Parties:

1. Ai Solutions Limited, incorporated and registered in England with company number 3009721 whose registered office is at Vimy Road Leighton Buzzard LU7 1ER (Service Provider).
2. Any company who pays for a Subscription in ToolKit CS Cloud (Customer)

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Overview

This Agreement represents a Service Level Agreement (SLA) between the Service Provider and Customer for the provisioning of IT services required to support and sustain the software-as-a-service (SaaS) ToolKit CS Cloud.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

1. Interpretation

1. The definitions and rules of interpretation in this clause apply in this Agreement.
   Business Day: any day other than a Saturday or Sunday when banks are generally open for normal business in London.
   Document Owner: a director of the Service Provider
   IT: Information Technology
   KPI: Key Performance Indicator
   MTTR: Mean Time To Repair (Availability)
   MTTF: Mean Time To Failure (Reliability)
   Out-of-Hours: Any hours not covered by Peak Time Hours
   Peak Time Hours: Between the hours of 8:45-17:00 from Monday to Friday (not including public holidays)
   Review Period: Yearly (12 months)
   Service: the IT services and the software used to run ToolKit CS Cloud
   Subscription: a payment charged for use of a particular set of functionality within the Service
2. Clause and schedule headings do not affect the interpretation of this Agreement.
3. References to clauses and schedules are (unless otherwise provided) references to the clauses and schedules of this Agreement.
4. In the event and to the extent only of any conflict between the clauses and the schedules, the clauses shall prevail.
5. Words in the singular include the plural and in the plural include the singular.
6. A reference to a particular law is a reference to it as it is in force for the time being taking account of any amendment, extension, application or re-enactment and includes any subordinate legislation for the time being in force made under it.
7. References to including and include(s) shall be deemed to mean respectively including without limitation and include(s) without limitation.

2. Goals & Objectives

1. The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery of the Service to the Customer by the Service Provider.
2. The goal of this Agreement is to obtain mutual agreement for Service provision between the Service Provider and Customer.
3. The objectives of this Agreement are to:
   - Provide clear reference to service ownership, accountability, roles and/or responsibilities.
   - Present a clear, concise and measurable description of service provision to the customer.
   - Match perceptions of expected service provision with actual service support and delivery.

3. Periodic Review

1. This Agreement is valid until further notice. This Agreement should be reviewed at a minimum once per year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
2. The Document Owner is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

4. Contractual Parameters

1. Contract renewal, and termination period of the Subscription are external to this Agreement and bound by the acceptance of the Subscription at the point of payment. The contractual parameters herein are solely related to the Agreement.
2. The contractual parameters herein do not supersede current processes and procedures relating to the terms of use, or privacy policy agreed to by a new user of the Service when they register a user account.
3. Modifications, amendments, extension, and early termination of this Agreement must be agreed by both primary stakeholders.

5. Service Parameters

1. The detailed service parameters set out in Schedule 1 are the responsibility of the Service Provider in the ongoing support of this Agreement.
   - KPIs and Metrics
   - Service Levels, rankings, and priority based
   - Service response
2. The Customer responsibilities and/or requirements in support of this Agreement include
   - Reasonable availability of Customer representative(s) when resolving a service related incident or request.
3. The Service Provider responsibilities and/or requirements in support of this Agreement include
   - Meeting response times associated with service related incidents.
   - Appropriate notification to Customer for all scheduled maintenance.
   - Software updates will be released out-of-hours, or during periods of no user activity during peak-hours.
4. Assumptions related to in-scope services and/or components include:
   - Changes to services will be communicated and documented to all stakeholders.

6. Service Management

1. The Company offers standard telephone and email support throughout Peak Time Hours.
2. Contact details can be viewed at aisolutions.co.uk/contact.
3. The preferred contact method is using the support ticket system available throughout the ToolKit CS Cloud application.

 

 

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Schedule 1: Service Parameter Details

KPIs and Metrics

Metric	Commitment	Measurement
Availability	Commitment 99.9% Expectation 99.99%	MTTR (mean time to repair)
Reliability	Commitment 99.9% Expectation 99.99%	MTTF (mean time to failure)

Service Levels, rankings, and priority based

Severity levels provide a guide to rank an incident identified by the description specifying a target response from the point at which the service provider has been made aware of the issue for the support process to be initiated.

Severity Level	Description	Target Response (Peak Time hours)	Target Response (Out-of-hours)
Outage	Service down	Immediate	Within 60 minutes
Critical	High risk of server downtime	Within 20 minutes	Within 120 minutes
Urgent	End-User impact initiated	Within 30 minutes	Within 120 minutes
Important	Potential for performance impact if not addressed	Within 30 minutes	Within 120 minutes
Monitor	Issue addressed but potentially impactful in the future	Within one business day	Within two business days
Informational	Inquiry for information	Within one business day	Within two business days

Service Response

Service	Description	Target	Performance Metric	Measurement
ToolKit CS Cloud	SaaS	Commitment 99.9% Expectation 99.99%	Resource Availability	MTTR, MTTF