REF LOOKING LOCAL REF CUSTOMER. 1a Looking Local shall provide the appropriate operational/technical support services in accordance with the service levels agreed in this SLA for the Infrastructure and other systems for which it is responsible in order to maintain the integrity, accuracy, freshness and functionality of the Services. 2a 1b Looking Local shall make available a single point of contact facility to enable the Customer to report to Looking Local any Incidents or operational/technical issues regarding the Services. This will be in the form of a staffed helpdesk between the hours of 09:00 & 17:00 Mon-Fri and an email facility for calls 2b The Customer shall make available a single point of contact facility to enable Looking Local to report to the Customer any Incidents or operational/technical issues regarding the Customer’s infrastructure. inside and outside of these hours will be made available. 1c Looking Local will provide at least 5 Business Days notice to the Customer of any Planned Maintenance required on the Looking Local Infrastructure that is expected to affect the provision of the Services to the end user that is expected to exceed 1 hour duration. 2c 1d Looking Local shall Respond upon detection of an Incident relating to the Services within 2 business hours and Restore the Services within 8 business hours from detection of the Incident. 2d 1e The Looking Local email inbox will be available 95% of the time and staffed not less than during the office hours of 09:00 to 17:00 Monday to Friday except statutory holidays. 2e
