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 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

Services will be provided between the hours of 9:00 a.m. and 5:00 p.m. GMT, Monday to Friday, except public holidays.

The telephone support with the number +44 (0) 1202 559933 will be answered by a member of staff between the hours of 9:00 a.m. and 5:00 p.m. 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 a.m. and 5:00 p.m. 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 LevelDefinitionResponse Times
1. SystemMainframe, server or back end systemsImmediate
2. CriticalBusiness outage or significant customer impact that threatens future productivityWithin 2 hours
3. UrgentHigh-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. MonitorIssue requiring no further action beyond monitoring for follow-up, if needed1-2 business days
6.Request for information only1-2 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.

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