Service Level Agreement

This SLA outlines the levels of service delivered by Xperience and our Technical Support Team.

Hours of Operation

The Support Helpdesk is open from 09:00 until 17:00 (GMT), Monday to Friday, excluding Bank and Public holidays in England, Wales, Scotland and Northern Ireland. Which will vary by locale as per the information provided below:

Bank and Public Holidays – Peterborough Office Bank and Public Holidays – Lisburn Office Bank and Public Holidays – Glasgow Office
New Year’s Day New Year’s Day New Year’s Day
Good Friday Easter Monday 2nd January
Easter Monday Easter Tuesday Good Friday
May Day Bank Holiday May Day Bank Holiday Easter Monday
Spring Bank Holiday 12th July May Day Bank Holiday
August Bank Holiday 13th July Spring Bank Holiday
Christmas Day Christmas Day Christmas Day
Boxing Day Boxing Day Boxing Day

During month-end periods, incidents that may affect the Customer’s ability to meet central reporting deadlines will be treated as priority 1.

Customer Initiated Change Requests

Process Definition

The Professional Services Manager will work with the relevant business contacts to ensure that the change request process is known, understood and followed, ensuring controls are not compromised.
All change requests will be logged with the relevant Project Manager.
Prior to any resource allocation, all work requests will be reviewed by Xperience and the Customer to determine whether they are change requests or a separate project.

Urgent change requests

Urgent requests are defined as requests which may:

  • have a direct impact on business-critical systems (this includes their component parts)
  • be in breach of a legislative change
  • have a high revenue impact on the business

Authorisation to proceed must be given prior to any change requests being performed.
Urgent changes will be reviewed retrospectively during the next available review to ensure processes were followed and the change was manage

Official Complaints Process

Complaints concerning specific calls/incidents should be made to the Support Helpdesk Manager.

In case of any concerns or general dissatisfaction regarding service received, customers should:

  • Firstly, contact the Support Helpdesk Manager who will investigate the complaint.
  • Secondly, if further escalation is required – either:
    • In case of an operational complaint – contact the Professional Services Manager.
    • In case of a complaint relating to a change request/small project or projects where the business is clearly affected by the issue, contact the relevant DMC Project Manager.

Security

The Customer will ensure that when users change job roles, all system authority will be updated for the individual that is appropriate for the new job function. The Customer is responsible for administering system-level security (user name, password, and application authority). Certain applications contain additional security that may be administered by the DMC support helpdesk.

These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.

Limitation of Liability

To the maximum extent permitted by applicable law, Xperience or its subcontractors shall, in no event, be liable for any consequential, incidental, indirect, punitive, or damages of any other kind. This includes, without limitation, damages for loss of business profits, business interruption or other pecuniary loss arising from the provision of service support or from the use of, or inability to use, software provided by Xperience, even if Xperience had been advised of the possibility of such damages.

Appendix

Appendix 1: Required Information

Please include the following information:

  • Name
  • Product used
  • Description of the issue (if possible, a screenshot of error message or issue)
  • Any recent changes to the product/workstation
  • The number of users affected
  • Any attempts to resolve e.g. changing machines or logging on as a different user

Appendix 2: Additional Service Charges for On-Site Technical Support

In the event of On-Site Technical Support is required, provided the services are applicable at the standard day rate, the following expenses will be inclusive within the United Kingdom. Otherwise, the following expenses will be invoiced accordingly:

  • Accommodation
  • Subsistence
  • Travel (including flights, travel time, transfers and car hire)
  • Fuel (business use)

All Receipts will be provided as proof of purchase.

Appendix 3: Limitation of Support

What is covered?

  • Advice on accounting corrections (Financial products only)
  • Advice on or application of hotfixes, patches and service packs (excluding implementations where development and/or integration to any other product exists – Customer must have an active Support & Maintenance Contract)1
  • Advice and/or assistance on SQL backups and restoration (limited to five databases)
  •  Error messages preventing the use of the application
  • Extension string requests (licence key renewals)
  • Additional 3rd party client software installations supported by DMC1
  • Limited Training related calls (discretion to be advised by your Account Manager)
  • Basic alterations to templates and reports limited to logo’s, text blocks and field positioning)
  • Support ‘out of the box’ functionality
  • Support of reports created/modified by Xperience

What is Not Covered?

