Service Levels and Service Credits
Hosting Service Levels
The Hosting Services must be available 99.9% of the time calculated monthly.
Hosting Service Credits
|
Service Level |
Service Credits |
|
99.9% |
Nil |
|
95.1-99.8% |
5% off monthly Fees payable by Client |
|
90-95% |
10% off monthly Fees payable by Client |
|
<90% |
15% off monthly Fees payable by Client |
Support Service Levels
|
Error Severity* |
Response Time
|
Resolution Time |
|
Low |
Service Provider must acknowledge receipt of the Support Request within 60 minutes of the Support Request |
Service Provider must resolve the Error within 7 Business Days of Service Provider confirming receipt of the Support Request |
|
Medium |
Service Provider must acknowledge receipt of the Support Request within 60 minutes of the Support Request |
Service Provider must resolve the Error within 2 Business Days of Service Provider confirming receipt of the Support Request |
|
High |
Service Provider must acknowledge receipt of the Support Request within 60 minutes of the Support Request |
Service Provider must resolve the Error within 1 Business Day of Service Provider confirming receipt of the Support Request |
*Severity Key:
Low – an Error which is cosmetic or which affects a non-essential part of the Services.
Medium – an Error which is not materially negatively impacting on the Client's business operations.
High – an Error which is materially negatively impacting on the Client's business operations.
Support Service Credits
|
Service Level Breach Frequency |
Service Credits |
|
1 – 2 Service Level breaches in a month |
5% of monthly Fees payable by Client |
|
3 – 4 Service Level breaches in a month |
10% of monthly Fees payable by Client |
|
5 or more Service Level breaches in a month |
15% of monthly Fees payable by Client |
