1. Agreement Overview
    This Agreement represents a Service Level Agreement (“SLA” or “Agreement”).
  2. Definitions
    1. General Definitions
      1. “Data” means electronic data provided to Us by or for You and Your agents, employees, contractors, and/or Users.
      2. “Licensee” means the person or entity that has been issued a License for the PATorganiser Instance. Referred to as ‘you’ or ‘yours’.
      3. “Master Subscription Agreement” means the agreement agreed to by your Licensee which grants access to a PATorganiser Instance
      4. “Services” means products or services provided by Us to You including without limitation Free Services and the Subscription Service.
      5. “PATorganiser Instance” or “Instance” means the specific instance within the Subscription Service that is provisioned for Your use.
      6. “Subscription Service” means the PATorganiser Software as a Service (SaaS) offering provided via the Internet.
      7. “User” means any individual that has access to log in to Your PATorganiser Instance.
      8. “We”, “Us”, “Our” or “PATorganiser” means TwoCees Enterprises Pty Ltd, ACN 604 147 131, incorporated in Victoria, Australia, and its Affiliates.
      9. “You”, “Your” means you, the person accessing our Services
    2. Application
      One (1) application is to be supported is covered under the single agreement. This application is the ‘PATorganiser’ platform and associated databases. These are collectively referred to as ‘Applications’ in this document.
    3. Services and SLA Definitions
      Incident: An incident can be defined as an unplanned interruption to an IT service or reduction in the quality of an IT service.
      Incident ‘fix’: An incident fix is the activity required to resolve the incident, restore the normal service operation as quickly and as completely as possible to minimize the impact on business operations.
      Software problem resolution: Identification and resolution of the root cause of a problem that results (or is likely to result) in an incident. The aim of problem management is to reduce the severity and number of incidents.
      Maintenance: Modifying Applications to adapt to a modified environment such as system upgrades or new versions, and to ensure performance does not degrade over time.
  3. Service Agreement
    1. Our Responsibilities
      The service scope includes:

      1. Service Hosting and Management
        1. Delivery of the PATorganiser platform as a Software as a Service (SaaS)
        2. Problem or incident resolution and maintenance of the PATorganiser platform as a Software as a Service (SaaS)
      2. Account Management
        1. Managing Support
          1. Managing and monitoring response times and incidents
          2. Appropriate prioritization of resources to maintain service levels
        2. Liaison with PATorganiser Support
          1. Initial response request to [email protected]
          2. Communication and approvals to proceed with any issue resolution or bug fixes.
          3. Communication on progress of incidents
          4. Notification of any maintenance required
          5. Liaison for approval of any additional services that may be required.
    2. Your Responsibilities
      The responsibilities and/or requirements of the Licensee in support of this Agreement include:

      1. End user communication and support.
      2. Resolution of first contact issues that do not require specialist technical assistance.
      3. Triage to identify incidents as requiring ‘fixes’.
      4. Incident prioritisation.
      5. Collation of information such as data and screen grabs that enable the provider to understand an issue.
      6. Reasonable availability of customer representative(s) when resolving a service-related incident or request.
    3. Services not in Scope of this SLA
      1. Application development (software modifications, enhancements, or new configurations of existing Applications) that are not related to resolution of incidents.
      2. Analysis IT services not related to identified bugs.
      3. User Training.
  4. Service Management
    1. Service Process
      The process to provide service(s) covered in this Agreement are as follows:

      1. Incidents will be raised to us by the you. These can be raised via email.
      2. You will provide adequate information for us to understand an incident.
      3. The critically/priority of an incident will be determined by its impact on you.
      4. The incident will be allocated an incident number and initial assessment of time and effort to resolve.
      5. Once the incident is resolved we will provide adequate information on the nature of the fix.
    2. Service Availability
      This agreement ensures 99% service uptime (availability) during business hours calculated monthly.
      Coverage parameters specific to the service(s) covered in this Agreement are as follows:

      1. Email support: Monitored 9.00 A.M. to 9:00 P.M. Monday – Friday Australian Eastern Standard Time (AEST)
        1. Support will be provided between 9am to 9pm (AEST) all days excluding weekends and public holidays.
        2. Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day.
        3. Emails should be sent to [email protected].
    3. Service Requests
      In support of services outlined in this Agreement, PATorganiser will respond to service related incidents and/or requests within the following time frames:
SeverityDefinitionResponse
1 – Critical IncidentsApplication down, unable to perform vital function.Acknowledge within 12-hours. Resolution or plan for resolution to be provided to be provided within 24-hours.
2 – Application partly inoperableApplication is operational, but regular functions is hindered.Acknowledge within 12-hours. Resolution or plan for resolution to be provided to be provided within 12-hours.
3 – Information requestsThe issue has a minor impact on work practices.Acknowledge within 24-hours. Resolution or plan for resolution to be provided to be provided within 48-hours.
4 – Change requestsSystem enhancements, reports development and project work.Change requests delivered according to scope and timeline outlined in individual proposals or work orders. Change requests will go into a broader queue.