Service Level Agreement

SERVICE LEVEL AGREEMENT

Version 12, 3 June 2023

This service level agreement ("SLA") specifies what you can expect from Intersoft with respect to the availability of the Intersoft Services and the provision of the Support Services, along with your obligations.

Intersoft Services Agreement

This SLA forms part of the Intersoft Services Agreement entered into by the parties.

Words and phrases defined in the Intersoft Services Agreement and used in this SLA shall have the same meanings in this SLA as in the Intersoft Services Agreement.

Service availability definition

Actual System Availability % = Actual System Availability / Required System Availability * 100

Where:

Actual System Availability = System Available Hours - Planned Downtime - Unplanned Downtime

Required System Availability = System Available Hours - Planned Downtime

For these purposes, downtime arising out of hardware and communications failures does not constitute Unplanned Downtime, and accordingly shall be treated as Planned Downtime for the purposes of this calculation.

Availability commitment

Intersoft shall ensure that the Actual System Availability % is no less than 99.7% in any calendar month.

Email

All support requests should be emailed to techsupport@intersoft.co.uk. For urgent issues, users may call the help desk to initiate a request.

Any requests made outside Support Hours MUST be made to the out of hours number provided – out of hours support is for Severity 1 issues only.

Telephone

The help desk can be reached on +44 (0)1753 687979. However, issues must also be emailed to receive attention.

The help desk is available for reporting problems during Business Hours.

You may contact the help desk about any Intersoft Services problems and for a general consultation regarding the Intersoft Services.

Support Services outside Support Hours are available by arrangement and are subject to additional Charges.

Any changes to Support Hours, or out of hours requirements, must be agreed by Intersoft at least 4 weeks in advance.

Requester responsibilities

Callers should ensure they provide sufficient information to allow the help desk to reproduce the issue, or contact the help desk while in front of the affected application. All requests will be entered and updated in Intersoft’s call logging system. Callers may be asked to provide the following information when making a request.

• Full explanation of how to reproduce the problem
• User log on details
• Full description of problem(s)
• Full description of error message(s)
• Screen shot

Remote access

Intersoft will confirm that all outstanding Charges have been cleared before responding to any support queries. A unique support contract should be in place for each licensed copy of the Intersoft application. Non-payment or late payment of Charges may result in Support Services being withheld until such Charges are paid.

All messages requiring action (and follow-up) are logged in Intersoft’s call logging system. Requests for work will be scheduled according to an assigned priority and availability of staff resources. A Support Services ticket will be issued.

Priorities and response times

Intersoft shall use reasonable endeavours to process support requests as follows:

Intersoft shall communicate with you, during the relevant Support Hours, every 60 minutes for a Severity 1 incident and every 2 hours for a Severity 2 incident until restoration of the Intersoft Services has been achieved.

Service credits

During the first Agreement Period, no service credits are applicable. With effect from the end of the first Agreement Period, the following will apply.

Severity 1 incidents

If more than 5% of Severity 1 incidents are not resolved within 120 minutes during a calendar month, you will receive a service credit of 10% of that month's subscription Charges.

Severity 2 incidents

No service credits are applicable to Severity 2 incidents. However, if a selected or urgent Severity 2 incident takes longer than 240 minutes to resolve, then you shall have the right to re-classify the incident as a Severity 1 incident (where agreed in good faith between the parties on a case by case basis and where requested by you, the incident having been escalated in accordance with the escalation process defined below).

Escalation

On reporting a support issue, you will be advised of the ticket number and severity level. If an issue requires more urgent attention you should request the Intersoft application support team to increase the severity, providing a business justification of the negative impact.

If Intersoft advises the issue cannot be escalated, you can contact Intersoft customer services or the relevant account manager to discuss escalation.

System back-ups

In the event of any loss or damage to Customer Data, your exclusive remedy shall be for Intersoft to use reasonable commercial endeavours to restore the lost or damaged Customer Data from the latest back-up of such Customer Data maintained by Intersoft in accordance with its back-up policy.

Subject to Clause 23.1 of the Intersoft Services Agreement, Intersoft shall not be responsible for any loss, destruction, alteration or disclosure of Customer Data caused by any third party (except those third parties sub-contracted by Intersoft to perform services related to Customer Data maintenance and back-up).

System maintenance

Intersoft will not add or maintain data in the application. Your administrators should maintain all the databases. Intersoft may from time to time clear any temporary databases of files not removed by the application.

Training

This SLA does not include training, although "how to" questions will be answered at the time of the call or will be scheduled for resolution.

Product upgrades

The maintenance plan includes access to all minor upgrades to the Intersoft Services during your contract period. Minor upgrades refer to software amendments improving the reliability of and otherwise upgrading the core Intersoft Services application.

Intersoft's release and maintenance schedule will be shared with you on a regular basis, and you will be notified of all upgrades at least 14 days prior to installation. Intersoft reserves the right to schedule maintenance/updates outside of Business Hours at short notice if required.