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The Software as a Service (SaaS) Service shall include the following support service:
SERVICE INCLUSIONS AND EXCLUSIONS
1. Service Inclusions
The Software as a Service (SaaS) Service shall include the following facilities services provided in accordance with COMPLEAT’s standard procedures from time to time:
1.1 standard operational activities involving the maintenance of the System Environment;
1.2 start-up, shut down and reboots of System Environment machines and operating systems;
1.3 access to storage for databases as agreed from time to time;
1.4 daily back up and storage for three weeks of such backups of the Software and Customer data stored by the operation of such software;
1.5 the supply by System Environment consumables such as magnetic tapes and cartridges to maintain the operations of the System Environment and the supply of subsequent media requirements and replacements. For the avoidance of doubt such consumable costs will be rechargeable to the Customer;
1.6 administration of System Environment security, administration of operating system level user accounts and passwords, administration of System Environment firewalls;
1.7 monitoring of the Systems Environment and when reasonably requested by the Customer gathering of metrics using standard monitoring tools, monitoring of disk space utilisation; memory usage, network I/O, number of users logged in, performance and resource utilisation including system availability and login failures;
1.8 capacity planning/tuning to assist and advise on capacity planning in conjunction with the Customer advised needs.
2. Service Exclusions
The following items are not part of the SaaS Services or other Services provided under this Agreement and shall remain the sole responsibility of the Customer unless otherwise agreed in writing by COMPLEAT:
2.1 maintenance and support of any third party software (not being part of the System Environment) or any upgrades, fixes or patches to such software and/or Customer databases;
2.2 development work, installation or upgrades of the Software other than new developments or releases of the Software that COMPLEAT, in its absolute sole discretion, agrees to install and support under this agreement for access and use by the Customer during any Subscription Period;
2.3 maintenance, support, upgrading, installation, licensing, management or other services for any Customer software, hardware, desktop equipment, infrastructure or peripherals or the Customer’s premises or computer systems or its environment or telecommunications network;
2.4 acquisition and/or licence management of any third party software (not being part of the System Environment) and/or Customer data (including databases themselves, if any);
2.5 any activity relating to the rolling-out, implementing and/or upgrading, reconfiguration or migration of the System Environment to the Customer’s premises;
2.6 Customer and Customer user training;
2.7 Customer data conversion and migration;
2.8 procurement, provision, maintenance and support of or any advice in connection with the Customer’s computer systems or its environment or the Customer’s telecommunications network;
2.9 the design in respect of the System Environment interface with the Customer computer systems or its environment or the Customer’s telecommunications network or Customer premises;
2.10 Customer database management, including:
2.10.1 understanding the customer’s applications (existing and proposed), particularly from a database processing point of view;
2.10.2 modification of database objects;
2.10.3 maintaining programs for database logical consistency checking;
2.10.4 undertaking any analysis of critical transactions to ensure that the physical database design remains optimal for the Customer computer system including any file structures/access methods to be used, and the creation or deletion of secondary indexes;
2.10.5 creating and maintaining up to date, fully documented application system test plan or plans for use in volume tests and system regression tests;
2.10.6 undertaking application performance monitoring, including the investigation and recommendation of solutions to transaction performance problems;
2.10.7 undertaking planning to determine/predict database growth;
2.10.8 services from COMPLEAT’s technical database administrator regarding database problems, application problems and database recoveries;
2.10.9 registering Customer end-users with the application, if applicable;
2.10.10 populating databases (for test, production or recovery purposes).
SERVICE LEVELS AND SERVICE CREDITS
1. Service Levels are measured only during the System Environment Operational Hours as defined below.
2. COMPLEAT offers no guarantees or Service Level commitments with respect to performance or end-to-end bandwidth across public networks such as the Internet.
Service Level Description
System Environment Maintenance Hours
System Environment Maintenance Hours are periods of time during which the Systems Environment may be interrupted to the Customer during System Environment Operational Hours for carrying out routine maintenance activities required by professional computing practice (but are not limited to) the following activities:
System Environment Operational Hours
The System Environment Operational Hours are periods of time during which the Systems Environment will be made available subject to the Service Levels for routine Customer processing requirements.
