Service Level Agreement

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

 

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