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Support & Service Level Agreements

Pi Datametrics Product Support SLAs

Jay Langridge avatar
Written by Jay Langridge
Updated over a week ago

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:

  • Materially impacts the Client’s business; or

  • Disables major functions of the Solution.

2 working hours

2 working hours

2

System defect with a workaround:

  • A critical error in the Solution for which workaround exists; or

  • A non-critical error in the Solution that affects the operation of the Client’s business.

8 working hours

8 working hours

3

Minor error:

  • An isolated or minor error in the Solution that does not significantly affect its functionality; or

  • Disables only certain non-essential functions.

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.

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