SLA and Escalation

Support: Monday - Friday (08:30 to 17:00): 01274 952123

Support: Out of Hours: 01274 952123

Web: www.clickitc.co.uk

Address: 3, Listerhills Science Park, Campus Road, Bradford, BD7 1HR

Contact channels by query type:

• Technical queries - Phone: 01274 952123 · Email: help@clickitc.co.uk
• Customer service queries - Phone: 01274 952123 · Email: help@clickitc.co.uk
• Finance queries - Phone: 01274 952123 · Email: info@clickitc.co.uk
• Account queries - Phone: 01274 952123 · Email: info@clickitc.co.uk

When reporting an issue, customers should supply the following information to assist the company in producing a timely response:

• The date and time at which the problem occurred.
• Impact of problem on live operations based on severity definitions provided below.
• Detailed description of issue, including the components involved (telephone system, Ethernet link, phones, gateways, router).
• The phone numbers involved in the issue.
• Type of calls, features, actions, or services impacted.
• Frequency of issue.
• Any available logs or traps.

Level 1 - Critical Failure (100% loss of service): problems severely affect service, traffic, billing and maintenance capabilities, and require immediate corrective action. Response time: within 2 hours. Target fix time: within 6 hours.

Level 2 - Major Failure (>25% loss of service): problems cause conditions that seriously affect more than 25% of the system operation and require immediate attention. Response time: within 4 hours. Target fix time: within 8 hours.

Level 3 - Minor Failure: problems do not significantly impair the functioning of the system and do not significantly affect service to customers. Response time: within 8 hours. Target fix time: within 24 hours.

Level 4 - Ad-hoc Support: requests for remote or on-site support with configuration, setup and training, or "how to" questions. Response time: 5 working days. Target fix time: N/A.

The company's goal is to provide a solution within the above target time-frames. For severity 1, critical failure and severity 2, major failure issues, the company will use best endeavours to provide a temporary solution to minimize service or system impacts, while a permanent solution is developed. Consequently, severity 1 issues may be downgraded to severity 2, and severity 2 issues may be downgraded to severity 3, following application of a temporary solution. Any downgraded severity can only be done when a workaround is in place and agreed by the customer as functional.

To meet these goals, the company requires that client personnel be on-site and that remote access to the product or system be available to allow remote diagnostics and maintenance. When an issue is reported, the company will: (1) make all efforts to immediately resolve the issue; (2) if an issue cannot be resolved immediately, inform the customer of a call back time with an update; (3) log all issues in the online ticketing system for tracking and analysis of possible trends.

Time extensions by escalation stage:

Customer Service: Immediate

Team Leader: +4 hours

Operations Director: +16 hours

Managing Director: +24 hours

Standard support hours are Monday to Friday: 08:30 to 17:00.

Where out of hours support has been taken (extra charges apply) the hours of support are: 24 x 7 x 365.

Level 1 - Critical: problems severely affecting service, traffic, billing and maintenance capabilities or total loss of service. Response time: within 2 hours. Target fix time: within 6 hours.

Level 2 - Major: problems cause conditions that seriously affect more than 25% of the system operation and require immediate attention. Response time: within 4 hours. Target fix time: within 8 hours.

Level 3 - Minor: problems do not significantly impair the functionality of the system and do not significantly affect service to customers. Response time: within 8 hours. Target fix time: within 24 hours.

Level 4 - Information: requests for remote or on-site support with configuration, setup and training, or "how to" questions. Response time: 5 working days. Target fix time: N/A.

Level 1: total loss of service or intermittent connectivity of all sites on MPLS; total loss of service of a single site. Response time: within 2 hours. Target fix time: within 6 hours.

Level 2: intermittent connectivity of a single site that has a high degree of service impact. Response time: within 4 hours. Target fix time: within 8 hours.

Level 3: intermittent connectivity of a single site that has a low service impact; bandwidth throughput issues. Response time: within 8 hours. Target fix time: within 24 hours.

Level 4: intermittent connectivity of a single site that has a low service impact; bandwidth throughput issues. Response time: 5 working days. Target fix time: N/A.

Care Level 1: clear by 23:59 day after next, Monday to Friday, excluding Public and Bank Holidays. For example, report Tuesday, clear Thursday.

Care Level 2: clear by 23:59 next day, Monday to Saturday, excluding Public and Bank Holidays. For example, report Tuesday, clear Wednesday.

Care Level 3: report 13:00, clear by 23:59 same day. Report after 13:00 clear by 12:59 next day, seven days a week, including Public and Bank Holiday.

Care Level 4: clear within 6 hours, any time of day, any day of the year.

*After diagnostics have been completed. All services subject to Contract and Standard Terms and Conditions.

Microsoft SPLA licenses, Citrix XenApp, MySQL database hosting, web hosting (Linux Apache or Windows IIS), SSL certificates, domain names, MS Office 365 account license, and all other software licensing: Mon-Fri 08:30-17:00 general fault finding with 1 hour response unless otherwise stated in supplier terms.