Clearswift Service Description
 Clearswift
LIMITED
Clearswift Limited provides Services for Customers located in Europe, the Middle
East and Africa
THIS SERVICE DESCRIPTION FORMS PART OF THE SERVICE PROVIDER STANDARD SUPPORT
AGREEMENT AND IS INCORPORATED THEREIN BY REFERENCE. ALL TERMS OF THE SERVICE
PROVIDER STANDARD SUPPORT AGREEMENT SHALL APPLY TO THIS SERVICE DESCRIPTION
AND VICE VERSA. THIS SERVICE DESCRIPTION SHALL COMMENCE WHEN THE SERVICE PROVIDER
STANDARD SUPPORT AGREEMENT COMMENCES AND SHALL TERMINATE WHEN THE SERVICE PROVIDER
STANDARD SUPPORT AGREEMENT TERMINATES OR EXPIRES. SERVICE PROVIDER RESERVES
THE RIGHT TO AMEND THIS SERVICE DESCRIPTION FROM TIME TO TIME AND THE TERMS
OF SUCH AMENDED SERVICE DESCRIPTION SHALL TAKE EFFECT FROM THE DATE WHEN THE
SERVICE PROVIDER STANDARD SUPPORT AGREEMENT COMMENCES OR IS RENEWED. ANY REVISIONS
SHALL BE INDICATED BY A CHANGE IN THE ISSUE DATE AND THE VERSION CONTAINING
THE MOST RECENT ISSUE DATE SHALL BE THE THEN CURRENT SERVICE DESCRIPTION. THE
TERMS OF THIS SERVICE DESCRIPTION SHALL ONLY APPLY TO THE SERVICE PROVIDER AS
DEFINED IN THE SERVICE PROVIDER STANDARD SUPPORT AGREEMENT.
1. Incident Categories
The following table sets out the categories that will be assigned to each Incident.
| CATEGORY |
DESCRIPTION |
| 1 |
Failure of all or part of the Software resulting in Customer
not being able to (i) process electronic mails or (ii) access web-pages |
| 2 |
Failure of all or part of the Software where the Customer
has reduced capability or ability to (i) process electronic mails or (ii)
access web-pages, but at reduced performance |
| 3 |
Failure of all or part of the Software where the ability
of the Software to (i) process electronic mails or (ii) access web-pages,
is not effected |
| 4 |
Any Incident having minimal impact on the Software, requests
for information or requests for Enhancements. |
If an Incident relates to Customer’s deployment of a Patch, Enhancement,
Upgrade or Workaround, then Service Provider may require that the Customer rolls-back
to their original deployment, prior to deploying such Patch, Enhancement, Upgrade
or Workaround. Such roll-back may be deemed to be the Workaround for such an
Incident.
2. Service Levels
2.1 Telephone Calls
Service Provider will endeavour to answer all telephone calls, on average,
within 5 minutes. Service Provider will use all reasonable efforts to answer
any telephone call within 15 minutes. For the purposes of this section average
shall be the average time to answer a telephone call based on all telephone
calls received by the Service Provider during the preceding 12 month period.
The first telephone call from a Customer regarding an Incident will be the
Initial Call.
2.2 Response Times
| CATEGORY |
DESCRIPTION |
| 1 |
Service Provider will respond to the Technical Contact
1 Working Hour after the end of the Initial Call. |
| 2 |
Service Provider will respond to the Technical Contact
6 Working Hours after the end of the Initial Call. |
| 3 |
Service Provider will respond to the Technical Contact
16 Working Hours after the end of the Initial Call. |
| 4 |
Service Provider will respond to the Technical Contact
24 Working Hours after the end of the Initial Call. |
2.3 Workaround Times
Service Provider will endeavour to provide a Workaround for a Category 1 Incident
within 8 Working Hours.
Service Provider will endeavour to provide a Workaround for a Category 2 Incident
within 12 Working Hours.
2.4 Email
Service Provider will endeavour to respond to an email enquiry regarding an
Incident within 8 Working Hours.
Working Hour means a one hour during the period 9.00 to 17.00 Monday to Friday
GMT excluding bank holidays in the United Kingdom.
3. Service Hours
3.1 Pro and Support Standard (Std)
8.00 – 18.00 GMT Monday to Friday excluding bank holidays in the United
Kingdom.
3.2 Pro and Support Plus
3.2.1 Category 1 Incidents
For Category 1 Incidents for Customers who have purchased Pro and Support Plus
then the Service Hours are 24 hours a day, 7 days a week.
3.2.2 Non Category 1 Incidents
For Category 2, 3 and/or 4 Incidents for Customers who have purchased Pro and
Support Plus then the Service Hours are 8.00 – 18.00 GMT Monday to Friday
excluding bank holidays in the United Kingdom.
4. Help Desk
Telephone Number: 0118 903 8200
Email address: support@clearswift.com
Last updated: 10/04/06
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Languages: English | Deutsch | Japanese