OPERATIONAL SUPPORT
Pisys will provide ongoing technical support from the Helpdesk at its headquarters in Aberdeen providing remote diagnostics and remediation support across a broad range of technologies and tools. The Helpdesk will provide all service components from fault logging to closure.
The following call process and SLA will apply:
Call Flow process
The call process is as follows:
• Support will be initiated through the Pisys Helpdesk by Customer
• Pisys Helpdesk will allocate a Support Call ID
• Calls will be responded to by Pisys within the defined service levels
• Escalation process will be invoked as required
• Call will be closed by the Pisys Helpdesk as appropriate
Service Level Agreement (SLA)
All calls will be resolved as quickly as possible. Support will be provided during normal office hours – defined as being between 09:00 hrs and 17:30 hrs (UK time) Monday to Friday excluding UK Public holidays. Support outside these hours, if required, will be provided by arrangement at an agreed cost.
Recovery Time Objective: In the case of a severe outage (which is not handled by our standard failover) we aim to restore operation within 2 hours (within normal office hours)
Recovery Point Objective: We have point in time backups so we can normally restore to within a few seconds of the point of failure.
The response will be based on the level of urgency – assigned by Pisys and agreed with the Customer – as proposed:
PRIORITY SLA
1 CRITICAL Response < 2 hour
2 HIGH Response < 4 hours
3 MEDIUM Response < 8 hours
Response and fix times relate to service hours defined above. There is no provision for out of hours working within this contract.
UPGRADES
Upgrades are an ongoing, standard procedure which include fixes and enhancements made to the Pisys PTW software. Upgrades are part of the service covered by the Licence. All customers receive upgrades and they are applied at the same time for everyone enabling us (Pisys) to retain better control of changes, support our clients more effectively and use our software more efficiently.
More information can be found here: https://pisys.co/our-update-process/
GDPR
If you will be using the system to store/process data about individuals it is possible you will be subject to the General Data Protection Regulation and should ensure that you take all necessary steps to ensure compliance.
Further information on the regulations can be found at https://ico.org.uk/for-organisations/guide-to-data-protection/guide-to-the-general-data-protection-regulation-gdpr/
TERMS AND CONDITIONS
1. Prices are valid for 60 days and are exclusive of VAT or any Withholding or other local taxes
2. On receipt of Purchase Order Pisys will:
• Invoice 100% of the annual software fee and
• Activate the software
3. Payment MUST be made in full according to Pisys Payment terms (point 4 below)
4. Payment terms are strictly 30 days
5. In the event of late/non-payment Pisys reserve the right to deactivate the service
6. The normal Support cover is defined in the SLA above.
PISYS DETAILS FOR PROCUREMENT
Name: Pisys Ltd
Address: 7 Queen’s Gardens, Aberdeen
Post Code : AB15 4YD
VAT registration No: GB 498 1672 94
Company No: SC109490
D-U-N-S Number: 769416587
Additional information available on request