Sense Service Level Agreement
Version 2.0 / 20 August 2024
1. PRELIMINARIES
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.
SECTION A – Support Services
Support Requests
Support Requests can be submitted via
Email – [email protected]
Online chat - within Sense Platform
Online form - https://support.sense.hr/kb-tickets/new
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:
Priority Classification | Description |
Priority 1 Fault | Services not functioning, with a high impact on the Customer’s operations or a Fault has caused a security breach of the Platform. |
Priority 2 Fault | Services partially usable with medium impact on the Customer’s operations, or a priority 1 Fault to which a temporary work around has been applied. |
Priority 3 Fault | Minor Fault with low impact on the Customer’s operations. |
Priority 4 Non-Fault | No Fault to Services, a request for guidance on access and use of the Services. |
Support Request Resolution
Sense will use commercially reasonable endeavours to meet the following target response and resolution times for the applicable priority classification:
Priority Classification | Initial Time to Respond | Time to Resolution |
Priority 1 Fault | 1 Business Hours | 8 Business Hours |
Priority 2 Fault | 1 Business Hours | 16 Business Hours |
Priority 3 Fault | 4 Business Hours | Subject to scheduling |
Priority 4 Non-Fault | 4 Business Hours | Subject to scheduling |
Support Service Exclusions
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.
SECTION C – Availability and Maintenance
Availability
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.
Maintenance and Updates
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.