long term productivity that is not causing an immediate work stoppage; or there is significant customer concern.	Within 4 hours
4. Important	Important issue that does not have significant current productivity impact	Within 1 business day
5. Monitor	Issue requiring no further action beyond monitoring for follow-up, if needed	1-2 business days
6.	Request for information only	1-2 business days

EXCLUSIONS
This SLA does not apply to:

any equipment, software, services or other parts of the system not listed in the sales contract
software, equipment or services not purchased via and managed by the Supplier

Additionally this SLA does not apply when:

the problem has been caused by using the equipment, software or service(s) in a way that is not recommended.
the Client has made unauthorised changes to the configuration or set up of the affected equipment, software or services.
the Client has prevented the Supplier from performing required maintenance and update tasks.
the issue has been caused by unsupported equipment, software or other services.
the issue has been caused by circumstances that could be reasonably said to be out of the Supplier’s control, i.e. floods, war, force majeure.
the Client is in breach of contract with the Supplier for any reason.

MODIFICATIONS
This agreement may be amended at any time with mutual consent of both parties.