Page 5 - Service Level Agreement (SLA)
P. 5

5. Service Agreement

                   The following detailed service parameters are the responsibility of the Service Provider in the
                   ongoing support of this Agreement.

                   5.1. Service Scope


                       The following Services are covered by this Agreement.

                          •  Manned telephone support
                          •  Monitored email support
                          •  Remote assistance using Remote Desktop and a Virtual Private Network where
                              available
                          •  Planned or Emergency Onsite assistance (extra costs may apply)
                          •  Monthly system health check


                   5.2. Customer Requirements

                       Customer responsibilities and/or requirements in support of this Agreement include:

                          •  Payment for all support costs at the agreed interval.
                          •  Reasonable availability of customer representative(s) when resolving a service-
                              related incident or request.


                   5.3.   Service Provider Requirements


                       Service  Provider  responsibilities  and/or  requirements  in  support  of  this  Agreement
                       include:

                          •  Meeting response times associated with service-related incidents.
                          •  Appropriate notification to Customer for all scheduled maintenance.


                   5.4. Service Assumptions

                       Assumptions related to in-scope services and/or components include:

                          •  Changes to services will be communicated and documented to all customers.




                                                            5/19

                                             1 Hutton Street, Standish, Wigan WN1 2XD
                                                     Company Number 08233588
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