Service Level Agreement: Support Services (Version 3.0)

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Service Level Agreement: Support Services

(Version 3.0)

This Service Level Agreement ("SLA") is attached to the Agreement (Number [●]) entered into between Uniware Systems Limited ("Uniware") and the Customer dated [●].

Software series - IUMIS

Purpose

A SLA is a contract between a service provider and a customer that specifies, usually in measurable terms, what services the service provider will furnish. This document details the level of acceptable service provided by Uniware achievable within the price charged for the Support Services.

Neither the Customer or Uniware would be well served by low performance expectations which could be achieved with ease but would not provide a sufficiently efficient support. Equally, the Customer would not benefit from service levels set so high they could not be reached reasonably or economically.

Because network and software technology is dynamic, this SLA should not be thought of as static, but should alter in response to changes in technology and use.

Uniware will provide support for the IUMIS point of sale software and associated hardware as agreed.

Software support will be delivered according to this SLA. Hardware support will be delivered on a 4 hour response either remotely or from an engineer on site. Hardware items specified for courier replacement services will be maintained on a 48 hour replacement service.

Services to be provided by Uniware

The following items are supported within the scope of this SLA:

 Support of IUMIS software on Windows PC workstations and PoS terminals

 Assistance with diagnosis in failure conditions (e.g. network cable unplugged)

 POS hardware repair whilst under contract

 Telephone and Internet helpdesk facilities

 Assistance with resolving data corruption errors Hours of Supported Coverage

The Uniware helpdesk provides business hours telephone support between 07:00am - 19:00 p.m.

Monday – Friday excluding bank holidays.

Outside of these hours a 24 hour on call service operates. Non emergency calls received out of hours may incur a cost of £35 per call. The out of hours service is for emergency calls only.

Method for Requesting Services

During Normal Hours Tel +44 (0)844 800 6201 Fax +44 (0)1634 292840

Out of hours +44 (0)844 800 6201 (Hold to be automatically diverted to emergency support)

Web Support http://www.uniware.co.uk :All Users You will be setup with a login to log and track support calls.

E-mail Support [email protected] for problem reporting, inquiries, and requests

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Below is a priority level scheme for requests for support during normal working hours:

Incident Priority / Level

(add rows as required)

Priority Description Response Time (from receipt of support request)

Work-Around,

Temporary Fix Permanent Resolution Time

e.g. P1 Critical – Complete

systems failure

30 mins within 2 hours within 4 hours

P1 (Critical)

System down

Call is transferred to appropriate support team member. Case is worked on until resolution

Software 15 minutes

Hardware 4 hours

Software within 1 hour

Hardware 24 hours

Software problem to be resolved or assigned within less than 4 hours Hardware 48 hours

P2 (Major incident) Severe System failure significant

Having impact on local operations.

Software 30 minutes

Hardware 4 hours

Software within 4 hours

Hardware 24 hours

Software problem to be resolved within 24 hours of assignment

Hardware 48 Hours

P3 (Medium Incident) Single Function failure Impacting a single area.

Software 2 days

Hardware 4 hours

Software within 1 week

Hardware 48 hours

Software within 2 weeks

Hardware 48 hours

P4 (Low Incident)

Minor issue or how do I do this question.

Impact on local area or staff member

Software 2 weeks Hardware 4 hours

Hardware 48 hours

Software within 3 months

Hardware 48 hours

P5 (Enhancement)

Request for system changes

Software 2 days for approval

Timescale agreed

with Customer Software within 3 months of approval

P6 (Emergency Call out in working hours)

Request from customer for an emergency

engineering call out

4 hour response up to 8 hours to physically be on site

N/A N/A best endeavours

P7 (Emergency Call outside of working hours)

Request from customer for an emergency out of hours engineering call out

4 hour response up to 8 hours to physically be on site

Incurs call out charge of £750.00 plus £95.00 per hour

N/A N/A best endeavours

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Uniware Systems Ltd. | 84/85 Riverside 3 | Sir Thomas Longley Road | Rochester | Kent | ME2 4BH 3 Prioritisation of support requests shall be determined by Uniware using the problem description from the Customer. The priority level shall be agreed with the caller at the time of the call being logged.

Service Levels

Uniware shall not be required to discharge its commitments under this SLA when any event or series of events beyond its reasonable control prevents it from providing the services in accordance with this SLA, provided that Uniware promptly notifies the Customer of:

a) the estimated extent and duration of its inability to discharge its commitments; and b) the resumption of the provision of the service level

If the event or series of events are such as to affect only part of its total commitments, then Uniware shall continue to discharge those commitments that are not affected.

