1. Support Services
1.1 Telephone and email support is available during Business Hours to the Customer Representative for the purposes of:
(a) assisting the Customer with the proper use of the System (provided the Customer employees have received recommended training on the proper use of the System).
(b) determining the causes of errors and fixing errors in the System.
1.2 All support requests must be made via:
(a) email: email@example.com, or
(b) tel: +44 (0)1733 890790.
1.3 Business Hours are between 09:00 and 17:30 London time any weekday, other than a bank or public holiday in England.
2. Uptime commitment
2.1 Tech4T shall use reasonable endeavours to ensure that the System is available 24 hours a day, 7 days a week, except for scheduled maintenance.
3. Scheduled maintenance
3.1 Tech4T may suspend access to the System in order to carry out scheduled maintenance or Upgrades either by Tech4T or Third Party System Suppliers.
3.2 Tech4T will endeavour to give to the Customer at least 14 days’ written notice of scheduled maintenance, upgrades or the rectification of defects, errors or bugs including full details of the expected System downtime.
4.1 The Customer acknowledges that from time to time Tech4T and the third party System Suppliers may apply Upgrades to the System, and that such Upgrades may, subject to Paragraph 4.2, result in changes to the appearance and/or functionality of the System.
4.2 No Upgrade shall disable, delete or significantly impair any core functionality unless any such changes are performed by a third party System Supplier and outside the control of Tech4T.
4.3 Tech4T will endeavour to give to the Customer reasonable prior written notice of the application of any significant Upgrade to the System.
5. Response and resolution times
5.1 Tech4T will:
(a) use reasonable endeavours to respond to requests for Support Services made; and
(b) use reasonable endeavours to resolve issues raised by the Customer in accordance with the following response times:
Severity – Critical: The problem causes complete loss of Service – work cannot reasonably continue (a defect that prevents or may prevent a business critical activity of the Customer).
Target Response Time: Immediate response on receipt of a report by telephone or within 1 hour of receipt of an email report.
Resolution: Work on resolving the issue will start within 2 business hours. Tech4T will aim to provide a workaround as soon as possible (usually within 4 business hours) and then later produce an update to the Services resolving the underlying cause.
Severity – Serious: The problem causes a severe loss of Service. No acceptable workaround is available; however, operation can continue in a restricted fashion (a defect that causes or may cause complete loss of live Service of a key business area of the Customer).
Target Response Time: Initial response to a telephone call within 4 business hours or 8 business hours to email.
Resolution: Work on resolving the issue will start within 4 business hours (8 if notified by email). Tech4T will aim to provide a workaround as soon as possible (usually within 1 business day), and then later produce an update to the Services resolving the underlying cause.
Severity – Moderate: The problem causes minor loss of Service. The impact is an inconvenience, which may require a workaround to restore functionality (a defect that has low business impact that can be tolerated for a period).
Target Response Time: Initial response within 2 business days.
Resolution: A resolution to the problem will be provided in the next scheduled update to the services. Where the problem is diagnosed within 10 business days of the next scheduled update, the resolution may instead be provided in the following scheduled update.
Severity – Minor:
The problem causes no loss of Service. The result is a minor error, incorrect behaviour, or a documentation error that does not impede the operation of the System (non-critical, informational or cosmetic issue).
Target Response Time: Initial response within 5 business days.
Resolution: A resolution to the problem will be provided in a future scheduled update to the services.
5.2 Tech4T will determine, acting reasonably, into which severity category an issue raised through the Support Services falls.
5.3 Target Response time is defined as the time between receipt of the call or email and the time that a Tech4T staff member responds to the Customer (usually by email or telephone) about the problem, generally to get additional information or to suggest actions. Due to the wide diversity of problems that can occur, effort to reproduce them, and the methods needed to resolve them, response time is not defined as the time between receipt of a report and final problem resolution.
5.4 Tech4T will aim to respond faster than the limits set out above.
5.5 All Support Services will be provided remotely unless agreed otherwise by Tech4T.
5.6 Support Services are only provided for the Services defined in the Contract or other documents serving this purpose and for which all fees have been paid.
5.7 When reporting a problem, the customer must provide Tech4T with sufficient information and assistance to reproduce the problem, and if necessary provide access to the Customer’s account, or remote demonstration, to see the problem occurring and investigate the problem.
6. Limits on Customer Assistance Support
6.1 Month 1 – unlimited time during business hours (provided the Customer Representatives have received recommended training on the proper use of the System).
6.2 Month 2 onwards – where the total person-hours spent by Tech4T performing the Support Services outlined in Section 1.1(a) during any month exceed 2 hours, then:
(a) Tech4T will cease to have an obligation to provide those Support Services to the Customer during that period;
(b) Tech4T may agree to provide additional such Support Services to the Customer during that period, but the provision of such services may be subject to payment by the Customer of additional charges.
6.3 Tech4T shall have no obligation to provide Support Services in respect of any fault or error caused by:
(a) the improper use of the System.
(b) the use of the System otherwise than in accordance with the Documentation.
(c) issues with causes outside the Services such as the Customer’s networks, firewalls, proxy servers, hardware, or other software (even if interfaced to the Services).
(d) The Customer Materials including customer data.
6.4 Charged services can be provided for investigations or other work not covered under the Support Services.
7. Back-up and restoration
7.1 Tech4T’s hosting providers will make back-ups of the Customer Materials stored on the System on a daily basis using industry proven back-up software, and will retain such back-ups for at least 5 days stored on the hosting centre SAN storage array, and
7.2 In the event of the loss or corruption of Customer Materials stored on the System being notified by the Customer to Tech4T, Tech4T shall if directed by the Customer use reasonable endeavours promptly to restore the Materials from the most recent available back-up.
8.1 The Territory Runner System will be hosted at a secure data centre.
The hosting centre features include at a minimum:
– 2 MW substation
– N+1 PowerWave UPS systems
– Enough fuel stored at the site for 30 hours uptime at full load
– N+1 cooling per data hall by Airedale CRAC units
– Multi-gigabit redundant IP Transit connectivity
– N+1 Air Conditioning
– All servers and equipment have dual power feeds and dual data connections.
Data centre security and administration:
– Installation of all system updates (including system kernels, daily software updates)
– The hosting centre support team will proactively complete regular security audits of the server and ensure any security patches are applied.
– The hosting centre support team will check all system logs and adjust software to ensure optimum performance at all times.
9. SLA Exclusions
9.1 The Service Level commitment does not apply to any unavailability, suspension or termination of the Services, or any other Services performance issues: (1) that result from breach of conditions set out in the Terms and Conditions; (2) are caused by factors outside our reasonable control, including any force majeure event or Internet access or related problems beyond the demarcation point of the environment on which the Services are hosted; (3) that result from any actions or inactions of the Customer or any third party; (4) that result from the Customer’s equipment, software or other technology and/or third party equipment, software or other technology (other than third party equipment within our direct control); or (5) arising from our suspension and termination of the Customer’s right to use the Services in accordance with the Terms and Conditions.
10. Internet Browsers
10.1 Please note Territory Runner is optimised for use with Chrome, Firefox and Safari.