| General |
Includes 24/7 maintenance.
All prices quoted exclude VAT.
12 months minimum agreement and no setup fee, or a one off setup fee will apply with one months notice to cancel service.
Monthly billing payable by credit card only.
Live Tech Support during working hours (Mon-Fri, 9am to 5.30pm).
Assumes standard configuration - complicated configurations may require a re-quote
Includes web and phone interface.
You will need to source your own VoIP handsets and internet connection (at least broadband). X-on do not provide support for these but can provide recommendations and assist technically with the registration process of your VoIP device. |
| Service Availability |
X-on will endeavor to provide a 24 hour 7 day availability of the services described herein.
In the event of a planned maintenance requirement of the service, X-on will only do this at hours to be agreed in advance with the client and after implementing a back up service. |
| Support |
X-on will provide live support via an 0870 number during office hours. Outside of normal office hours, X-on will continue to monitor and maintain the service 24 hours a day, 7 days a week, 365 days a year but live support outside of normal office hours will not be available.
For the purposes of this proposal, normal office hours are understood to be Monday to Friday, 9am to 5.30pm.
If live technical support is required during office hours (see above) the following methods of contact are available:
Telephone call to 0870 345 5577 select support option to speak to a Technical Support operative.
and receive a response from a Technical Support operative.
Out of office hours, the client will please dial 0870 345 5577 select support option then leave a message. Or
.
X-on will provide a user guide in electronic format which will be emailed to the client for onward distribution to all 999Alert users. |
| Service Level Agreement |
X-on agrees that the following levels of availability of the service:
Service Availability 99.00%
Maximum time to respond to maintenance request 4 hours
Maximum time to fix 8 hours
A test routine will be agreed.
The following events beyond X-on's control are outside the scope of this agreement:
Major failure BT network services (e.g. internal failure to route calls to the 0871 number),
'Acts of God' - War, Terrorism etc. Limitation of liability is to total contract value. |
| Amendments |
Major changes to the setup will require daily or hourly development rates to be applied and X-on will provide a quote based on receipt of specification. Major alterations include complete redesigns of the Phone Presence menus and call flow.
Minor changes can usually be accommodated free of charge such as small changes to the call flow design, re-recording of messages, changes in contact info. Although many minor changes will be able to be performed on a “self serve” basis via the web interface, X-on staff will assist where necessary to perform such minor changes on behalf of the client.
All major changes must be requested in writing by emailing either the Technical Support team or your Account Manager direct so that alterations can be confirmed and agreed as either minor or major in advance. |
| Request for Service |
Upon calling or emailing for support during normal office hours, service requests will be handled according to the following agreed response times from the time of receipt of message or phonecall:
| Priority |
Initial Response |
Status Updates |
Max Time to Fix |
| Emergency |
30 minutes |
1 hour |
4 hours |
| Urgent |
1 hour |
2 hours |
8 hours |
| Standard |
2 hours |
4 hours |
24 hours |
Notes:
1. Initial Response: The time within which an initial action will be taken in response to the call for assistance. At least 95% of calls will be responded to within the agreed time.
2. Status Updates: The frequency with which the client will be provided with an update on the status of the resolution of the problem.
3. Max Time: The maximum time to fix a maintenance request relating to the service provided to the client. |
|
| Problem Classification |
Calls or emails requesting assistance to resolve problems on any of the hardware, software or service covered by this agreement will be classified based on the effect of the problem on the operation of the business processes and the response will then be as indicated in point 5 of this agreement.
| Emergency |
Any problem which prevents the service provided to the client from carrying out its main operations. |
| Urgent |
Any problem affecting a significant part of the service provided. |
| Standard |
The normal response which will generally apply unless there is a good reason to raise the priority to a higher level. |
|
| Period of Service and Termination |
| This agreement will run for an initial period of 12 months after which it will continue until either party cancels it by providing 3 calendar months written notice. |
