Support & SLA

IPSS will provide the Support Services set out below to ensure the smooth operation of the Solution.

The Parties acknowledge and agree that faults may arise in respect of the Solution, (“Faults”). There are three levels of Faults defined below:

  • “Inoperative Faults”: these include Faults which render the Platform and Dashboard and/or the Solution totally inoperative or non-functioning.
  • “Degrade Faults”: these include Faults which result in serious degradation and/or deterioration in respect of the Platform and Dashboard and/or the Solution. For example, a Degrade Fault could include the failure to function of a single ingestion agent (e.g. email), or alerts not flowing to email.
  • “Minor Faults”: these include Faults which render the Platform and Dashboard and/or the Solution partially inoperative. For example, a Minor Fault could include a field of Data not being translated correctly, or the partial failure of a single ingestion.

During the Term, IPS shall:

  • meet the Target Response Times (as defined below, or otherwise agreed between Client and IPSS) regarding any Faults that arise; and
  • if requested by Client, and for a fee as set out in the pricing section . of the service, attend pre-arranged or scheduled visits or events at Client  premises at agreed times and dates to resolve any Faults that arise.

Support for the Platform and Dashboard

  • In response to a Fault Report from Client reporting a Platform and/or Dashboard Fault to IPSS, the IPSS Support Contact will implement a structured fault response and management process.
  • IPSS Personnel are available and will provide the Support Services in respect of the Platform and Dashboard during the Production Periods (Mon – Fri 08:00-17:30 UK time).
  • IPSS undertakes to only act on Fault Reports that are received from the Client Support Contact.
  • For each request in respect of a Fault which is addressed by IPSS, the IPSS Support Contact will complete and deliver a report to Client as soon as reasonably practicable.
  • The Platform and Dashboard support fee will cover all software and components used to deliver the Fingerprint services.
  • IPSS shall address Faults that arise in respect of the Platform and Dashboard in accordance with the Target Response Times set out below:
    • Inoperative Faults: If this is within IPSS’s capability, IPSS shall achieve a Resolution of Inoperative Faults within one (1) Business Day.
    • Degrade Faults: IPSS shall provide an interim solution or workaround in respect of Degrade Faults within five (5) Business Days. The interim solution or workaround must be deemed by the Client Support Contact to be acceptable based on the degree of additional work involved.
    • Minor Faults: IPSS shall correct Minor Faults within the next upgrade in respect of the Platform and Dashboard or within a reasonable time period given IPSS’s resource availability and upgrade schedule.
  • For the purposes of this Support & SLA:
    • “Resolution” in connection with a Fault is defined as applying procedures which allow the Platform and Dashboard to conform in all material respects with the Specification;
    • “Response Time” in connection with a Fault is the time beginning when IPSS receives a call to its help desk or a complete web form has been logged, (“Fault Report Acceptance”). It is for the IPSS Support Contact to undertake its investigation to identify the problem as a Fault in accordance with the fault reporting procedure.

Service Levels

  • IPS shall address Faults that arise in respect of the Platform and Dashboard in accordance with the Service Level set out below:
  • This Service Level is stated as a percentage and shall be calculated as follows:

Service Level % = (B/A) *100

A = the actual number of Faults that are reported to IPSS by or on behalf of Client in the relevant month.

B = the number of Faults that fall within “A” above that are addressed by IPSS in accordance with the Target Response Times set out above.

  • Client shall measure this Service Level using data provided by IPSS from the Jira support desk.
  • The performance standards that shall be achieved by IPSS in the relevant month for this Service Level to be achieved shall be 95% of Platform and Dashboard Faults to be addressed within the Target Response Times set out above.

Support for the Hosting Services

  • IPSS will provide support for the Hosting Services from the date that IPSS begins to provide the Solution to Client and/or its Affiliates.
  • In response to a Fault Report from Client or its Affiliates reporting a Fault in respect of the Hosting Services to IPSS, IPSS will implement a structured fault response and management process.
  • IPS Personnel are available and will provide the Support Services in respect of the Hosting Services during the Production Periods.
  • IPS undertakes to only act on Fault Reports that are received from Clients’ Support Contact.
  • For each request in respect of a Fault which is addressed by IPSS, the IPSS Support Contact will complete and deliver a report to the Client Support Contact as soon as reasonably
  • The Fees cover support for the hosting platform as delivered, as follows:
    • the “Platform and Dashboard Hosting Platform”. This comprises the third party search engine, AWS, Elastic.co Hosting, or Azure platform, upon which the Platform and Dashboard depends; and
    • the “Data Ingestion Platform”. This comprises the third party search engine, AWS, Elastic.co Hosting, or Azure platform upon which the data ingestion depends.
  • IPSS shall address Faults that arise in respect of the Hosting Services in accordance with the Target Response Times set out below:
    • Initial Call–Back
      • IPSS shall provide an initial call back to Client in respect of all Faults in respect of the Hosting Services within one (1) hour of receipt of a Fault Report.
    • Third Party Escalation
      • Inoperative Faults: IPSS shall log a priority fault ticket with the relevant Third Party Software provider/vendor within one (1) hour;
      • Degrade Faults: IPSS shall log a support ticket with the relevant Third Party Software provider/vendor within two (2) hours; and
      • Minor Faults: IPS shall log a support or product enhancement ticket with the relevant Third Party Software provider/vendor within four (4) hours.
    • Fault Update
      • Inoperative Faults: IPSS shall update Client in respect of progress in addressing Inoperative Faults once per hour;
      • Degrade Faults: IPSS shall update Client in respect of progress in addressing Degrade Faults once every four (4) hours; and
      • Minor Faults: IPSS shall update Client in respect of progress in addressing Inoperative Faults once per working day.
  • All calls will be logged centrally by Client with the IPS service desk via email or by completing a web form. Client can track the progress of its issue(s) at any time and any activity is emailed.
  • Generally, any support for the Hosting Services will be provided remotely on the Azure, Elastic.co Hosting, or AWS platform. If, however, the Fault involves a Client or Customer Firm support issue, support will be provided via a TeamViewer remote control session.
  • IPS will provide a monthly statement to the Client Support Contact in respect of calls raised and work completed regarding Faults with the Hosting Services.

Other Support

  • Any other support services to be provided other than the Support Services and any Other Support Fees must be specifically approved in advance by Client.

Support Contacts