Service Level Agreement (SLA) – ORIVYS
This Service Level Agreement (“SLA”) forms part of the Terms and Conditions between:
Exoter Technologies Ltd (the “Supplier”)
and
the Customer identified in the Order Form (the “Customer”)
1. Purpose
This SLA defines the support levels, availability targets, and service commitments for the ORIVYS platform.
2. Service Availability
2.1 Availability Target
The Supplier aims to achieve a target uptime of 99% for the Service, measured on a monthly basis.
2.2 Exclusions
Availability calculations exclude:
- scheduled maintenance
- emergency maintenance
- events outside the Supplier’s reasonable control (including force majeure)
- issues caused by third-party services or Customer systems
2.3 No Guarantee
The availability target is a service objective, not a guaranteed service level.
The Supplier will use reasonable endeavours to maintain availability and performance of the Service.
3. Support Services
3.1 Support Channels
Support is provided via email:
No telephone support is provided at this time.
3.2 Support Hours
Support is available during:
- United Kingdom: 08:00 – 17:00 (UK time)
- European Union: 09:00 – 18:00 (CET)
- Days: Monday to Friday (excluding public holidays)
Outside these hours, support may be provided at the Supplier’s discretion in the case of critical incidents.
4. Incident Classification and Response Times
The Supplier will use reasonable endeavours to respond within the following timeframes:
Response times refer to initial response, not resolution.
5. Incident Management
The Supplier will:
- acknowledge reported incidents
- investigate and prioritise appropriately
- provide updates where reasonably practicable
- aim to resolve issues within a reasonable timeframe
The Customer is responsible for:
- providing sufficient information
- cooperating with troubleshooting steps
6. Maintenance
6.1 Scheduled Maintenance
The Supplier may perform scheduled maintenance:
- with reasonable prior notice where possible
- during off-peak hours where practicable
6.2 Emergency Maintenance
Emergency maintenance may be performed without prior notice where necessary to:
- maintain security
- ensure system stability
- prevent data loss
7. Incident Communication
The Supplier will use reasonable endeavours to:
- inform Customers of major incidents
- provide updates during ongoing issues
- communicate resolution where appropriate
Communication methods may include email or in-platform notifications.
8. Service Limitations
The Service is provided on a best-effort basis, and the Supplier does not guarantee:
- uninterrupted availability
- error-free operation
- compatibility with all third-party systems
9. Service Credits
No automatic service credits are provided under this SLA.
The Supplier may, at its discretion, offer service credits or other remedies where appropriate.
10. Customer Responsibilities
The Customer is responsible for:
- maintaining suitable internet connectivity
- ensuring correct configuration and usage
- promptly reporting issues
- maintaining up-to-date contact details
11. Changes to this SLA
The Supplier may update this SLA from time to time. Any changes will not materially reduce the level of service during an active subscription term.
12. Relationship with Terms and Conditions
This SLA should be read in conjunction with the Terms and Conditions.
In the event of any conflict, the Terms and Conditions shall prevail.