Quest Cloud Solutions Ltd Service Level Agreement (SLA)

QUEST CLOUD SOLUTIONS LIMITED

SERVICE LEVEL AGREEMENT (SLA) V1.3

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1. INFORMATION ABOUT QUEST CLOUD SOLUTIONS LIMITED

The Services are provided by Quest Cloud Solutions Ltd (Company Number 07311724) (“Quest”, “We”, “Us”, or “Our”), a company registered in England and Wales. Our registered office is Quest Cloud Solutions Ltd, The Incubator, Alconbury Enterprise Campus, Alconbury Weald, Huntingdon, Cambridgeshire, PE28 4WX.

This Document should be read in conjunction with our Terms and Conditions for Services.

2. DEFINITIONS

2.1 In this document, unless the context otherwise requires, the following expressions have the following meanings:

  • Agreement, Customer, Force Majeure Event, Services, Subscribe, Subscription, Us, You/Your/Yours all have the meanings ascribed to them in the Terms and Conditions for Services;
  • Available/Availability means that the Service in question is capable of being accessed by the Customer;
  • Support / Ticket shall mean an instance where a Customer requires assistance with the use of their system, failure of a system, or administrative change to the service deployed.
  • Portal means the Support Portal that is operated to manage tickets between Us and a User
  • Priority shall mean the classification of a Ticket based on the business impact as determined by Us.
  • Response Time means the elapsed time between a Ticket being received by Us and our initial response.

3. SERVICE LEVELS

3.1 Providing the correct levels of Response to a Ticket is a process of cooperation between the Customer and our Support Team. To assist us to respond in a suitable time frame to each Ticket a Priority needs to be assigned. The Priority of the Ticket is set by the Support Engineer who conducts the first assessment of the Ticket.

3.2 The four categories below provide a guide to Service Priority Classification. In most instances a Response will be within 15 minutes however the maximum Response Time is detailed below.

PriorityDescription
P1• A Critical business service is non-operational impacting the client organisation, multiple users or multiple sites; or Severe functional error or degradation of service affecting production, demanding immediate attention.
• Business risk is high, with immediate financial, legal or reputational impact.
P2• The client is experiencing failure or performance degradation that severely impairs operation of a critical business service; or the client or service has been affected, although a workaround may exist; or Application functionality is lost; or significant number of users or major site is affected.
• Business risk is high.
P3• The client is experiencing a problem that causes moderate business impact. The impact is limited to a user or a small site; or incident has moderate, not widespread impact; or the client or IT service may not have been affected.
• Business risk is low.
P1• Standard service request (e.g. User Guidance); or updating documentation.
• Low or Minor localised impact.

The service level objective for incidents logged within contracted hours is as follows:

PriorityResponse Time (Business Hours)Response Time (After Hours)
P11 Hour1 Hour*
P21 Hour1 Hour*
P32 HoursNext Business Day
P14 HoursNext Business Day

*Customer must be covered by an extended 24/7×365 contract and utilising a service eligible for such cover. Please speak to your Account Manager if you would like more information regarding 24/7×365 support contracts.

4. CONTACTING SUPPORT & RAISING A TICKET

4.1 By Email or Ticketing System. Users are able to email our Support Team on help@questsupport.co.uk which will automatically open a Support Ticket on our systems. Users may also login to our Support Portal www.questsupport.co.uk using the credentials provided at the point of service commencement.

4.2 By Telephone. Users are able to contact the Support Team via Telephone using our dedicated support telephone number, 0845 521 6999.

4.3 From time to time Users may become familiar with a specific member of the Support Team and attempt to contact them directly. We ask the Customer to refrain from doing this to avoid delays in instances of high work load or when not on the Support Team rota.

5. SUPPORT METHODS

5.1 Remote Support. Most Support Tickets raised to the Support Team will be conducted remotely due to it being a much faster medium to resolve Support Tickets promptly. We operate a number of Remote Support options which ultimately depend on the Service delivered.

5.2 Onsite Support. Onsite Support is not included as a part of our standard Service Level Agreement. Onsite Support is available, depending on the Customer’s needs, in the form of an Extended Support Contract or on an ad-hoc basis; please speak to your Account Manager to discuss this if needed.

6. SUPPORT HOURS

6.1 Helpdesk is in operation for all Customers, Monday – Friday 08:30 to 17:30 (Excluding Public Holidays), during which time Tickets may be logged.

6.2 Support Tickets logged after 17:00 are not likely to gain a response until the next business day.

6.3 During Planned or Emergency Maintenance windows this SLA does not apply.

7. ESCALATION PROCEDURE

7.1 Should a Ticket raised not meet the Response Time assigned to a Ticket in line with its Priority, Customers are able to escalate the Ticket.

7.2 To escalate a Ticket please request this by sending an email to escalations@questsupport.co.uk with “Escalate Ticket Ref: XXXX” (Ticket Reference you wish to be escalated) in the subject line. Alternatively, open a new Ticket on the Support Portal (www.questsupport.co.uk) completing the same.

7.3 Upon receipt of the Escalation the Support Manager on rota and your Account Manager will be informed. The Support Manager will initially assess if the Escalation is valid and if so, act accordingly to bring the Ticket to a prompt resolution.

7.4 Internal Escalation: all Support Team members have the ability to Internally Escalate a Ticket should it be deemed necessary. Reasons for this may include Escalating to a more experienced engineer.

7.5 Change of Priority: Customers have the ability to request a change of the Priority assigned to a Ticket based on a change on the circumstances surrounding the Ticket, e.g. a specific issue is now affecting an entire Company rather than a single user.

7.6 Support Team Members have the ability to reassign the Priority of a ticket based on a change of circumstance.