Revision Date: 16th March 2020
Service Level Agreement (SLA)
Services are supplied within the scope of our Quality Management System in compliance with ISO 9001, and our Information Security Management System in compliance with ISO 27001. Our Business Continuity Management Systems is designed to comply with ISO 22301.
| Email Support: support@ciptex.com | |
| Name | Operational hours for reporting issues and requests |
| BASIC | 0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays |
| PRODUCTION | 0000 – 2359 hrs (GMT) Mon to Sun excluding 25-Dec and 01-Jan |
| PREMIUM | 0000 – 2359 hrs (GMT) Mon to Sun excluding 25-Dec and 01-Jan |
| Telephone Support: Support number will be provided after sign-up to appropriate service level | |
| Name | Operational hours for reporting issues and requests |
| BASIC | None |
| PRODUCTION | 0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays |
| PREMIUM | 0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays |
Note that all times are subject to daylight saving adjustment to BST
| Category | Definition |
| URGENT | Greater than 25% of overall solution is unavailable |
| HIGH | Operation of the application(s) is degraded i.e., system is operational but with failures occurring.Less than 25% but more than individual devices/users are being affected |
| MEDIUM | Operational performance of the application is impaired, although most business operations remain functional. |
| LOW | Information Request: Request for documentation or advice on service operation. |
| REQUEST | Change to the configuration of applications, reporting or networking systems without the requirement foradditional licensed services. |
For the purposes of Response Times, Business Hours is defined as 0900 – 1700 hrs (GMT) Mon to Fri excluding UK public holidays.
| Category | Response Time (Hrs) | ||
| Basic | Production | Premium | |
| URGENT | 8 Business Hours | 2 Business Hours | 1 Hour (24/7) |
| HIGH | N/A | 4 Business Hours | 2 Business Hours |
| MEDIUM | N/A | 8 Business Hours | 4 Business Hours |
| LOW | N/A | 16 Business Hours | 8 Business Hours |
| REQUEST | N/A | 16 Business Hours | 16 Business Hours |
| SLA Operational Support | ||
| Name | Monthly Cost as a percentage of overall spend | Minimum monthly charge |
| BASIC | Included in Monthly rental charges | £0.00 |
| PRODUCTION* | 6% | £500.00 |
| PREMIUM | 8% | £1,500 |
PRODUCTION and PREMIUM support are charged in advance and the first months charge will be based on the minimum monthly charge for the service option selected. Subsequent months will be charged based on the greater of either the percentage overall spend from the previous month, or the minimum monthly charge.
* Authorised individuals on PRODUCTION support can request an escalated Response outside of Business Hours for Urgent and High category faults. If capacity exists to provide a response this will be charged at £150.00 per hour or part thereof up between the hours of 17:00 to 21:00 and £225.00 per hour or part thereof between the hours of 21:00 and 09:00.
5.1 Ciptex Ltd warrants that the Services will (excluding any period of Force Majeure and Maintenance) have an Uptime Percentage (as defined below) of not less than 99.99% of every calendar month. The Uptime Percentage will be calculated in accordance with the following formula:
U% = S-D x 100
S where:
“U%” = Uptime Percentage;
“S” = the number of hours in a relevant calendar month;
“D” = the number of hours in the relevant calendar month during which the Services were down and not available to the Company (excluding any period of Force Majeure and Maintenance or Effective Work-Around)
5.2 If the warranty in this paragraph is breached in any calendar month during the term of the Agreement, Ciptex Ltd agrees by way of liquidated damages to pay an amount equal to the percentage reduction in the Period Service Fee calculated in accordance with Clause 5.3 and Clause 5.4 within 21 days of notification.
5.3 The reduction in the preceding sub-paragraph will be calculated in accordance with the following table:
| Services availability during the relevant calendar month | Reduction in Service Fee (for month) |
| Where U% is greater than 99% but less than 99.95% | 10% |
| Where U% is greater than 98% but less than or equal to 99% | 15% |
| Where U% is greater than 97% and less than or equal to 98% | 20% |
| Where U% is greater than 96% and less than or equal to 97% | 25% |
| Where U% is greater than 95% and less than or equal to 96% | 30% |
| Where U% is less than or equal to 95% | 35% |
5.4 Ciptex Ltd shall not be responsible for failure or delay in providing the Services if arising from one or more of the following reasons:
(a) You are in material breach of its obligations under this Agreement; or
(b) Your system administrator(s) being unavailable when reasonably required by Us to assist in the rectification of the Urgent fault or material period of downtime;
(c) unreasonable delay by You in notifying a failure to Us or in submitting instructions unless Ciptex Ltd was aware of the Urgent fault or material period of downtime or ought reasonably to have been aware of it.
5.5 Maintenance to the Services for the purpose of, without limitation, performing server maintenance, security, or emergency works, together with interruptions to access them due to Force Majeure, shall not constitute downtime. Ciptex Ltd shall use all reasonable endeavours to perform such works outside of peak usage hours and in such a way as to minimise the potential impact on You. Except for Emergency Maintenance, Ciptex Ltd will provide You with at least 2 (two) business days prior written notification of such works. However, there may be occasions where the nature of the work is such that this notice period cannot be observed or exceptionally that no notice can be given. For the avoidance of doubt, all server maintenance, security, or emergency works shall be classified as Maintenance.
5.6 The inability of one or more of Your users to access the Services shall not constitute downtime if other users are simultaneously able to gain access or if Ciptex Ltd can demonstrably secure such access over a standard browser (as this demonstrates the fault lies with You and not with the Services).
5.7 For the purpose of this Schedule, the following definitions shall apply:
“Effective Work-Around” means:
(i) invocation of a “disaster recovery” or “business continuity plan” as agreed between the Ciptex Ltd and You. This includes, but is not limited to, re-routing calls at the PSTN carrier level to an alternative destination; or
(ii) any other solution employed by Ciptex Ltd which restores service to a sufficient degree so that the incident can no longer be reasonably classified as Urgent.
“Maintenance” means:
(i) “Scheduled Maintenance” on all or part of its network and servers for up to 12 hours in any calendar month between the hours 22:00 and 08:00 GMT, providing You are given 48 hours’ notice. Such Scheduled Maintenance may be service affecting.
(ii) “Scheduled Maintenance” on all or part of its network and servers for up to 4 hours in any calendar month between the hours 08:00 and 22:00 GMT, providing You are given 48 hours’ notice and that any single episode of maintenance does not exceed 1 hour. Such Scheduled Maintenance may be service affecting.
(iii) “Emergency Maintenance” on all or part of its network and servers for up to 4 hours in any calendar month between the hours 00:00 and 23:59 GMT, providing You are given 30 minutes notice and that any single episode of maintenance does not exceed 30 minutes. Such Emergency Maintenance may be service affecting.
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