Service Level Agreement (SLA)

Software Service Level Agreement

This Service level agreement covers the provision of support and maintenance and hosting for the Verto Software as a Service application.

Support and Maintenance

Help Desk – 8:30 a.m. – 5:30 p.m. Monday – Friday (excluding bank holidays)

Tel: 0204 526 5925    email: support@vertocloud.co.uk

Support questions can be reported via email or phone. Any calls or emails that cannot be immediately resolved are dealt with on a first come first served basis. Notification of the resolution will be set via email.

Faults (System Unavailable) are given the highest priority and are aimed to be fixed within 60 minutes where possible. The following table further outlines response times:

Upgrades

Product upgrades will be available when new functionality is added to the software or new statutory requirements have been issued. These updates will be part of a controlled release procedure determined by TMI Systems and are covered by the annual support and maintenance fee

Where a request for enhanced or new functionality has been requested by a customer, TMI Systems Ltd. will endeavour to add this functionality to the standard product where appropriate.

The upgrades / enhancements will be distributed to all customers on our hosted platform at the same time and will not require end user intervention. Wherever possible, changes to the production platform are notified 7 days in advance. Sometimes for operational reasons (such as security patches, or system faults) it is necessary to change the production platform without notice – in this case users are notified retrospectively.

Change Control Process

In order to ensure that the TMI Systems Ltd. applications function as described, a Change Control process operates. A customer should contact TMI Systems Ltd with a request for a change to the existing functionality. The change could fall into one of three categories:

• Bug
• Enhancement
• New Functionality

As much detail as possible to support the request should be provided and any screen shots, etc, emailed to TMI Systems Ltd. On receipt, the request will be added to the TMI Systems Ltd. request list and a reference number will be allocated. All requests will be analysed to access any impact on the existing application.

An analysis of the request will be undertaken and, where a charge may be made for new functionality, this will be discussed with the customer prior to any work commencing. If the request is chargeable, on receipt of written approval, work will commence and the enhancement will be released in line with TMI Systems Ltd. procedures. Any bugs reported will follow the same procedure as above, but will be treated as the highest priority and fixed at zero cost.

Data, backups and return

All customer data is stored within the UK and has a nightly backup cycle of 90 days. It is therefore possible for a customer to recover their data to the close of business on any day in the past 90 days. Client data can be returned within 7 days as a SQL server backup in the version of SQL server currently being used by the Verto platform.

Service Availability

Software as a Service Applications hosted by TMI Systems Ltd will have an uptime of 99.99% during core business hours (0900-1730 Mon-Fri). The service availability of the Data Centre used by TMI Systems is 99.99% 24 x 7 x 365.