Service-Level Agreement

Security, Compliance & Governance Products: GMT: 8am to 6pm 

Collaboration & Productivity Products: EST 9am to 5pm 

Oracle NetSuite Products: EST 9am to 5pm 

Overall UTC coverage by May 2025 on: 

• Ticket triage 
• Criticality assessment 
• License issues 
• Acknowledgement & Queue assignment 

Incidents raised through the Support Services shall be categorised as follows: 

a) critical: the Applications are inoperable, or a core function of the applications is unavailable 

b) serious: a core function of the applications is significantly impaired, and all users are impacted 

c) moderate: a core function of the application is impaired, where the impairment does not constitute a serious issue; or all users are not impacted 

d) minor: any impairment of the applications not falling into the above categories; and any cosmetic issue affecting the applications. 

When raising an incident the Customer shall determine, acting reasonably, into which severity category an incident fall. This will be reviewed by CS team within 2 business days and reported back to the customer. 

Tickets will be monitored for changes in criticality and results in the change to SLA will be discussed with the customer. 

The Provider shall respond to requests for Support Services (“incidents”) promptly, and in any case in accordance with the following time periods:  

a) critical: 2 Business Hours

b) serious: 4 Business Hours 

c) moderate: 1 Business Day 

d) minor: 5 Business Days

The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request. 

The Provider shall use all reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:  

a) critical: 8 Business Hours  

b) serious: 3 Business Days 

c) moderate: 10 Business Days 

d) minor: 25 Business Days 

If the total hours spent by the personnel of the Provider performing the Support Services for the Customer during any calendar month exceed 24 hours, then:  

a) the Provider will cease to have an obligation to provide Support Services to the Customer during the remainder of that period; and  

b) the Provider may agree to provide Support Services to the Customer during the remainder of that period, but the provision of those Support Services will be subject to additional Charges. 

The Provider shall have no obligation to provide Support Services in respect of any issue caused by:  

a) the improper use of the Hosted Services by the Customer 

b) any alteration (including configuration and customisation) to the Hosted Services made without the prior consent of the Provider