1. Definitions
1.1 Defined terms used in this Service Level Objectives document have the meaning given in the Conditions set out at alt-is.co.uk/legal unless the context requires otherwise.
1.2 The following terms shall have the following meanings:
- 1.2.1 "Available" means the that the Platform and / or relevant Service is available for access and use by the Customer;
- 1.2.2 "Target Availability Level" means the target availability level for the relevant Service as specified in the table at paragraph 2.1;
- 1.2.3 "Unavailable" means that the Platform and / or relevant Services is not Available, and "Unavailability" shall be construed accordingly;
2. Target Availability
2.1 Subject to paragraph 2.2, ALT-IS shall use reasonable endeavours to ensure that each Service is available for the corresponding Target Availability Level set out in the table below:
| Service | Description | Target Availability |
|---|---|---|
| Next Generation Supply Chain | Integrated Purchase-to-Pay process messaging between Motor Factors and their Suppliers, with associated on-demand analytics and reporting | Greater than 99.5% |
| National Accounts Trading Service | Notice to Deliver, discrete and consolidated Invoicing and Remittance processing with associated on-demand analytics and reporting between Motor Factors and their customers | Greater than 99.5% |
2.2 When calculating the Target Availability Level, ALT-IS shall exclude any Unavailability caused by:
- 2.2.1 scheduled or regular maintenance of the Platform and / or Services, which will be notified in advance to the Customer with at least 5 working days notice;
- 2.2.2 technical issues of the Customer and / or any other Platform or Service users, including any issues caused by the Customer or Customer’s Back Office system provider, or other user's internet network and / or internet service provider; and / or
- 2.2.3 any unauthorised access to or use of the Platform and / or Services by a Customer and / or third party.
3. System Monitoring and On-Call Operational Service
3.1. ALT-IS shall monitor the Availability of the Platform and / or Services and publish real-time data on alt-is.co.uk.
3.2 If complete or partial Unavailability of the Platform or any Service occurs impacting all users, ALT-IS shall aim to restore Availability of the Platform and / or Services or provide a workaround solution as soon as reasonably practicable. For the avoidance of doubt, Unavailability impacting only certain users will be dealt with by ALT-IS in accordance with paragraph 4.2.
4. Support Team
4.1. The Supplier can access ALT-IS's support team by logging a support case on the Platform or by emailing service@alt-is.co.uk.
4.2 ALT-IS shall use reasonable endeavours to respond to the Supplier and resolve any support incident raised;
- 4.2.2 in accordance with the corresponding response level as detailed in the table below;
- 4.2.3 with Priority level determined using the ITIL priority matrix;
- 4.2.4 on Business Days between the hours of 9.00am to 5.00pm
| Priority | Description | Response |
|---|---|---|
| 1 | Any serious problem of the Services for which there is no practical workaround (for example, Orders cannot be received or manually viewed) | ALT-IS will assign staff to the problem within 60 minutes of notification and will work continuously on the problem until it is fixed |
| 2 | Any serious problem in a key function of the Services for which there is a simple workaround (for example, Orders cannot be received from the services, but can be manually viewed) | ALT-IS will assign staff to the problem within 4 hours of notification. Staff will work continuously on the problem until it is fixed. |
| 3 | Any problem seriously affecting non-key functions of the Services (for example, news cannot be viewed) | ALT-IS will assign staff to the problem within 2 working days of notification. Staff will aim to fix the problem within 3 working days. |
| 4 | Any other problems | ALT-IS will assign staff to the problem within 5 working days of notification. Staff will aim to fix the problem within 10 working days. |