- Schedule 3 (Support SLA)
| 1. | Introduction |
| 1.1 | This Schedule 3 sets out the service levels applicable to the Support Services. |
| 2. | Helpdesk |
| 2.1 | The Provider shall make available to the Customer a helpdesk. |
| 2.2 | The Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support Services; and the Customer must not use the helpdesk for any other purpose. |
| 2.3 | The Provider shall ensure that the helpdesk is accessible by email and using the Provider's web-based ticketing system. |
| 2.4 | The Provider shall ensure that the helpdesk is operational and adequately staffed during Business Hours during the Term. In addition, for Platinum Support Services only, the Provider shall provide a special telephone number for the Customer to report critical issues outside of Business Hours. |
| 2.5 | The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk. |
| 3. | Response and resolution |
| 3.1 | Issues raised through the Support Services shall be categorised as follows: |
| (a) | critical: the Hosted Services are inoperable or a core function of the Hosted Services is unavailable; |
| (b) | serious: a core function of the Hosted Services is significantly impaired; |
| (c) | moderate: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired; and |
| (d) | minor: any impairment of the Hosted Services not falling into the above categories; and any cosmetic issue affecting the Hosted Services. |
| 3.2 | The Provider shall determine, acting reasonably, into which severity category an issue falls. |
| 3.3 | The Provider shall use reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the following time periods: |
| (a) | critical: 2 Business Hours (3 Business Hours for Pacific Standard Time Zone); |
| (b) | serious: 4 Business Hours; |
| (c) | moderate: 12 Business Hours; and |
| (d) | minor: 3 Business Days. |
| 3.4 | The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request. |
| 3.5 | The Provider shall use reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods after the initial response and with Customer co-operation: |
| (a) | critical: 4 Business Hours; |
| (b) | serious: 2 Business Days; |
| (c) | moderate: 7 Business Days; and |
| (d) | minor: Considered for next release of the Hosted Services. |
| 4. | Provision of Support Services |
| 4.1 | The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing. |
| 5. | Limitations on Support Services |
| 5.1 | If the total hours spent by the personnel of the Provider performing the Support Services for moderate and/or minor issues during any calendar month exceed 10 then: |
| (a) | the Provider will cease to have an obligation to provide Support Services to the Customer during the remainder of that period; and |
| (b) | the Provider may agree to provide Support Services to the Customer during the remainder of that period, but the provision of those Support Services will be subject to additional Charges. |
| 5.2 | The Provider shall have no obligation to provide Support Services in respect of any issue caused by: |
| (a) | the improper use of the Hosted Services by the Customer; or |
| (b) | any alteration to the Hosted Services made without the prior consent of the Provider. |