Service Level Agreement
This Service Level Agreement (SLA) forms part of the Agreement between Access Cloud and the Client and is subject to all terms of that Agreement. The scope of this SLA is the delivery of the Service which is managed by Access Cloud.
1.1 Definitions
"Access Cloud" is a trading name of Access UK Limited, a company incorporated in England and Wales, (no. 2343760) and whose registered address is Access UK Ltd., The Old School, Stratford St. Mary, Colchester, Essex, CO7 6LZ, United Kingdom. VAT no. GB 108221356.
“Client” – the customer of Access Cloud as defined on the Access Cloud Order Form which forms a part of this Agreement.
“End User” – customers of the Client with whom the Client has contracted for the provision of Services.
“Queries” - All reports of service faults, queries, requests for service or any other enquiries from the Client and/or the Client’s End Users in relation to the Service and its operation.
“Business Day” - Any day within the year, excluding weekends (Saturday, Sunday) and public holidays.
“Service” – The service provided by Access Cloud to the Client or End User, as defined on the Order Form.
2.1 Service Level Targets
Access Cloud will use all reasonable efforts to ensure that Service is available for 100% of each calendar month. The Service will be deemed unavailable if it cannot be reached from a functioning Internet Connection. Any instances of unavailability shall have to be ratified by the Access Cloud monitoring system.
The Access Cloud Service shall not be deemed unavailable (without limitation) in the event of any of the following:
2.1.1 Periods of scheduled maintenance of which the Client has been notified.
2.1.2 Failure of the Client or End User connection to the Access Cloud Network (e.g. via the public internet or the Client’s own network);
2.1.3 Malfunction of Client’s or End User’s own computing systems;
2.2 Service Level Credits
If Access Cloud fails to achieve the Service Level Target, and if the Client requests Access Cloud to do so within twenty (20) Business Days after the target is not met, Access Cloud will issue to the Client service credits against future periods of service as detailed in the adjacent table.
The MRC (monthly recurring charges) used to calculate the Service credits will be the total monthly recurring charges (MRCs) relating to the affected Service.
Service credits issued shall not survive termination of the contract for the Service and are not applicable against other Access Cloud services.
Performance against Service Level Targets will be reviewed and agreed on a quarterly basis by Access Cloud account management.
|
Service |
Service Level Target |
Incident |
Service Credit |
|
Managed Server |
30 Minute Hardware Replacement |
Hardware not replaced within 30 minutes |
1 day subscription per hour of downtime (after 30mins)* |
|
Cloud Hosting |
100% Uptime |
Cloud Instance ‘unavailable’ during calendar month |
1 day subscription per hour of downtime* |
|
Co-location |
100% Uptime |
Service ‘unavailable’ during calendar month |
1 day subscription per hour of downtime* |
|
Access Cloud Network |
100% Uptime |
Network ‘unavailable’ during calendar month |
1 day subscription per hour of downtime* |
|
Telephone Support Response |
Response to call within 2 minutes |
Failure to respond within 2 minutes |
1 day subscription per hour of delay* |
|
Telephone Support – Access to engineer |
Engineer will commence dealing with issue within 30 minutes of call logged |
Failure to commence within 30 minutes |
1 day subscription per hour of delay (after 30 mins)* |
*Hour of downtime = hour or part thereof. MRC is the Monthly Recurring Charge for the service, as detailed on the Order Form. 1 day subscription is calculated as the MRC divided by the number of days in the calendar month in which the incident occurs. The maximum Service Credit available in any calendar month is 100% of the MRC.
All service requests are to be sent via email to Access Cloud at [email protected], or by telephone on 0845 544 0465.
If Access Cloud is prevented from carrying out any of its service level undertakings as a result of an act of God, strikes, fire, riot, war (whether declared or not), terrorism, embargoes, export control, international restrictions, shortage of transport facilities, any order of any international authority, any court order, any requirements of any authority or other competent local authority, or any other circumstances whatsoever which are not within the reasonable control of Access Cloud, then Access Cloud will be deemed to have been relieved of the performance of these service level under takings to the extent that and for so long as it is so prevented from performing, this agreement will be deemed to have been suspended to such extent and for the period concerned.
Access Cloud shall in addition, not be liable for any loss, liability, damages (whether direct, indirect or consequential) or expense of whatsoever nature that howsoever arising where Access Cloud’s failure to meet the service level or otherwise perform any of the services
