Overview

This document sets out the commitments of Sense in respect of support services provided and the associated service levels.

Provided that service levels will not materially decrease during the Initial Term, Sense shall be entitled to make changes to this Service Level Agreement from time to time. Sense shall provide reasonable notice to the Customer before doing so, which shall not be less than 30 days’ notice.

Interpretation

Capitalised terms are as defined in the General Terms and Conditions or Sales Order.

In the case of conflict or ambiguity between the provisions in this document and the provisions in the General Terms and Conditions or Sales Order, then the terms of the General Terms and Conditions and Sales Order shall take precedence, and in accordance with clause 1.2 of the General Terms and Conditions, the General Terms and Conditions take precedence over the terms of the Sales Order.

Support Requests can be submitted via

Email – [email protected]

Online chat - within Sense Help Site

A Support Request must contain reasonably sufficient information that would enable the Support Request to be assessed by Sense, and Sense reserves the right to request additional information from the Customer or End User (as applicable) where required prior to dealing with a Support Request.

All Support Requests will be dealt with during business hours, being 9.00 am to 5.00 pm Monday to Thursday and 9.00 am to 4.00pm (“Business Hours”) on Working Days. Support Requests received out of working hours are treated as received the next Working Day.

Support Request Priority

At the time of notification of a Support Request, Sense will assign a priority classification to the Support Request in accordance with the following table:

Sense will use commercially reasonable endeavours to meet the following target response and resolution times for the applicable priority classification:

Support may not be used in lieu of training, defined as any query which requires an explanation of how to use the Services beyond what can reasonably be considered a clarification, question or reminder.

Support cannot be used in lieu of development work or bespoke customisation.

Support does not cover the performance of any third party customisation, third party integration or third party software.

Sense shall use reasonable commercial endeavours to ensure that the Services remain available for not less than 99.9% of the total time in each calendar month. The Availability time calculation excludes

maintenance conducted during the maintenance windows set out below at 8.1.1;

Force Majeure Events; and

suspension or termination of Services in accordance with the Agreement.

Sense will maintain industry standard continuous monitoring of the Services.

Sense will maintain a disaster recovery plan with a target restoration of services within 8 hours following any major incident. Sense will use reasonable endeavours to ensure that in the event of a major incident, the maximum data loss is limited to the last transaction committed to the system.

Sense shall perform updates and maintenance to the Services during the following maintenance windows: (1) outside of Business Hours; (2) a time period notified to the Customer in writing on 72-hours’ notice; and (3) at any time there is a prevailing and imminent danger or threat to the security and/or integrity of the Services.