  • Connecting remotely without prior contact
  • Creating new databases and initial setup
  • Customisation in general
  • Data imports and migrations
  • Data repairing/fixing
  • Excessive training issues as deemed by Account Manager
  • New layouts, reports and templates
  • Installation of Version Upgrades
  • Correcting layouts, reports and templates created/modified by the Customer (unless Customer attended a relevant course within the last 12 months)
  • Networking and computer issues due to faulty hardware or cabling and routers (unless covered by separate contract)
  • Supporting 3rd party products not supported by Xperience
  • Supporting development undertaken by the Customer

What is Deemed as Chargeable Work? (Unless Otherwise Agreed)

  • Alteration of layouts, reports and templates for the inclusion of columns, formulas, calculations and other significant changes
  • Creating new databases and initial setup
  • Customisation
  • Data imports and data manipulation
  • New layouts, reports and templates
  • Implementation and installation of Xperience supported software on to servers
  • Installation of version upgrades/patches
  • Correcting layouts, reports and templates created/modified by the Customer (unless Customer attended the relevant course within the last 12 months)
  • Networking and computer issues due to faulty hardware or cabling and routers (unless covered by separate Contract)
  • Training
  • Creating and executing SQL Scripts
  • Creating remote databases (supported applications only)
  • Setup and configuration of synchronisation undertaken by the Customer or another 3rd party

What is the Procedure for Requesting Chargeable Work?

Should Xperience receive a request for chargeable work, the following procedure will be followed:

  • Xperience will estimate the request and notify the Customer in writing together with an expected delivery date
  • The chargeable request will be specified to the Customer’s satisfaction and signed off by the Customer
  • The Customer should provide a valid purchase order number or written consent in order to proceed
  • The Customer will be invoiced upon delivery within Xperience’s normal trading terms and conditions
Priority Example Target
1 – Critical (Critical/Urgent) High, direct impact on the whole business resulting in loss of sales, orders, delay or impact dealers. No workaround or alternative method for completing the task available (e.g. Network failure, critical application/file failure, power failure, telephone switch failure). All ‘High’ priority incidents are automatically escalated to the Support Helpdesk Manager. 6 Hours
2 – High (Important/Significant Disruption) High, direct impact on the whole business resulting in loss of sales, orders, delay or impact dealers. No workaround or alternative method for completing the task available (e.g. Network failure, critical application/file failure, power failure, telephone switch failure). All ‘High’ priority incidents are automatically escalated to the Support Helpdesk Manager. 8 Hours
3 –Normal (Monitor/Personal Disruption) Low impact on the business as a whole but inconvenient for the individual. Able to use alternative workstation or system whilst problem is being fixed. Error in a function of a system that prevents the function being used but does not impact other parts of the system. 12 Hours
4 – Low (Informational/Request for Help) Request to the Support Helpdesk for advice/guidance on the use of a system, product or application. Minor problem that does not impact users but the user feels it should be known about. 16 Hours

 

Please Note: The following scenarios will automatically exclude tickets from being measured within the SLA and will, therefore, be deemed as outside the SLA:

  • Tickets raised for obsolete products (e.g. Tickets for products no longer supported by the vendor)
  • Tickets escalated to the vendor (e.g. Tickets outside Xperience’s control and is a known defect)
  • Tickets escalated to Level 2 or Level 3 (e.g. Tickets escalated to a Developer Resource for investigation and resolution)
  • Scheduled Systems Maintenance (SaaS and VPS Hosting only)
  • Scheduled system maintenance will be performed outside of normal working hours and sufficient notification will be provided. You will receive a minimum of five days’ notice prior to any maintenance being carried out.

In the event of emergency maintenance, an incident will be posted on our status page (http://status.xperience-group.com/) as soon as possible.

Escalation

If you are unhappy with the progress of a call and would like to escalate it to a more senior level, you can contact the Support Helpdesk Manager on 01733 362 120.

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