Seven Software Ltd Service Level Agreement
Seven Software Ltd will acknowledge software faults logged through our support board at which can be accessed directly from your website or by clicking here within 4 working hours, working hours being defined as Monday to Friday from 9am to 5pm. Seven Software Ltd will respond within 4 non working hours to any faults automatically detected by our monitoring service. A qualified technician will field all support emails.
Upon Seven Software Ltd responding to the client, fault finding and fault rectification will commence. Seven Software Ltd will notify the client via email when an issue has been resolved.
GUARANTEED SERVICE AVAILABILITY
Seven Software Ltd guarantees that website service will be available for not less than 98% of each calendar month. Availability is calculated as a percentage by dividing the number of minutes of downtime by the total amount of available minutes in the given month and multiplying by one hundred. Downtime is defined as a total loss of connectivity which is not a result of the customers own equipment, network termination within an office or a planned outage, and is measured from the time of notification by the customer or 7 Soft montioring monitoring station to when the service is restored to full working order. In the unlikely event that availability falls below the guaranteed level compensation will be paid as a percentage of the monthly service fee of 5% for every 2 hour period of downtime below the 98% guarantee, with an upper limit of 50% in any given month. Any claims under the SLA must be submitted in writing within 30 days of an event.
All work for the purpose of maintenance or support will take place outside business hours, business hours being defined as Monday to Friday from 9am to 5pm. All planned outages will be notified to you wherever possible with at least 5 days prior notice. Seven Software Ltd will endeavour that there are never more than two planned outages in any one month.
By signing up for any of our services you agree to be bound by all the Terms and Conditions listed here.
7 Soft Development will refund no more than your monthly service fee.
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