SERVICE LEVEL AGREEMENT

This SLA forms part of the Contract between you and us. Expressions used in this SLA have the meanings used in our standard Terms & Conditions.

We will use all reasonable commercial efforts to provide the Service in accordance with this SLA but cannot guarantee that:

  • Service will be continuous throughout the Contract Period since the quality and availability of the Services does rely in part upon services and infrastructure provided by third parties over whom we have limited control.
  • We will be able to meet our restoration target where the fault results from circumstances outside our reasonable control.
  • DigiDesk Application Services are completely free of minor bugs and errors or will be completely compatible with any of your systems with which they interface or the browser or other technology that you use to access DigiDesk Application Services.

Service Restoration

We are committed to fixing faults as quickly as reasonably possible. We rely on Customer to promptly report any faults to us to help us meet our Service Levels; please report faults by raising a ticket at https://ticketing.citrustelecom.net/ . Details of fault reporting response and service restoration target times are shown below.

We need you to give us the following information so that we can meet our obligations to investigate and resolve faults under this SLA:

  • Access Number(s) of DigiDesk Application Service(s) that is/are faulty.  Minimum 3 examples with test results, times of calls, CLI and dialled number.
  • The Campaign(s) and Channel(s) that is/are faulty.
  • Detailed information about the fault.
  • How long the fault has been in existence and how many calls or surveys have been affected.
  • Details of any local tests you have carried out to try to establish the source of the fault.

LIMITS ON OUR OBLIGATIONS IN THIS SLA

For the purposes of calculating whether we have restored Services in accordance with this SLA a period of unavailability will commence at the time a ticket is first raised. The period of unavailability ends when our systems log that restoration is complete. We will advise you promptly when we restore service or giving you any reason that may lead to restoration being delayed (e.g. problems with third party providers).

We will not be in breach of this SLA if we cannot restore Services in accordance with the applicable target because:

  • You fail to report a fault.
  • You fail to give full details of the fault.
  • You modify the Services and an unforeseen error results in a fault that we cannot trace within the target restoration times.
  • We modify the Services at your request and an unforeseen error results in a fault that we cannot trace within the target restoration times.
  • We have suspended provision of the Services in the circumstances allowed for in the Standard T&Cs.
  • The fault results from a failure in your systems or those provided to you directly by any other service provider and you fail to allow us such access as we reasonably require in order to trace the fault.

Service definitions:

P1 (Critical) – Entire service unavailable. No possible workaround or alternative.

P2 (Important) – Some critical functionality unavailable/malfunctioning. Workaround may be available but not reasonable in terms of speed/effort.

P3 (Normal) – Degradation to non-critical function of service, or non-critical function unavailable.

P4 (Low) – Minor degradation of service, without making any parts of service unavailable.

P5 (Low) – Request for assistance/advice/change (RFA / RFC)

Hours of support:

In hours: Mon-Fri, 09:00 to 17:00

Out of hours: Mon-Fri 17:00 to 09:00, Sat-Sun 00:00 to 23:59

In hours service levels:

P1: Target Response Time 30 mins; Target Resolution Time 4 hours

P2: Target Response Time 1 hour; Target Resolution Time 8 hours

P3: Target Response Time 4 hours; Target Resolution Time 24 hours

P4: Target Response Time 4 hour; Target Resolution Time 72 hours

P5: Target Response Time 48 hour; Target Resolution request specific

Out of hours service levels:

P1: Target Response Time 30 mins; Target Resolution Time 8 hours

P2: Target Response Time 1 hour; Target Resolution Time 16 hours

P3: Target Response Time 4 hours; Target Resolution Time 48 hours

P4: Target Response Time 4 hour; Target Resolution Time 96 hours

P5: Target Response Time 96 hour; Target Resolution request specific