Agreements

Service Level Agreement

Last updated: 11th June 2026

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SCOPE OF SERVICE
1.1 The Supplier is providing a hosted service that provides functionality to the Customer. As part of the delivery of the service, the Supplier will be managing the solution. The following defines the scope of the service.
SERVICE AVAILABILITY
2.1 The target service availability target is 99.9%, based on 24x7x365 days per year. The measurement is calculated by actual service uptime /potential available service uptime.
2.2 Failure to meet the 99.9% service target will require root cause analysis and rectification steps with timelines to be reported to the Customer. Three consecutive period failings in service availability will result in claims for compensation for loss of service.
2.3 At times it is accepted that there may need to be reasonable downtimes and outages. If these are planned in advance and follow the following criteria they will be excluded from the Planned (SDCS Provide Plan) outage calculation.
2.3.1 Outages must be formally notified with two weeks’ notice. Examples would be, planned maintenance, software upgrades etc.
2.3.2 Exceptional outages may be needed on rare occasions in this situation provided that this is agreed with the Customer.
2.3.3 Any user impact of changes is to be provided to the Customer nominated super user(s).
2.3.4 All planned outages will be carried outside of the Customer’s normal working hours, defined as 07:00 - 19:00 Monday to Friday.
SUPPORT
3.1 Support of the service will be based on the following principles
3.1.1 calls to the Supplier will be filtered by the Customer and only passed onto the Supplier via the nominated Customer’s super users;
3.1.2 the Customer will ensure their user base pass calls through the super user for local initial triage so that only calls related to the services managed by the supplier are passed to the Supplier.
3.2 Normal working hours for the Supplier’s support team will Monday to Friday 8:30 – 17:30 except for English Bank Holidays
3.3 Call will be passed from the Customer to the Supplier by the following methods telephone or email (or other methods that may be subsequently agreed e.g. chat, IM). All calls will be acknowledged with 30 mins of logging and will be allocated a reference number and categorisation/severity level. If the Customer disagrees with the severity level then this will be discussed directly with the Supplier and reclassified if agreed.
3.4 All communications will be in English
3.5 ALL support must go through the Supplier’s Support Portal for SLA to be met
SEVERITY LEVELS
4.1 Severity levels
Severity Level

4.2 Fix times will be measured as elapsed time from point of call logged and will pause for weekends and bank holidays based on Suppliers help desk working hours e.g. call logged as “2 Severe” at 17:00 on Friday will pause for the weekend and clock will restart at 08:00 on Monday. This is purely for measurement purposes, the Supplier will be expected to make best endeavours to fix as soon as is reasonably practicable.

4.3 Fix times will be measured as elapsed when the helpdesk ticket is raised to when the helpdesk ticket is closed?and/or reported to the Customer?continual repetitive SLA failure (more than “2 Severe” or fatal incidents within a?three month?period) will be subject to compensation for loss of service.

