Service Level Agreement

Content

1. Service Levels
2. Responses and Updates
3. Required Information
4. Workaround
5. Third Party or Supplier Escalation
6. Customer Responsibilities – Customer Side Application / Infrastructure Changes
7. Uptime Availability Service Level

Incident Response Service Levels

1.   Service Levels

We will use reasonable endeavours to respond to and resolve all issues relating to the Platform within the time periods specified below, according to priority. We will determine the priority of any incident in accordance with the following table:

Priority	Response	Target Fix	Description
1	1 Hour(24/7)	4 Hours(24/7)	Multiple customers are unable to send and/or receive SMS on the platform.
2	1 Hour (24/7)	8 Hours(Support Hours)	One customer is unable to send and/or receive SMS on the platform.Multiple customers are unable to use a major component of the platform (other than SMS).The platform is not performing as it should in relation to SMS, e.g SMS are being sent from the platform at a slower rate than is usual.
3	4 Hours(Support Hours)	By the end of thefollowing Business Day	One customer cannot access one component of the platform (other than SMS).A component of the platform is not performing as it should (other than SMS).
4	By the end of the following Business Day	N/A	The platform is not performing as it should and such issue is not a P1, P2 or P3 issue.

2.   Responses and Updates

Response means an acknowledgement of receipt of an email or the answering of a telephone call.

In the event of a P1 incident, Customers should subscribe for updates via the Platform. Due to the volume of customers affected, individual updates may not be provided.

3.   Required Information

When reporting an issue, You should provide Us with the following information to ensure a swift resolution:

a)       the Customer’s company name;

b)       the Customer number or Supplier reference for the Customer;

c)       the Customer’s username;

d)       the Customer’s telephone number and email address; and

e)       a full problem description and details of any error messages with examples including recipient telephone numbers.

4.   Workaround

Issue resolution may necessitate a work around before a permanent solution can be implemented. A workaround may include a logical change in Our systems, where a permanent solution may include a version release, patch or physical change.

5.   Third Party or Supplier Escalation

If an issue is identified as a third party or Network Operator problem, this will be escalated to the relevant third party within 1 Business Day of identification. Updates will be provided each Business Day or as agreed with Our support team and We will work with the relevant third party to resolve the issue. The target fix times set out in paragraph 1 above shall not apply to a third party issue.

6.   Customer Responsibilities – Customer Side Application / Infrastructure Changes

In the event that the Customer conducts scheduled physical/connectivity changes, the Customer must provide Us with at least 10 Business Days prior written notice in order for continuity of Services to be provided. Should such notice not be provided, We take no responsibility for interruptions to the Customer’s service and any loss of connectivity.

7. Uptime Availability Service Level

8.     The platform shall be considered unavailable only during a P1 incident. The platform shall not be considered unavailable during periods of routine and emergency maintenance and any events of Force Majeure.

9.   We will provide notice via the Platform not less than three weeks prior to any planned disruptive maintenance.