1. Agreement Overview
This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Venuus Limited (the “Service Provider”) and (the “Customer”) for the provisioning of services (the “Service” or “Services”) required to support and sustain software and hardware provided by Venuus in conduction with our terms and conditions or anything detailed in any other document provided by Venuus.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
2. Goals and Objectives
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
- Provide clear reference to service ownership, accountability, roles and/or responsibilities.
- Present a clear, concise and measurable description of service provision to the customer.
- Match perceptions of expected service provision with actual service support & delivery.
3. Stakeholders
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Venuus Limited. (“Provider”)
IT Customer(s): (“Customer”)
4. Levels of Service
Venuus Limited provides three levels of support (as detailed below) for its clients purchasing services including but not limited to Software (see terms and conditions for details), Hardware provided by Venuus and/or anything detailed in any other agreement or contract entered into by Venuus Limited and ‘The Customer’
4.1 Services
Level 1 – Boot Up
Email support only.
Monday – Friday 8:30am – 4:30pm
Response Times.
Monday – Friday 24Hr response
Saturday – Sunday 48Hr response
This can increase by 24hrs during busy periods.
Engineer calls outs – See Pricing Document for Prices
Monday – Friday 8:30am – 4:30pm
Before any engineer attends site we must establish if this is needed and have exhausted the normal channels of support. Once an engineer is assigned we will judge the severity of the situation and assign an engineer in a suited time frame around our availability.
We will always try and attend site within 72 (working) hours however, we cannot guarantee this during busy periods.
Level 2 – Start Up
Support Contract Customers
Email and Telephone Support
Monday – Tuesday 8:30am – 4:30pm
Wednesday – Friday 8:30am – 8:00pm
Saturday – 10am – 8:00pm
Sunday – Emergency Support Only – Voicemail and email support – 2hrs minimum response time.
Monday – Friday 12Hr response
Saturday 24Hr response
Engineer calls outs – See Pricing Document for Prices
Monday – Friday 8:30am – 4:30pm
Before any engineer attends site we must establish if this is needed and have exhausted the normal channels of support. Once an engineer is assigned we will judge the severity of the situation and assign an engineer in a suited time frame around our availability.
We will always try and attend site within 72 (working) hours however, we cannot guarantee this during busy periods.
Level 3 – Upgrade
Consultancy Customers.
Email, Chat and Telephone Support
Monday – Tuesday 8:30am – 4:30pm
Wednesday – Friday 8:30am – 8:00pm
Saturday – 10am – 8:00pm
Sunday – Emergency Support Only – Voicemail and email support – 2hrs minimum response time.
Engineer calls outs – See Pricing Document for Prices
Monday – Friday 8:30am – 4:30pm
Before any engineer attends site we must establish if this is needed and have exhausted the normal channels of support. Once an engineer is assigned we will judge the severity of the situation and assign an engineer in a suited time frame around our availability.
We will always try and attend site within 48 (working) hours however, we cannot guarantee this during busy periods.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA
Level 4 – Quantum
Consultancy Customers.
Email, Chat and Telephone Support
Monday – Tuesday 8:30am – 4:30pm
Wednesday – Friday 8:30am – 8:00pm
Saturday – 10am – 8:00pm
Sunday – Emergency Support Only – Voicemail and email support – 2hrs minimum response time.
Engineer calls outs – See Pricing Document for Prices
Monday – Friday 8:30am – 4:30pm
Before any engineer attends site we must establish if this is needed and have exhausted the normal channels of support. Once an engineer is assigned we will judge the severity of the situation and assign an engineer in a suited time frame around our availability.
We will always try and attend site within 48 (working) hours however, we cannot guarantee this during busy periods.
The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA
5. Service Agreement
5.1 Service Scope
5.2 Customer Requirements
5.2.1 – Payment for service costs as agreed in invoices or any other agreements that form part of this or any other agreement.
5.2.2 – Payments to third parties such as software resold as part of any agreement are up to date with no outstanding invoices. If any outstanding invoices are due we withhold the right to remove support of any product provided by Venuus with immediate effect until invoices/outstanding payments are brought up to date.
5.2.3 – All on site IT related equipment and services are kept maintained and updated including, but not limited to, hardware and software. Venuus will always take action to attempt to resolve any issues however; in the event of out of date and/or damaged or incompatible software/hardware, Venuus Limited cannot be held responsible to provide a solution/fix inside or at any time as part of this agreement.
5.2.4 – Customers are required to report any/all issues relating to services or goods provided by Venuus through the correct channels as detailed in (6). Reporting issues through any channel other than detailed in 6.2 of this agreement; this agreement may become void and Venuus takes no responsibility for providing a resolution inline with this agreement.
5.3 Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement include:
5.3.1 – Providing resolutions within time frames as detailed in 5.1
5.3.2 – Appropriate notification to Customer for all scheduled maintenance.
5.4 Outside of scope of this agreement
5.4.1 – Supply of software from the Venuus Limited to the customer is done so as a reseller basis only. You acknowledge and understand that any and all agreements for software is done so between yourself and the software provider we act as a middleman to supply the software installation and implementation only. It is the customers responsibility any and all terms for software agreements entered into and to understand and agree to any software/softwares provided own SLA’s
5.4.3 – Issues relating to software/equipment will be monitored and reported to third parties, Venuus retains no liabilities when such instances then fall under any third parties SLA. Venuus do not guarantee the software and its stability, we will always take reasonable steps to provide a solution to any issues reported to Venuus via our support channels however, when the issue is related to something out of our control we cannot guarantee time frames for issues to be resolved and this agreement will then be superseded by the relevant parties SLA agreement.