DEVELOPMENTS, CHANGES FIXES
5.1 The Supplier will be expected to manage changes on software developments in a controlled basis minimising risk to the live service. It is expected that the following fundamentals will be followed:
5.2 All changes will be developed in a separate development environment
5.3 New releases, changes and fixes will be made available in a test environment to allow Customer testing.
5.4 All release, changes and fixes will be signed off formally (not verbally) by the Customer prior to the release.
5.5 Any interfacing to the service are a joint Customer and supplier responsibility to test prior to release and ensure any changes are completed in line with agreed service release dates.
5.5.1 Customer is responsible for supplying test data,
5.5.2 Supplier to ensure the data imports without error (except for error checking tests); and
5.5.3 the Customer to validate correct import of data.
5.6 As part of any software change the Customer will be provided seven days prior to planned release date with release notes describing all changes and any user impacting changes (screen changes, functional changes etc.) These must be specifically highlighted to the Customer.
5.7 The Supplier will ensure that the service is compatible and supported on author’s supported versions of recognised industry standard browsers (Edge, Firefox, Google Chrome, Safari or their subsequent equivalent products) for the relevant hardware platforms (mobile device, PC and Apple platforms).
5.8 The Supplier is responsible for ensuring the platform and all software tools and utilities used to deliver the services are running the platform manufacturer’s/software Supplier’s current supported release versions of software/firmware. Migration of the Customer’s data and subsequent testing to support these platform upgrades is the Supplier’s responsibility.
USAGE/STORAGE LIMITS
6.1 There are no defined storage or usage capacity limits imposed by the Supplier on usage of the service.
6.2 The Supplier is responsible for ensuring the service capacity is sufficient to support the usage.
PERFORMANCE
7.1 The Service should be performant and meet user expectations. This is difficult to define from a user experience viewpoint due to variations in network bandwidth, local device and other issues.
7.2 In order to provide a suitable metric that can be maintained by the Supplier to create an acceptable service all measurements of performance should be done as close to processing centre as possible e.g. at data centre or with fastest possible connection (Supplier discretion).
7.3 Screen loads and data population of enquiries and input screens should take no longer than one second on an equivalent data volume and service configuration to the live environment. It is accepted that there will increased latency associated with reporting and analysis screens due to processing of data, however these will need to be considered reasonable by the Customer.
DATA PROVISION AT CONTRACT TERMINATION
8.1 If notice is given under the terms of the agreement to terminate the Services provided by the Supplier then the Customer’s data will be returned to the Customer.
8.2 Data will provided on the termination date or an agreed date prior and in the form of
8.2.1 a Microsoft SQL database (at a Microsoft supported version of SQL) for structured database data and will include the data dictionary to allow the data to be used and understood by the Customer.
8.2.2 PostgreSQL documents in and read write format in a Microsoft Office readable format and structured in a windows folder format or SharePoint library (in a Microsoft supported version of the relevant software).
8.2.3 Audit logs for data and documents.
8.2.4 The supplier must support this process and the onus is on the supplier to ensure this data is readable by the Customer.
8.3 It is the Customer’s responsibility to ensure they have suitable resources and capabilities to use the data in this format.
8.4 All data belonging to the Customer will be deleted by the Supplier from their service, once data has been successfully imported by the Customer.
DISASTER RECOVERY / BUSINESS CONTINUITY
9.1 The Supplier is expected to have suitable resilience, failover and contingency plans in place to ensure security and continuity of the Services to the Customer within the terms of this agreement.
9.2 The Customer does not define how this should be achieved, but the Supplier should be able to provide details of how this will be achieved and provide evidencing of suitable testing of the process for Customer review.
9.3 If the Supplier is unable to provide the Services (e.g. ceases trading, bankruptcy etc). The Supplier must have arrangements in place for the IT service to continue to be available for a period of six months from this point to allow the Customer to be able to enact contingency plans to allow continuation of its business activities (subject to the Customer continuing to pay for the Services at market rates).
SERVICE PERFORMANCE METRICS
10.1 Monthly performance reporting.
10.2 Provision of service performance stats against target response / fix by severity level, call pick up
10.3 The Supplier will provide statistics to confirm the service levels as defined in this agreement is being met. This will include the following
10.3.1 Rolling monthly analysis reporting calls logged, numbers in and out of fix time metrics by severity level
10.3.2 Calls logged on period
10.3.3 Calls closed in period
10.3.4 Calls logged but still open at end of period, current status an expected fix time
APPLICATION PERFORMANCE
11.1 Rolling Monthly reporting of uptime
11.1.1 11 rolling months, available time in month and uptime in percentage
11.1.2 First page load (FPL) analysis. Daily FPL will be measured on a 15 minute cycle and profiled to show average load profile for each day in the reporting period (month). This data will then be accumulated and averaged by hour, day, calendar month.
SECURITY INCIDENTS
12.1 Security incidents should be handled as per the Supplier’s ISMS and security incident management process.
SERVICE REVIEW / SERVICE IMPROVEMENT PLAN
13.1 The Customer sees the relationship with the Supplier as being a long standing partnership and as such we would welcome the joint sharing of plans, improvements and onward development as being a demonstration of this arrangement. The Customer would be happy to participate in the development of a service improvement plan for both the product and service.
13.2 All support emails, calls and communication MUST go through the Supplier’s Support Portal.
COMPENSATION FOR LOSS OF SERVICE
14.1 The Supplier is wholly responsible for the delivery and quality of the IT service and the consequent meeting of agreed SLAs. If these SLAs are failed to be met then there needs to be an agreed compensation to the Customer for the loss / degradation of service. There are three key metrics.
14.1.1 Availability – if the availability percentage falls below the agreed uptime as measured above then the supplier will compensate the Customer with 0.5 service day.
14.1.2 Performance – first page load is measured every 15 minutes, if the first page load does not meet the agreed measure four times within a 24 hour period then the supplier will compensate the Customer 0.125 service days.
14.1.3 Service Desk – there are an agreed set off severity, fix and update criteria. If the supplier fails on either the fix or update criteria for three consecutive months then the supplier will compensate the Customer 0.5 service day.
14.2 The Supplier is not responsible for events and/or incidents that are beyond their control
14.3 Credits may be used by the Customer for training, consultancy or development days.
OUT-OF-SCOPE SERVICES
15.1 The Supplier may reasonably determine that any services are Out-of-scope Services. If the Supplier makes any such determination, it shall promptly notify the Customer of that determination.
15.2 The Customer acknowledges that the Supplier is not obliged to provide Out-of-scope Services.
15.3 The provision of support services on a remote, off-site basis (such as over the telephone or by e-mail) shall be included in the Subscription Fees.