Service Level Agreement

1. Introduction

This Service Level Agreement (SLA) establishes the terms and conditions governing the provision of services by the Service Provider to the Client. It defines service levels, responsibilities and expectations to ensure a reliable and efficient partnership.

2. Definitions

Client	The entity identified on the Quote, that subscribes to use the Service
Service Provider	TMI Systems Ltd.
Agreement	The Quote, along with Terms and Conditions, Statement of Work, User Acceptable Use Policy and this SLA.

3. Services Provided

Service Provider agrees to provide the following services:

• Access to the Service: Including all core features outlined in the agreed Quote.
• Hosting and Data Storage: Secure hosting and storage of Client data for use within the platform.
• Technical Support: As per defined support levels outlined in this SLA.

4. Service Levels

• Uptime Guarantee:
  • The Service Provider guarantees an uptime of 99.99% during core business hours (8:30 AM – 5:30 PM, Monday to Friday). Uptime is measured quarterly, ensuring consistent performance for all users.

5. Support Desk Availability

Support is available during core business hours

• Hours: 8.30am – 5.30pm, Monday – Friday (excluding UK Bank Holidays)
• Contact: Email support at support@vertocloud.co.uk

Support queries can be submitted via email and will be managed through email exchanges until resolution. Each query will be assigned a unique reference number for audit purposes. Queries are to be raised via nominated individuals within the Client organisation (System Administrators).

General questions can also be addressed via our Knowledge Hub or Chat Bot, accessible to all users of the Service.

6. Fault Resolution Priority

Critical system faults (e.g. “System Unavailable”) are treated with the highest priority. The target resolution time is within 60 minutes, where feasible. Response times for support tickets are outlined below:

Priority Level	Description / Nature	Initial Response	Target Resolution
P1	System Unavailable or >75% of users unable to access.	15 minutes	1 Hour
P2	Significant fault with multiple users affected. System available but degraded.	15 minutes	4 Hour
P3	Minor fault with a single user affected. System available but degraded.	30 minutes	2 Days
P4	General questions and enhancement requests.	4 Hours	N/A

For Clients using Verto Administrator as a Service (VAaaS) there are additional response times for the management of administrator requests.

7. Change Control Process

To ensure optimal service functionality, a structured Change Control process is in place for handling Client requests for modifications or enhancements to existing features:

Categories of Change Request

• Enhancement: Improvements to current functionality
• New Functionality: Introduction of a new feature

Request Submission

Clients will be provided with a Change Request form and must provide detailed information supporting their request, including screenshots or other relevant materials, via email to the Support Desk.

Review Process

• Requests are assessed for impact on the existing application, wider client base, and the development roadmap.
• Not all requests will be approved; reasons will be provided for declined requests.

Approved Changes

If approved, associated costs and timelines are discussed with the Client before proceeding. Written approval is required for chargeable changes before work commences. Enhancements and new features are released in line with Service Provider’s procedures.

8. Software Releases

Release updates, including enhancements and new functionality, are deployed simultaneously across all hosted clients without requiring end user intervention:

• We aim to provide advanced notification of changes to production platforms at least 10 working days prior to release.
• For urgent operational updates (e.g. security patches or critical fixes), retrospective notifications will be issued if an advanced notification cannot be provided.

9. Client Responsibilities

To maintain a seamless service experience, the Client agrees to:

• Provide accurate and timely information to assist in resolving issues promptly.
• Use the Service in compliance with applicable laws and regulations.
• Maintain secure access credentials at all times.
• Ensure timely payment of all fees, costs, and other amounts specified in the Agreement within 30 days of invoice issuance.

10. Data Security

The Service Provider implements industry-standard measures to safeguard Client data, including:

• Encryption protocols for data protection during transmission and storage.
• Regular backups adhering to a nightly cycle with a retention period of 90 days.
• Compliance with ISO 27001:2022 standards for information security management systems (ISMS).

11. Data Protection

Data Processing Roles:

• If acting as a controller of personal data: The Service Provider processes personal data in accordance with its Privacy Notice available at https://vertocloud.co.uk/privacy-policy
• If acting as a processor on behalf of the Client: A separate Data Processing Agreement will be executed between both parties under applicable law.

Data Storage Location:

All data is stored and processed within the UK.

12. Data Return Upon Termination

At termination, data can either be manually extracted by the Client or returned by the Service Provider as a SQL Server 2019 backup file at an additional cost.