All terms defined in this SLA shall have the meaning set out in the Terms and Conditions, unless defined otherwise in this SLA.
Hosting services shall include hosting of the Solution, together with Customer owned content as set out below.
The Company use all commercially reasonable measures in terms of providing redundancy, monitoring and platform management to make the Solution available via the Internet 24 hours a day, 7 days a week. The Company uses Amazon Web Services for its underlying infrastructure which offers 99.99% availability.
The infrastructure and security provided by the Company and the data centres it uses to provide the Solution is set out in more detail in the DPA.
Support services shall include customer support service for the Solution as set out below together with maintenance of the Solution including corrective maintenance and enhancements.
Maintenance and Support Services shall not be provided for issues arising from: (i) modifications, alteration or configuration of Solution dependencies by a third party that has not been authorised in writing by the Company; and/or (ii) technology or IPR that has not been provided by the Company pursuant to the Agreement.
Support Services are provided in English. Incidents may be reported to the support centre by email, telephone or by using our in-App chat box. Upon receipt of an incident notification the Company shall respond to the Customer, within the time frame set out in clause 4.4 of this SLA as applicable, based on the priority of the problem. Incidents with the Solution will be dealt with in accordance with their level of priority. The time frame in which incidents will be resolved is also set out below.
The Company provides a follow-the-sun customer support model for the Solution during Business Hours across multiple time zones (from Arizona, US to Dublin, Ireland to Melbourne, Australia) which provides up to 22.5 hours support per day (depending on Summer time hours), Monday to Friday with best effort support provided at weekends. In addition, there is 2nd and 3rd level technical support which also provide backend infrastructure support over the weekends.
The Company has four offices around the world with the following contact numbers:
Should any issues arise leading to Customer dissatisfaction, these can be registered using one of the above communication channels. This will then be escalated internally depending on the severity of the issue and the Customer should receive a response within 1 Business Day.
An unexpected event that causes service disruption and requires intervention to resolve. This excludes general queries and enhancement requests.
Bug fixes are managed through our development process and minor bug fixes may be rejected depending on the impact they have. General queries are dealt with by our customer support team via our in-App live chat box, email and phone while enhancement requests are assessed on a case by case basis.
- Affects urgent work
- A large number of customers are affected
- A significant level of revenue or reputation at risk
- Affects time sensitive work that is not urgent
- A moderate number of customers are affected
- A moderate level of inconvenience to work output
Incidents will be allocated a priority classification by the Company in accordance with the table below.
Target Response Time
Target Resolution Time
Solution completely unavailable to all customers
Solution performance significantly degraded
Solution feature performance degraded
Note: The above times apply to incidents fully within Ocrex's control
Releases will contain small fixes, new or amended features, and major changes. The Company employs a continuous delivery system of Releases and reserves the right to vary the frequency of Releases. The Releases are deployed as required for all Customers. Deployment usually takes place during low system traffic time. The deployment is 100% automatic.
There are 3 categories of Releases:
Implement minor changes, Bug fixes and performance improvements. Such changes do not impact the current configuration of the Customer, nor require additional training.
A combination of change requests, new features and performance improvements. All existing setup and data will remain unchanged. Usually no user intervention is required, however, where appropriate, the Company shall provide webinars and help documentation and/or webinars.
Provide major changes, strategic and long term projects. Usually no user intervention is required, however, where appropriate, the Company shall provide help documentation and/or webinars.
The Company shall where possible, provide the Customer with prior notice of Emergency Maintenance. However, work may commence at any time and shall continue until completed. The Company shall attempt, but cannot guarantee, scheduling Emergency Maintenance during non-Business Hours.
The Customer has the following obligations under this SLA:
The Company shall not be liable for, and shall have no obligation to fix, any errors, Incidents, problems or Bugs or any lack of availability of the Solution caused by the following: