Common use of Technical Support and Maintenance – Service Level Agreement Clause in Contracts

Technical Support and Maintenance – Service Level Agreement. 6.1 The Service Provider shall support the Technology with: ● First line support (e.g. Support Team cover and a System Administrator during Support Hours); and ● Second line support (e.g. routine fixes, scheduled site maintenance, corrections). 6.2 The Customer shall designate three (3) authorised contacts within their organisation to report technical issues to and receive technical support from the Service Provider. 6.3 The Customer shall log all technical fault issues identified with the Support Team and upon submission the Support Team shall allocate it to the System Administrator who will assign the technical issue with a priority level in accordance with the description set out in the table below. 6.4 The Service Provider shall respond to Customer and shall update the Customer on the progress of resolution within the timeframes set out in the table below. 6.5 The Service Provider shall endeavour to resolve a Priority 1 issue within the shortest possible timeframe and shall commit all available resource to the same. 6.6 The Service Provider shall endeavour to resolve Priority 2, 3 and 4 issues within the shortest possible timeframe and shall commit reasonable resource to the same. 6.7 The Parties may, on a case-by-case basis, agree in writing to a reasonable extension of the technical support service level response times. 6.8 The Service Provider may reasonably determine that any services are out-of- scope services. If the Service Provider makes any such determination, it shall promptly notify the Customer of that determination. 6.9 The Customer acknowledges that the Service Provider is not obliged to provide out-of-scope services. Priority 1 Telephone Call The Technology is ‘down’ and inaccessible or major components of the Technology are not operational and work cannot continue without impacting on business critical delivery Within 15 minutes Every 30 minutes Priority 2 Telephone Call Operation of the Technology is severely degraded, or non- business critical components Within 1 hour Every 2 hours of the service are not operational and work cannot reasonably continue Priority 3 Telephone Call Certain non-essential features of the service are impaired while most major components of the service remain functional Within 1 business days after initial response or as otherwise agreed Every 1 week Priority 4 Email / Live Chat Cosmetic or other low priority queries Within 7 business days after initial response or as otherwise agreed Every 4 weeks