As part of the Pi Platform Services, Intelligent Positioning will support the Solution as set out in this Schedule.
1. Intelligent Positioning will provide the client with:
1.1. - Support during Live Support Hours which are Monday to Friday 9.00 a.m. to 5.30 p.m. (GMT or BST according to season) but excluding the 8 UK bank holidays.
1.2. - Hours outside of Live Support Hours are termed Off Hours Support.
2. The Support Services will comprise:
2.1. - Helpdesk support: The Client must contact the helpdesk via Live Chat, e-mail or telephone, who will acknowledge the request and initiate the support process within the Response Time.
2.2. - The helpdesk will then identify and allocate appropriate resources to deal with the support request. The helpdesk will assign a Severity Level to each Support request.
2.3. - Intelligent Positioning will escalate the support request as required.
2.4. - Response times depend upon the incident severity and details are set out in the attached chart.
2.5. - The provision of support is on a remote off-site basis.
Intelligent Positioning will support the Solution in accordance with the service levels set out below:
Severity Level of Fault | Definition | Helpdesk Response Time | Escalation Time |
1 | Business-critical failure: An error in or failure of the Solution that:
| 2 working hours | 2 working hours |
2 | System defect with a workaround:
| 8 working hours | 8 working hours |
3 | Minor error:
| 8 working hours | 16 working hours |
2.6. - The parties may agree in writing to reasonable extensions of service level response times.
2.7. - Intelligent Positioning will give the Client regular updates of the nature and status of its efforts to correct any fault.
3.Escalation Process
3.1. - Clients must contact support using one of the following methods: a) using the live chat feature within the application, b) e-mail support@pi-datametrics.com, c) telephoning the support during live support hours on 0203 371 3935.
3.2. - A support representative will provide an initial response within the timeframe outlined in section 2.5. If the support representative is unable to provide a resolution or conclusive response within the escalation time listed in section 2.5, the issue will be escalated to 2nd line support.
4. Support Services not included
4.1. - The support services provided by Intelligent Positioning under this Agreement shall not include the following services, which may be available on request at an additional charge.
4.2. - The making of any change or alteration to the Software, other than to correct a fault.
4.3. - Supply of new versions of the Software which have enhanced features or new modules (as distinct from updates to existing functionality).
4.4. - Enhancements developed for the Client by Intelligent Positioning at its request.
5. Client's Support Obligations
5.1. - The Client agrees with Intelligent Positioning:
5.2. - To operate the Software in a professional and prudent manner and in accordance with any operating manuals supplied by Intelligent Positioning.
5.3. - To have on-site personnel trained in the use of the Software unless otherwise agreed.
6. Service Availability and Maintenance
6.1. - Intelligent Positioning guarantees system availability during live support hours of 09.00 to 17.30 UK time over any calendar month at 99%, excluding planned maintenance.
6.2. - Where possible, Intelligent Positioning will provide at least 48 hours notice of any planned maintenance during live support hours.
6.3. - Intelligent Positioning will undertake unscheduled maintenance during Off Hours Support time providing no less than 4 hours advance notice where possible, apart from during the maintenance window of 01.00 to 05.00 UK time on Tuesdays.