Service Level Agreement

Last Updated:   2 November 2023

All terms defined in this SLA shall have the meaning set out in the Terms and Conditions, unless defined otherwise in this SLA.

1. HOSTING SERVICES

Hosting services shall include hosting of the Solution, together with Customer owned content as set out below.

1.1 Availability

The Company use all commercially reasonable measures in terms of providing redundancy, monitoring and platform management to make the Solution available via the Internet 24 hours a day, 7 days a week. The Company uses Amazon Web Services for its underlying infrastructure which offers 99.99% availability.

2. SECURITY

The infrastructure and security provided by the Company and the data centres it uses to provide the Solution is set out in more detail in the DPA.

3. SUPPORT SERVICES

Support services shall include customer support service for the Solution as set out below together with maintenance of the Solution including corrective maintenance and enhancements.

3.1 Scope of Support Services

Maintenance and Support Services shall not be provided for issues arising from: (i) modifications, alteration or configuration of Solution dependencies by a third party that has not been authorised in writing by the Company; and/or (ii) technology or IPR that has not been provided by the Company pursuant to the Agreement.

3.2 Incident Management

Support Services are provided in English. Incidents may be reported to the support centre by email, telephone or by using our in-App chat box. Upon receipt of an incident notification the Company shall respond to the Customer, within the time frame set out in clause 4.4 of this SLA as applicable, based on the priority of the problem. Incidents with the Solution will be dealt with in accordance with their level of priority. The time frame in which incidents will be resolved is also set out below.

3.3 Support Hours

The Company is based in the United Kingdom, and support is generally provided between 8am and 6pm Monday to Friday, during UK business hours. However at the discretion of support staff, it is common to respond to customers outside of these hours. nettTracker aims to ensure all customers receive a reply to their query within 24 hours.

3.4 Communication Channels

  • Sales - sales@nett-tracker.com

  • Support - support@nett-tracker.com

  • Accounts - accounts@nett-tracker.com

  • General information - info@nett-tracker.com

3.5 Escalations Process

Should any issues arise leading to Customer dissatisfaction, these can be registered using one of the above communication channels. This will then be escalated internally depending on the severity of the issue and the Customer should receive a response within 1 Business Day.

4. INCIDENT RESOLUTION

4.1 Incident Definition

An unexpected event that causes service disruption and requires intervention to resolve. This excludes general queries and enhancement requests.

Bug fixes are managed through our development process and minor bug fixes may be rejected depending on the impact they have. General queries are dealt with by our customer support team via e-mail.

4.2 Incident Classification

High: affects urgent work, large volumn of customers effected, with risk to reputation and revenue

Medium: Affects some work not as urgent, moderate volume of customers affected

Low: Does not affect sensitive work. Minimum volumne of customers affected with minimal inconvenience.

5. MAINTENANCE SERVICES

5.1 Releases

Releases will contain small fixes, new or amended features, and major changes. The Company employs a continuous delivery system of Releases and reserves the right to vary the frequency of Releases. The Releases are deployed as required for all Customers. Deployment usually takes place during low system traffic time. The deployment is 100% automatic.

There are 3 categories of Releases:

A. Issues

Implement minor changes, Bug fixes and performance improvements. Such changes do not impact the current configuration of the Customer, nor require additional training.

B. New Features and Improvements

A combination of change requests, new features and performance improvements. All existing setup and data will remain unchanged. Usually no user intervention is required, however, where appropriate, the Company shall provide webinars and help documentation and/or webinars.

C. Projects

Provide major changes, strategic and long term projects. Usually no user intervention is required, however, where appropriate, the Company shall provide help documentation and/or webinars.

5.2 Emergency Maintenance

The Company shall where possible, provide the Customer with prior notice of Emergency Maintenance. However, work may commence at any time and shall continue until completed. The Company shall attempt, but cannot guarantee, scheduling Emergency Maintenance during non-Business Hours.

6. CUSTOMER’S OBLIGATIONS

The Customer has the following obligations under this SLA:

  • to provide access to a computer system capable of running the TCP/IP network protocol and an Internet web browser and uses a web browser that supports JavaScript;

  • to provide all suitable hardware and software and telecommunications equipment required for accessing the Solution;

  • responsibility for the network connection between the Company’s hosting centres and the Customer’s premises (backend) connection to a telecommunications network;

  • to inform the Company without delay of any problems with the Solution;

  • to purchase upgrades for its own software, if necessary, for the error free operation of its own software with the Solution;

  • to check its systems for the most commonly known worms, viruses and malware;

  • to have a current virus scanner installed for each Customer system accessing the Solution.

7. LIMITATION OF LIABILITY

The Company shall not be liable for, and shall have no obligation to fix, any errors, Incidents, problems or Bugs or any lack of availability of the Solution caused by the following:

  • any breach of the Customer’s obligations set out in clause 6 above;

  • use of the Solution on a system not supported by the Company or specifically agreed in writing in the Agreement;

  • unavailability of telecommunications;

  • faults or omission of ISPs;

  • any lack of connectivity caused by a third party;

  • any Bugs or defects in any third party software that interacts with the Customer’s data once it leaves the Company’s data centres;

  • any denial of service attacks, network floods and hacking;

  • interconnection of the Solution with other software products not supplied by the Company except as expressly agreed in writing in the Agreement;

  • any DNS issues not within the direct control of the Company i.e. a fault on the Customer’s network or own equipment configuration;

  • problems or errors that occur while the Company is waiting for the Customer to provide information to enable it to rectify a fault or restore services;

  • faults caused by the Customer’s management or connection to the Solution;

  • the Customer failing to take part in training offered by the Company, necessary for use of the Solution;

  • a Force Majeure event.