Service Level Agreement

    1. Agreement Overview

    This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Youds Media Limited t/a Get Hosted Online (the "Service Provider") and Get Hosted Online Mirror Subscriber (the "Customer") for the provisioning of services (the "Service" or "Services") required to support and sustain Product or Service Name.
    This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
    This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

    2. Goals and Objectives

    The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service Provider(s).
    The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider(s) and Customer(s).
    The objectives of this Agreement are to:
    Provide clear reference to service ownership, accountability, roles and/or responsibilities.
    Present a clear, concise and measurable description of service provision to the customer.
    Match perceptions of expected service provision with actual service support & delivery.

    3. Stakeholders

    The following Service Provider(s) and Customer(s) will be used as the basis of the Agreement and represent the primary stake holders associated with this SLA:
    IT Service Provider(s): Youds Media Limited t/a Get Hosted Online. ("Provider")
    IT Customer(s): Customer ("Customer")

    4. Periodic Review

    This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
    The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.

    5. Service Agreement

    The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.

    5.1 Service Scope

    The following Services are covered by this Agreement;
    Monitored email support
    Monthly system health check

    5.2 Customer Requirements

    Customer responsibilities and/or requirements in support of this Agreement include:
    Payment for all support costs at the agreed interval.
    Reasonable availability of customer representative(s) when resolving a service related incident or request.

    5.3 Service Provider Requirements

    Service Provider responsibilities and/or requirements in support of this Agreement include:
    Meeting response times associated with service related incidents.
    Appropriate notification to Customer for all scheduled maintenance.

    5.4 Service Assumptions

    Assumptions related to in-scope services and/or components include:
    Changes to services will be communicated and documented to all stakeholders.

    6. Service Management

    Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

    6.1 Service Availability

    Coverage parameters specific to the service(s) covered in this Agreement are as follows:
    Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
    Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day

    6.2 Customer Requirements

    In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
    0-8 hours (during business hours) for issues classified as High priority.
    Within 48 hours for issues classified as Medium priority.
    Within 5 working days for issues classified as Low priority.
    Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.