Service Level Agreement

Version: 2.3

1. Definitions

2. Incident escalation

Whenever the Supplier has failed to fix the fault within the Resolution Time, the Supplier shall:

3. Liability & recompense

Where the Supplier fails to meet the agreed service targets, the Client shall be entitled to:

The entitlements above are provided subject to:

4. Record Keeping

The Supplier shall maintain a record of all Incidents reported by the Client. The record will include details of:

5. Accuracy of reporting

We aim to provide an accurate view of media activity. However we do not guarantee that the view presented is complete or accurate.

6. Unpaid Support Services

We'll do our best for you, but...

  1. There are no response targets for unpaid support.

  2. There are no service availability targets for unpaid users.

  3. To the extent allowable by law, the Supplier will not be liable to unpaid users for any problems arising from use of the Service.

7. Support Services for Clients with Priority Support

7.1 Service availability

The Supplier shall:

7.2 Upgrades

From time to time, the Supplier will update the software and services (for example, to provide enhancements or fixes).

By default, such updates will be scheduled for between 2am - 4am GMT on a Sunday morning. That way it should cause little if any disturbance.

7.3 Help desk

7.4 Not supported

The Supplier does not provide support for:

7.5 Extra Support

At the Supplier's discretion, the Supplier will provide extra support for requests that go beyond maintaining and supporting the agreed paid-for services.

This support is charged as an extra service at rates set by the Supplier (which may be amended as they see fit).

Before performing support with additional charges, The Supplier will inform the Client and provide an estimate of the charges.

The Supplier may demand up-front payment before any support is supplied.

The Supplier agrees to meet the following supply targets for extra support:

8. Support Services for Clients without Priority Support

8.1 Service availability

The Supplier shall:

8.2 Help desk

8.3 Extra Support

The Supplier will provide ad-hoc support for requests that go beyond maintaining the agreed paid- for services. This support is charged as an extra service at rates set by the Supplier (which may be amended as they see fit).

Before performing support with additional charges, The Supplier will inform the Client and provide an estimate of the charges.

The Supplier may demand up-front payment before any support is supplied. Extra support may be subject to the availability of staff.