Recite Me SLA

This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between The Client and The Supplier for the provisioning and sustained provision of the Recite Me SaaS service.

1. Stakeholders
   
   As outlined in this agreement
   
   
   
2. Service Agreement
   
   
   
   1. Service Scope
      
      The following Services are in scope within this agreement
      
      
      1. Recite Me SaaS software
      2. Telephone support
      3. Email support
         
         
   2. Service Assumptions
      
      
      1. Recite Me normal business hours are between 9am and 5:30pm, Monday to Friday and exclude public bank holidays in the UK.
         
         
   3. The Suppliers Responsibility
      
      
      1. During each month of this Agreement the Supplier undertakes to the Client that the Software shall be capable of being accessed (except where inaccessibility is caused by backbone outage or power failure of the National power suppliers or any event of Force Majeure (as defined in clause 14 of Recite Me terms and Conditions) no less than 99.9% of the time.  The metric will be measured annually.
      2. The Supplier undertakes that the Software is backed-up at least once every 24 hours and secured in accordance with good industry practice. 
      3. Any planned, service disrupting maintenance will be performed outside of the normal business hours identified above
      4. All planned maintenance which may result in the Software not being available for more than 2 hours will be notified to all clients prior to carrying out such maintenance 
      5. Notice of emergency maintenance will be given as soon as is practicable
      6. All reported incidents will be received via email to info@reciteme.com or and will be triaged and handled in accordance to our SLA timescales as outlined in this document
      7. The Supplier agrees to provide up to 0.5 days of development or technical support for implementations to ensure smooth addition of Recite Me to agreed client Domains
         
         
         
      8. SLA incident categorisation

1. Trivial - Limited service impacting fault, full work around available
2. Medium - Service impacting fault, limited workaround available
3. High - Service impacting fault, no workaround available
4. Critical - Service outage or identified data breach
   
   

1. SLA Timescales
   
   All incident reports should be submitted to the Supplier via means of the supported channels outlined in section 2(c) of this document.  All issues will be triaged by Recite Me support staff within normal business hours and actioned in accordance with the SLA incident categorisation outlined in section 2(c) and the following timescales:
   
   
   1. Trivial
      First response: 48hrs
      Time to resolution: 120hrs
      
      
   2. Medium
      First response: 12hrs
      Time to resolution: 48hrs
      
      
   3. High
      First response: 12hrs
      Time to resolution: 12hrs
       
   4. Critical:
      First response: 2hrs
      Time to resolution: 8hrs
      
      

1. Additional services
   
   
   1. Additional service charges will be incurred for any request which does not specifically relate to:
      
      1. The standard implementation of Recite Me in accordance with our implementation instructions.
      2. An issue caused on the Client’s website as a direct result of Recite Me’s implementation onto that website.
         
         
   2. Additional charges may be incurred for, but not limited to the following items:
      
      
      1. A request/issue which is not part of a standard Recite Me implementation in accordance with our implementation instructions.
      2. Support of the Client’s website management and/or CMS
      3. Issues on the Client’s website not directly caused by the inclusion of Recite Me software
         
         
         
   3. Any development requirements bespoke to the Client and outside the normal expected Implementation development work (examples include but are not limited to bespoke language drop down selectors, integration with custom CMS, assistance with iFrames) will be charged at the prevailing day rate of £999. Minimum chargeable unit is 0.5 days.

1. Any additional charges will be communicated with and signed off by The Client prior to any work commencement or incurrence of costs.