PITCHED
Incorporating Pitched Applications Limited and Pitched Booking Limited
Consultancy Services
The following Service Level Agreements are made on provision of this contract
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We will endeavour to answer all requests within the same working day with priority timescales for completion based on the request.
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Where website or software support is required, support requests are graded as detailed below. (Mean time to repair / mean time to respond)
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Phone lines are always maintained 8.30am – 5pm during normal working week
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Your work will be prioritised over our adhoc work as with all of our monthly contract customers
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We will always do our very best to accommodate urgent requests and/or meet deadlines should they arise – accurate timescales will be provided in such instances
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Any errors (i.e. typo, broken links or similar) should they unlikely occur will be prioritised for fix over all over work.
Pitched Booking Services
The following Service Level Agreements are made on provision of this contract in relation to SaaS products
Software Availability
The Software shall be provided with a 99% uptime service availability. Availability does not include scheduled maintenance or outages or disruptions caused by the Customer, a third party or resulting from a Force Majeure event. Availability refers to an access point on the Company’s (or its providers) backbone network.
Availability measurement begins on the first day of each calendar month and is based on the monthly average percentage availability, calculated at the end of each calendar month as the total actual uptime minutes divided by the total possible uptime minutes in the month.
The Customer warrants that all versions of software installed on the systems to which the Company will be providing the Software Services are the latest available versions and lawful versions.
Standard customer support services
The following support is available as part of the contracted services:
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Service Plan |
Support Service Hours |
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Pitched Booking Lite |
Email only Monday to Friday, 9am – 5pm for service interruption issues as detailed in the categories below. Extended support packages available on request. |
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Pitched Booking Pro and Enterprise* |
Email and Phone Monday to Friday, 9am – 5pm unlimited support for non-service interruption issues. Weekend support 9am – 5pm via Pitched “HELP” function in software or phone for service issues Levels 1-2 (response times may vary accordingly). |
Mean time to repair and mean time to respond
Should the website or software application fail to respond as it should we categorise the following levels of severity in response to the problem.
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Level 1 – Critical |
Level 2 – High |
Level 3 – Intermediate |
Level 4 – Low |
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The website or application is unavailable in its entirety due to unforeseen outage or disruption. |
Part of the website or application is unavailable causing essential functions to not perform (essential is deemed “having severe impact on the companies operations”) |
Part of the software is unavailable causing nonessential functions to not perform. |
Changes, specific function requests or minor issues (“bugs”) causing no disruption to core services. |
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Response: Immediate within general daytime hours. If the outage is traced to circumstances beyond the companies control due to third party outage or Force Majeure event please refer to the terms of the agreement. |
Response: Acknowledgement of issue within 1hr of standard working week. Response to repair will vary dependent on issue however will be prioritised over all lower level issues. |
Response: Acknowledgement of issue within 1hr of standard working week. Response to repair will vary dependent on issue however will be prioritised over all lower level issues. |
Response: Acknowledgement of request within 1 day of standard working week. Response will vary dependent on request however will be superseded by all higher level issues and/ or existing development features or functions. |