6. Service Management
Phone Support – We have a fully monitored phone system that allows us record calls for training and quality purposes. This phone line is monitored 7 days a week, response times for any message left will be dealt with within the relevant timeframes detailed in section 4.1
Email Support – We have a centralised email support desk, Any emails sent to support flag up for all agents and are dealt with by the relevant department as per the time frames of your support agreement as detailed in section 4.1. This system also gathers out of hours voicemails and chat messages so they can be actioned by the next available operator.
6.2 Customer Requirements
In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
Level 1 –
- 0-8 hours (during business hours) for issues classified as High priority.
- Within 48 hours for issues classified as Medium priority.
- Within 5 working days for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
- On site support will be provided in-line with the severity of the issue and engineer availability.
Level 2 –
- 0-1 hours (during business hours) for issues classified as High priority.
- Within 0 – 2 hours for issues classified as Medium priority.
- Within 0 – 4 working days for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
- On site support will be provided in-line with the severity of the issue and engineer availability. We will always aim to have someone on site within 72 hours however, this may not always be possible during busy periods.
Level 3 and 4 –
- 0-1 hours (during business hours) for issues classified as High priority.
- Within 0 – 2 hours for issues classified as Medium priority.
- Within 0 – 4 working days for issues classified as Low priority.
- Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.
- On site support will be provided in-line with the severity of the issue and engineer availability. We will always aim to have someone on site within 72 hours however, this may not always be possible during busy periods.
We will always aim to fix any issue quickly and efficiently.
We will attempt to resolve the issue within first contact from ourselves to the customer.
Every step will be taken to resolve any issue with minimum disruption to the business, we rely on the information being provided to us to be as precise and clear as possible, if the information provided by the customer or any of its employees or representatives is in accurate or misleading we cannot and will not guarantee a resolution within the time frames set out in this SLA.
If the customer, employees or representatives do not follow the support agents instructions and therefor a resolution cannot be achieved we hold no responsibility to meet the SLAs outlined in this document.
We expect all our customers, employees or representatives of the company to treat our support staff with respect at all times. We have a zero tolerance policy towards abusive behaviour or language and if any behaviour is categorised as such we will bar this person from our support systems and report this to the customer.
6.2.1 Web Design
Website changes and additions should be submitted via the official channels. Whilst we are able to discuss a web design requests via our phone channels, a full written request will still need to be submitted to ensure the project is completed as accurately as possible, and as a tangible record of the request.
The minimum turnaround time for website changes is 48hrs, is dependant on information provided, and the nature of the project. The turnaround time for a web design project begins from the moment we have all the information necessary to complete the work.
For any issues possibly requiring immediate attention, we will review the case and action the issue as soon as possible, if it is deemed that it does need actioning immediately. Immediate attention cases fall under any of the following:
- Business critical incidents
- Systems failing
- Incorrect/misleading information visible to the public
We reserve the right to not complete any work if we deem that it will be to the detriment of a website or web system as a whole. We will advise and lay out reasoning for any work not completed, in this case. If there is a viable alternative to the denied request, we will discuss this with you and implement it.
We cannot and do not guarantee a turn around time for instances where we have to work with a 3rd party (such as hosting providers) to provide a solution, this is outside of our control however, we will work with third parties to provide a solution within the fastest turn around possible.
6.2.2 Graphic Design
Graphic design briefs are to be submitted in their entirety via the dedicated graphic design form. Information given should include:
- All content required on the artwork in plain text
- A full description of what is required in the artwork
- The sizing and intended destination for the work
- Supporting documents and/or reference materials (if applicable)
- Ideal due date
The minimum turnaround time for a first proof is 48hrs, is dependant on information provided, and the nature of the project. The turnaround time for a graphic design project begins from the moment we have all the information necessary to complete the work.
Alternatively, if a request is submitted via another official channel, it must include the above bullet points listed out. Whilst we are able to discuss a project’s details via our phone channels, a full written brief will still need to be submitted to ensure the project is completed as accurately as possible, and as a tangible record of the brief.
In order to complete projects to your satisfaction, and within the requested time frame, amendments and reviews of submitted/completed work must be submitted holistically, with every note about the work in one document or message. Change requests must be reasonable, well thought-out, and accurately conveyed. Requests also should not deviate too far from the initial brief, or it may be considered another project under your selected service package.
If too many change requests are submitted, or change requests are considered unreasonable, we reserve the right to either:
- Consider the work an additional project under your selected service package
- Advise against the requested changes
- Cease work on the project (until a more cohesive request is submitted)
Once the design work has been completed, and a final version has been created, we will proof the work to the best of our abilities. We will only proof the content of a piece of work once the visual design has been signed off. The onus is on the customer to ensure everything is correct on the work before printing or publishing.
6.2.3 Site Visits
If an issue is reported and resolved by a site visit, but the issue was caused by any of the following reasons, a full site call-out charge will be administered, regardless of any selected plan or prior agreement:
6.2.3.1 – Misuse of equipment, or using equipment directly against guidance from us
6.2.3.2 – If equipment, supporting hardware, cabling or power supplies are altered or tampered with by a third party
6.2.3.3 – Has been reconfigured in any way since it was last checked, and confirmed to be working correctly, by us