Capitan Systems Limited
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Tel: 0208 051 7906
Version 1.0 - April 2021
Unless otherwise provided herein, this "Service Level Agreement" is subject to the terms of the "SaaS Terms and Conditions" and capitalised terms will have the meaning specified in the "SaaS Terms and Conditions".
The Supplier reserves the right to change the terms of this "Service Level Agreement".
The Supplier uses commercially reasonable efforts to make the Services available with an Uptime Percentage of at least your Uptime Agreement. For Customers with 'Premium Protection: Data Redundancy' this includes the implementation of database failover systems to ensure continuity.
The Supplier and it's third party suppliers generate back-ups which are encrypted and stored securely in UK datacentres.
Service Monitoring & Maintenance
The Supplier uses third party professional services to monitor the Service's uptime and performance, and actively works to optimise the performance of the Services.
The Supplier and/or it's third party suppliers maintain the Services by;
Secheduled Maintenance: The Supplier will give the Customer 72 hours notice in Writing if any scheduled maintenance is expected to cause downtime. The Customer may respond in Writing within 24 hours to order to request an alternative Maintenance Window.
Emergency Maintenance: Emergency maintenance may be required in response to unforeseen events or to roll out fixes for bugs which affect the Services. The Supplier may perform emergency maintenance at any time. The Supplier will endeavour to provide advance notice of emergency maintenance if it is expected to cause the Services to be Unavailable.
The Supplier provides the following channels for technical support;
The Supplier aims to respond to Support Tickets within 2 hours during Business Hours, and within 6 hours outside of Business Hours. The Supplier reserves the right to adjust the ticket response time during busy periods, and in such cases the Suppliers website will notify the Customer of delays.
The Service Availability Commitment does not apply to any Unavailability:
In the event of the Supplier failing in it's Service Commitment the Customer is eligible to request a Service Credit no later than 1 Renewal Period after the period being claimed for.
Service Credits are calculated as a follows:
The Customer must submit a claim in Writing, including;