Support Services Policy
Definitions:
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Customer: |
any individual, charity or business who wishes to use the Services |
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One Million Steps |
One Million Steps Limited incorporated and registered in England and Wales with company number 08482013 and whose registered office address is at 25 Pen-Y-Lan Road, Cardiff, Wales, CF24 3PG. |
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Services |
the subscription services provided by One Million Steps to the Customer in accordance with the provisions of the One Million Steps User Agreement. |
- The Software Support services
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- One Million Steps shall supply the support services set out in this Support Services Policy.
- One Million Steps shall maintain and update the Services. Should the Customer determine that the Services includes a defect, the Customer may at any time file error reports. During maintenance periods, One Million Steps may, at its discretion, upgrade versions, install error corrections and apply patches to the systems. One Million Steps shall use all reasonable endeavours to avoid unscheduled downtime for maintenance.
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- Technical support services
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- One Million Steps shall provide the Customer with technical support services during Normal Business Hours of 9.30 am to 5.00 pm local UK time, each Business Day. Support is provided by email: support@millionsteps.com.
- Issues raised by the Customer and the Customer’s Authorised Users will be logged on One Million Steps Customer Relationship Management (CRM) system. These issues will be allocated an appropriate priority and One Million Steps will use its reasonable endeavours to resolve these issues in a timely fashion.
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- Service Performance
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Severity Level |
Help Desk Response Time during Normal Business Hours |
Fix Time (Normal Working Hours, after helpdesk response) |
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High |
24 hours |
2 working days |
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Medium |
48 hours |
4 working days |
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Low |
72 hours |
7 working days |
- High
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- System Down: The system is completely down or is not operational. Mission-critical applications are severely impacted by the problem.
Medium
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- Limited Functionality/Limited use of system: The application is considered unstable and is subject to periodic interruption. Mission-critical applications are not affected by the problem.
Low
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- Operation not affected: A general support question.
Back-up Policy
- One Million Steps shall develop the back-up schedule, perform scheduled back-ups, provide routine and emergency data recovery, and manage the archiving process. The back-up schedule shall include at least weekly full back-ups and daily incremental back-ups. In the event of data loss, One Million Steps shall provide recovery services to try to restore the most recent back-up.