IntegrationHub Support Services Policy

1. Interpretation
   The definitions and rules of interpretation in this section apply to this Support Service Policy.
   Exceptions means an accepted list of factors outside of the Supplier’s control as set out at Annex 1 paragraph 1.4 (each an Exception);
   Incident means any error, failure or malfunction of the Services such that it does not operate and/or cannot be accessed and used in accordance with the Agreement;
   Incident Categorisation means a category of Incident as determined by the Priority Categorisation;
   Incident Resolution means Incident impact has been mitigated through corrective actions or Incident has been resolved such that the Services are available and operating/functioning normally without degradation (which may be through a repair, correction, adjustment, replacement, renewal, bug-fix, work-around, patch or other modification or addition to any part of the Service), provided that an Incident Resolution shall only be deemed to be complete once it is implemented within the Services and the Services are available and working again fully in accordance with the Agreement and are doing so without any harmful impact on or causing any diminution in performance, capacity or functionality of other systems;
   Locations means any Customer premises from which the Supplier will provide assistance;
   Premier Support means support during Premier Support Hours;
   Premier Support Hours means 24/7 365 days per year;
   Priority Categorisation means the Priority Descriptions in section 8.1 of this policy;
   Problem means an underlying cause, or a potential cause of one or more Incidents;
   Service Portal means the helpdesk provided by the Supplier which is accessed via the Support Portal (service.acceleraate.com) or by telephone on +44 161 552 5552 to deal with queries relating to the Services and identify Incidents;
   Standard Support means support during Standard Support Hours;
   Standard Support Hours means Monday to Friday 09:00-17:00, excluding Bank & Public Holidays in England & Wales;
   Target First Response Time means the target maximum amount of time the Supplier will endeavour to respond to, or notify the Customer of an Incident as set out or referred to in section 8.1 of this policy according to the Incident Categorisation, measured from the time that (i) an Incident is raised; or (ii) the Supplier otherwise becomes aware of an Incident, whichever is the earlier;

2. Support Services
   The Supplier will provide the level of support identified in the Order Form.

3. Scope
   The Support Services cover technical issues affecting the Platform. The Supplier’s help desk engineers will work with the Customer to triage, diagnose, and resolve issues within the Supplier’s control.
   Where the issue is outside the control of the Supplier, or further technical investigation is required, the Supplier will escalate to the relevant third-party service provider’s support team. The Supplier will provide associated context and diagnostics to assist third-party service provider’s support team, and will continue to share updates with the Customer.
   The Support Services do not include general training. Other additional services outside the scope of this policy and Agreement are available from the Supplier as professional or managed services, at additional cost and subject to a separate agreement.

4. Contact Persons
   The Customer shall appoint named contact persons (“Contact Persons”) through whom all communication with the Supplier’s support team shall be directed. As soon as reasonably practicable, the Customer will inform the Supplier of the names, job titles, geographic locations, telephone and email contact details of its Contact Persons, including any changes and updates thereafter. The Supplier’s support obligations are limited to providing support to the Customer’s designated Contact Persons.

5. Support Contact Details
   The primary channel for support is the service portal. The Customer’s Contact Persons will be provided with login details for the service portal.
   Service Portal: service.acceleraate.com (Primary Channel)
   Telephone: +44 161 552 5552 (Secondary Channel)

6. Incident Management
   Reporting an Incident
   All Incidents should be reported by the Customer to the Supplier as soon possible through the channels set out in in section of 5 of this policy. The Service Portal is the primary channel for reporting any Incident.
   Incident Management Process
   The Supplier will handle Incidents according to the following process:

1. Incident Resolution
   Once a resolution has been offered to the Customer, the status of the Incident will be updated. This would either be a reduction in priority based on the delivery of a partial solution, or the closure of the Incident once a complete solution has been delivered.
   Resolution in this instance means either a complete resolution, or alternatively, the delivery of a partial solution or temporary workaround (as opposed to a permanent fix) that effectively reduces the priority.
   In instances where the Customer cannot be contacted, the Supplier will endeavour to contact the client at least 4 times over a period of 20 business days. If the Customer cannot be contacted or does not reply to the Supplier during the period, the Incident will be closed. Once the Incident is closed an email will be sent to the Customer, where possible, to confirm this action.
   The Supplier maintains records of each Incident history once an Incident is closed. The Customer may refer back to any Incident to request that it be reopened. At this point the Incident will be reviewed and will either be reopened by the Supplier or, where an engineer determines that a new Incident is required, the original Incident will remain closed, and the Customer will be provided with a new Incident reference number.

2. Escalation
   Any Incident can be escalated internally by the engineer assigned to a case. This would be done if the engineer feels that further resource is needed to resolve the Incident in a timely manner to reduce impact on the Customer’s business. Incidents with high commercial implications would be escalated to a member of the Supplier’s management team to ensure that the relevant departments within the Supplier are made aware.
   The Customer can request that an Incident be escalated. Once the Customer has requested that an Incident be escalated, the assigned engineer will listen closely to the Customer's concerns and record them in the log. The engineer will then make one of the following decisions:

   • Agree to escalate and assign a higher priority to the Incident.

   • Agree to escalate and assign further resources to the Incident.

   • Agreed to escalate and discuss new actions points with a member of the Supplier management team.

   • Advise escalation is currently not applicable. If there is a need to escalate, the Customer use the following contact number: +44 161 552 5552

3. Support Target Response Times
   Priorities, Description and Target First Response Times
   Save for in the event of Exceptions, the Supplier shall endeavour to meet the Target First Response Times for all Incidents in accordance with the level of support, as set out in the Appendices further below.

4. Exceptions
   The accepted list of Exceptions is as follows:

   • Customer failing to meet its obligations under the Agreement;

   • Customer being in material breach of the Agreement;

   • Distributed denial of service (DDoS) attacks;

   • Customer-initiated changes not co-ordinated or planned properly with the Supplier;

   • The failure of any third-party service providers who are outside of the Supplier’s control, where such failure causes network outages, material equipment failure or material internet connectivity issues;

   • Any failure that may not be corrected because the Customer or any Customer appointed third-party service provider is inaccessible to the Supplier; or

   • Any failure that cannot be corrected because the Customer is inaccessible to the Supplier.

5. Priority Alteration
   Once an Incident has been assigned a priority and logged it is directed to the appropriate team for resolution. Updates on the progress of all issues will be communicated to the Customer on a regular basis. Customer Incidents are regularly reviewed by the Supplier’s personnel to ensure that the assigned priority remains suitable. The Supplier reserves the right to change the priority category of a case during its active resolution at any point in line with the above definitions.

Appendices

Appendix A – Standard Support

Support Target Response Times

Appendix B – Premier Support

Support Target Response Times