Systems Environment Operational Hours = the hours of 09.00hrs and 17.00hrs UK time each of day – Planned System Environment Maintenance Hours each day.
Planned maintenance work will not be performed during these hours unless essentially required and notified to the Customer, in accordance with the Maintenance Notification Service Levels below.
System Environment Downtime
Systems Environment Downtime is the total number of hours in a calendar month that the Systems Environment is unavailable for the Customer’s use during Systems Environment Operational Hours, is expressed as a percentage of Systems Environment Operational Hours and shall be calculated against critical performance indicators as set out below.
Expressly excluded from any Systems Environment Downtime calculations are (but not limited to):
Maintenance Notification Service Level |
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Type of Maintenance |
Anticipated Downtime |
Advance Notice to be Given |
Planned (e.g. upgrades of hardware or software) |
As estimated |
Seventy-two (72) hours |
Unplanned |
Up to two (2) hours |
Not < four (4) hours |
Urgent (e.g. emergency works) |
As estimated |
As much as reasonably practical |
CRITICAL PERFORMANCE INDICATORS
Non-compliance against the following critical performance indicators may result in a reduction in the agreed Subscription Fee (payable upon renewal of the SaaS Service for the subsequent Subscription Period) of up to a maximum of 20% of the Subscription Fee paid in the previous Subscription Period in which the critical performance indicators are not met.
Critical Performance Indicator |
Required Performance |
Scoring |
Weighting |
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99.5% Availability, measured as a percentage as follows: The total number of hours in a calendar month that the System Environment is available for the Customer’s use / the System Environment Operational Hours for that calendar month.
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Score 5: 99.5% or more Score 4: 98.0% to 99.49% Score 3: 97.0% - 97.99% Score 2: 96.0% - 96.99% Score 1: less than 96.0%
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50% |
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99.0% correct functionality, measured as a percentage as follows The number of hours in a calendar month operating without any Critical or Urgent Incidents being resolved within target resolution times / the System Environment Operational Hours for that calendar month. |
Score 5: 99.0% or more Score 4: 98.0% to 98.99% Score 3: 97.0% - 97.99% Score 2: 96.0% - 96.99% Score 1: less than 96.0%
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50% |
Weighted Overall Score |
Percentage Adjustment Fee |
Score 4.5 to 5.0
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Score 4.0 to 4.49
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Score 3.5 to 3.99
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Score 3.0 to 3.49
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Score 2.5 to 2.99
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Score 2.0 to 2.49
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Score 1.0 to 1.99
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INCIDENT PRIORITIES
Priorities shall be assessed for all Incidents logged with COMPLEAT and a priority will be allocated by COMPLEAT in consultation with the Customer in accordance with the following table:
Priority |
Description |
Target response/resolution times |
---|---|---|
1 - Critical |
Incidents causing entire System Environment to be inoperable or inaccessible to all users |
Response – 30 minutes Resolution – 3 hours |
2 - Urgent |
Incidents causing severe performance degradation or a key business function or a material part of the System Environment to be inoperable or inaccessible to all users. Will include situations where users can continue a business function or operation but with difficulty and the impact will or may become more significant within a short time. |
Response – 2 hours Resolution – 1 working day
|
3 – Fairly Urgent |
Incidents causing inconvenient or inefficient operation of business functions or minor part of the System Environment to be inoperable or inaccessible to all users or data errors. |
Response – 1 working day Resolution – 3 working days
|
4 – Not Urgent |
All other Incidents. |
Response – 2 working days Resolution – next general fix, Update or release
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SUPPORT FOR THIRD PARTY SERVICES
COMPLEAT shall provide the following support services for Third Party Service(s) selected and paid for by the Customer:
NOTE
COMPLEAT has no control over or responsibility for the continued availability of any Third Party Service(s) or any functionality or facility of or upgrade to any such service.
Last updated: July 2016.