Service Goals Summary for Permanent Resolution

Call Resolution :

Target 50% resolved at initial call

Level-1 - Cycle Time: all resolved or assigned within less than 4 hours Level-2 - Cycle Time: all resolved within 4 hours of assignment

Level-3 - Cycle Time (Applications):all resolved within 2 weeks of assignment Level-4 - Cycle Time (Applications):all resolved within 3 months of assignment Level-5 - Cycle Time (Applications):all resolved within 3 months of assignment Level-6 - Cycle Time Best Endeavours

Level-7 - Cycle Time Best Endeavours Monitoring and Auditing of Services

Metrics to be applied to this Agreement:

Helpdesk response time for various classes of problems Remote access via internet availability

The Uniware Helpdesk Manager is responsible for issues relating to this SLA and may be contacted at 0844 800 2201 or [email protected]. Issues not resolved by the Helpdesk Manager will be escalated in turn to the Development and Support Manager of Uniware Systems.

Sub-Contracts

Uniware remains responsible for ensuring that sub-contracted services are provided to the Customer with the agreed levels of quality, even if it chooses to sub-contract for the provision of some or all of the services covered by this SLA.

Hardware maintenance of POS units are sub-contracted to our nominated hardware contractor.

Customer Responsibilities

The Customer will ensure an adequate level of system knowledge is maintained on Site to enable local staff to use the System. Uniware can provide an ongoing staff training package if required.

Only PC’s with Internet Explorer 7 or 8 shall be used to access IUMIS.

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Service Level Agreement: Hosted Services

Priorities, Response & Fix Times

Below is a priority level scheme for requests for support during normal working hours:

Incident Priority / Level

(add rows as required)

Priority Description Response Time

(from receipt of support request)

Work-Around, Temporary Fix

Permanent Resolution Time

e.g. P1 Critical – Complete

systems failure

30 mins within 2 hours within 4 hours

P1 (Critical) System down

Call is transferred to appropriate support team member. Case is worked on until resolution

Software 15 minutes

Hardware 4 hours

Software within 1 hour

Hardware 24 hours

Software problem to be resolved or assigned within less than 4 hours

Hardware 48 hours

P2 (Major incident)

Severe System failure significant

Having impact on local operations.

Software 30 minutes

Hardware 4 hours

Software within 4 hours

Hardware 24 hours

Software problem to be resolved within 24 hours of assignment

Hardware 48 Hours

P3 (Medium Incident) Single Function failure Impacting a single area.

Software 2 days

Hardware 4 hours

Software within 1 week

Hardware 48 hours

Reliability expectations and % Up Time targets based on previous 12 months operation

Uniware data centre services for the previous 12 months has shown a 99.95% available uptime. Our target uptime is 100%. We operate a diverse routing for internet traffic and dark fibres between our datacentres. System uptimes via our monitoring can be supplied on request for all services.

Back Up process and regularity

There are a number of backup schedules that occur within our systems;

a. A full backup of the sql data using Symantec Backup Exec is taken every Sunday with a differential backup taken every hour, this data is stored on a server remote from the hardware and is securely housed in our Datacentre.

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the device and can be made visible for recovery at any point.

c. A data snapshot of the SAN is replicated to our backup san in our secondary Datacentre every 5 minutes, this not only provides offsite backup but our disaster recovery model

Planned maintenance

Planned maintenance occurs out of business hours 07.00 to 19.00 Monday to Friday. Normally these operations have no effect on Customer operations. In the unlikely event of a planned outage we place notification on our IUMIS and Upay websites 2 weeks in advance of the planned outage.

We operate a website livestatus.co.uk which displays Uniware server status at all times.

Out of Hours cover

Out of hours we provide emergency cover via a mobile service. All data centre services are monitored 24/7 at the data centre and software provides email alerts for any irregular activities.

How are the data centre services provided

The Custodian data centre is an ISO 27000 accredited centre with 24/7 manned services provided by Custodian.

Uniware take responsibility for all works at the data centre with regard to servers and software configurations. Custodian provide power, rack space and internet services to Uniware.

Custodian SLA is attached.

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duly authorised signatory:

Name

Signed for and on behalf of Uniware Systems Limited by a duly authorised signatory:

Name Mike Brand

Position Position Managing Director

Signed Signed

Date Dated