Service Level Agreement

The Supplier will determine in its sole reasonable discretion what the priority level is for any incident notification submitted to the Supplier.

Support for incidents is provided during Business Hours on Business Days.

For incidents qualified as urgent, support is available 24/7.

4. Change requests

Any request for alteration, change, or enhancement to an application, environment or process is not a support function and should be raised with the Supplier’s Customer Manager not the support services.

5. Support Desk

Customers may contact the Support Desk for any unavailability issue, incident, change request, questions or remarks that they have as follows.

• The urgent.support email alias will provide text, push notification and email alerts to Supplier Support Desk personnel on call outside of Business Hours.
• The escalate.support email will provide text, push notification and email alerts to the senior management representative allocated to the support desk for that period.

6. Maintenance Services

The Supplier will continuously monitor the Services availability, performance and security. The Supplier will execute several tests on a frequent basis.

The Supplier will on a regular basis update the Services so that they incorporate bug fixes and ameliorations regarding the availability, performance and security of the Services.

‍7. Exclusions

Supplier is not required to provide support or maintenance services in any of the following cases:

• Scheduled Downtime
• Access or use of the Services by the Customer, users, or chat participants in breach of the terms of the Agreement;
• Customer’s untimely response, or non-response, to incidents that require Customer’s participation (including participation in the source identification or resolution of incidents), as determined by the Supplier;
• Any actions or omissions of the  Supplier when complying with the request or acting under the direction of the Customer;
• The limitation or suspension of the Services due to circumstances reasonably believed by the Supplier to be a significant threat to the normal operation of the Services, the operating infrastructure, the facility from which the Services are provided, or the integrity of Customer Data (e.g., a hacker or a virus attack);
• The unavailability of management, auxiliary, or administrative services required by the Supplier to make available the Services, including administration tools, reporting services, utilities, or other services supporting core transaction processing;
• Failures, degradations, or fluctuations in electrical, connectivity, network, or telecommunications equipment or lines, including failures, degradations, or fluctuations caused by the Customer’s or user’s conduct or use of the Services, or circumstances beyond the Supplier’ reasonable control;
• Denial of service attacks, natural disasters, changes resulting from government, political, or other regulatory actions or court orders, strikes or labour disputes, acts of civil disobedience, acts of war, and other events beyond the Supplier’s reasonable control.
• The Customer’s ability to access the internet in order to use the Services, caused by Internet access or related problems beyond the demarcation point of the Supplier;
• The Customer’s or a third party’s equipment, software or other technology not within the sole and exclusive control of the Supplier;
• Any user’s access to the Compatible Messaging Channels or Vendors;
• Modifications to the Services not made or authorized by the Supplier in writing, including custom HTML, CSS, or JavaScript
• Changes to the Compatible Messaging Channel(s) that affect the ability to receive and/or transmit messages from that channel via the Services
• Force Majeure.

‍

‍