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Delib's Service Level Agreement (SLA)

Support -


Contact to report service failure:
Via email: support@delib.net
Via online: https://delib.zendesk.com

Via phone: 

0845 638 1848 (UK)
1800 034 129 (Australia)
+44 1173 812 989 (Worldwide)


Definitions:

Uptime means time when the Product is available to the Client and the general public, or any other time that is not excluded from the definition of Downtime. The Product's availability is determined by the Product monitoring system.


Downtime means time other than Uptime, i.e. when the Product becomes unavailable to the Client and the general public other than because of:
(a) failure to meet browser/platform requirements;
(b) failure by the Client to comply with this Agreement or the Terms of Use;
(c) Delib exercising its rights to suspend the Product under this Agreement;
(d) planned maintenance notified by Delib in advance;
(e) performance of Services by Delib under this Agreement or agreed under a separate Agreement, including testing and quality assurance;
(f) user-side connectivity issues; or
(g) a Force Majeure Event.


Unavailability due to planned maintenance notified by Delib in advance shall not count as Downtime for the purposes of this Agreement. The Client's Authorised Representative will be notified by email at least 24 hours in advance of any planned maintenance.

 

Target service availability 

Hours

24 hours, seven days per week.

 

Target availability

 

99.95% (maximum 21.5 minutes of Downtime per month)

Measurement period for availability

Calendar months

Failure to meet target availability

If Downtime exceeds the target limit of 21.5 minutes in a calendar month, Delib will provide the Client with a service credit equal to one day’s Fees on a pro rata basis (exclusive of VAT, and exclusive of any excess bandwidth or storage charges that have been negotiated) for each full completed hour of downtime. The maximum service credit available in respect of any one month shall not exceed one month’s Fees.

 

Target response times

Incident level definitions

 

Critical Error

Non-availability of the Product; any reproducible error, which prevents a user from entering or submitting data; or any error that causes unavoidable or unexpected data loss.

Non-critical Error 

Any error which does not fit the description of a critical error.

 

Target response times

Level

Response

Critical Error

 (a) Delib will perform a fault diagnostic on any and all Critical Errors as soon as possible - 24 hours per day, 7 days per week, within a maximum response time of 2 hours.

(b) Delib aims to resolve Critical Errors to the Product which do not include any data loss within a maximum of one Business Day.

(c) Delib aims to resolve Critical Errors to the Product which include data-loss within a maximum of two Business Days.

(d) Delib aims to resolve Critical Errors to the hardware or infrastructure within a maximum of 7 days. (This time includes up to 5 days to rebuild from back ups, and 2 days to correct the Product error).

Non-critical Error

(a) Delib will perform a fault diagnostic on any and all Non-critical Errors within a maximum response time of two working days - Monday to Friday between the hours of 9am and 6.30pm Greenwich Mean Time.

(b) Delib aims to resolve Non-critical Errors to the Product within 2 working days of the completion of the fault diagnostic. In some circumstances a fix may require a major Product update which may take longer to schedule in.

Fault diagnostics and workarounds

When the fault diagnostic is complete, Delib will provide an estimate of when the fix will be rolled out to Client sites.

Where possible, a workaround will be provided until the permanent fix is available. 

 

Notes

1. Downtime
The Client will be issued with a Downtime notification every time the Product becomes unavailable and a Downtime report once the cause of the Downtime or non-Downtime unavailability has been established.

2. Monitoring
(a) Automated monitoring is provided under this Agreement. Automated monitoring notifies Delib of the non-availability of the web Product after a period of 5 minutes.
(b) Automated monitoring cannot verify that the entire Product is working as expected.
(c) If the hosting environment is not available, Delib's Disaster Recovery Plan is put into effect.

3. Application Maintenance
(a) Maintenance time is required to resolve errors within the Product.
(b) Errors are reported in one of two ways: by alert from Delib's monitoring system or by notification from the Client.
(c) Once an error has been reported, the error is investigated and classified as a Critical Error or Non-Critical Error.

4. Testing & Quality Assurance (QA)
All changes to the Website, including updates and maintenance, must be followed by rigorous testing and quality assurance. Full test runs take at least half a day, whatever the size of the amendment.