TYPE OF SERVICE: Avius Support Help Desk


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.


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


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 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.


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


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.


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