Nettla Service Level Agreement (SLA)

This document sets out the service level agreement (SLA) for the Nettla Service.

Definitions

Customer: Any organisation that has purchased the Nettla service‍

Nettla Service: The Nettla SAAS platform 

Business Days: Any weekday other than a bank or public holiday in England.

Service Hours: The hours of 09:00 to 17:00 GMT/BST on a Business Day.

Incident: A failure of the Services to function as intended or suffering downtime.

First line support function: A support service run by the Customer to service their players

1. Support Services

a) Customer Obligations

Customers must first provide first-line support to their players, triaging all requests. They are responsible for handling requests that involve club operational decisions or issues resolvable through the Nettla operator panel. Incidents must be escalated to Nettla's support team as outlined in section 1.c. 

Furthermore, Customers are required to make appropriately skilled personnel available to Nettla during incident resolution; failure to do so may impact resolution time.

b) Nettla Obligations

Nettla offers Customer support services exclusively during Service Hours via a dedicated support portal or email system within the Service.

Nettla commits to using all reasonable efforts to:

• Meet the Availability requirements detailed in Section 2.
• Resolve Incidents according to the procedures outlined in Section 3.

If an End User contacts Nettla directly, they will be redirected to the Customer's service desk. If the End User's request suggests a P1 incident (as defined in Section 3), Nettla will first check the Service's availability and performance. If a P1 incident is confirmed, Nettla will take charge of managing and resolving that Incident.

c) Contacting Nettla Support

• Email: support@nettla.co
• Ticketing System: Nettla will provide an online response ticketing system for logging all Customer Incidents and responding via email within a queued ticketing system for prioritisation. Customers can raise a request on the ticketing system by clicking on the below link: https://operator-help.nettla.co/

2. Availability

a) Target Availability

The Availability Service Level Agreement (SLA) for the Nettla Service is defined as 99.5% uptime. Nettla commits to using all reasonable efforts to meet this availability target for the customer's subscribed service.

b) Measurement and Exclusions

Availability is measured monthly and provided to customers on request. The following events will be excluded from the availability calculation:

• Force Majeure Events: Occurrences beyond Nettla's reasonable control, such as acts of God, war, riot, cyber-attacks, or the failure of third-party providers.
• Scheduled Maintenance: For which Nettla will provide the Customer with at least one week's written notice. Nettla will aim to schedule this maintenance outside of standard Service Hours.
• Minor Interruptions: Service interruptions lasting less than 10 minutes.
• Customer-Side Issues: Problems with the Customer's local or public network, Internet connection, or hardware/software not supplied by Nettla.
• Customer Misconduct: Service interruptions resulting from the Customer's failure to follow agreed procedures or unauthorised changes made to the Service.

c) No Service Credits or Refunds

The Availability target outlined in this section is a performance objective. Nettla provides the Service "as is" regarding uptime guarantees, offering only reasonable endeavours as described in this agreement. For clarity, failure to achieve this Availability target does not grant the Customer any entitlement to service credits, refunds, financial compensation, or a right to terminate this agreement.

3. Incident Response

Nettla commits to the following efforts:

1. To classify all Incidents based on the definitions provided.
2. To respond to all Incidents within the Response Time, according to the defined times and criteria set out below.

Priority 1: Critical Service Outage

Description: The complete Service is inaccessible, meaning the Customer cannot utilize any Service features. There is no viable workaround, and this incident impacts the entire organization.

Response Time / Urgency:

• During Service Hours:
  
  • A meaningful response will be provided within 30 minutes.
  • A technical investigation will commence with an update provided once an hour
• Outside Service Hours: The team will respond on a best-efforts basis.

Priority 2: High Impact Service Outage

Description: A partial Service failure where the Customer can access some, but not all, system features, and no workaround is available.

Response Time / Urgency:

• During Service Hours:
  
  • A meaningful response will be provided within 60 minutes.
  • A technical investigation will commence with an update provided once every 4 hours
• Outside Service Hours: The team will respond on a best-efforts basis.

Priority 3: Medium Impact issue

Description: Minor service impact. Non-critical bug where a workaround is possible. Customers are able to access almost all features and the impact is a small feature that is not core to the platform.

Response Time / Urgency:

• During Service Hours:
  
  • A meaningful response will be provided within 2 hours.
  • A technical investigation will commence and an update will be provided within a week.
• Outside Service Hours: N/A

Priority 4: Low Impact issue

Description: Low impact and allowing operations to continue with workarounds possible.

Response Time / Urgency:

• During Service Hours:
  
  • A meaningful response will be provided within 12 hours.
  • A technical investigation will commence and an update will be provided within 1 week.
• Outside Service Hours: N/A

*Response times are calculated from the time the Customer reports an Incident to Nettla via the support ticketing system during Support Hours. If a ticket is raised outside of these hours, the applicable response time will begin at 9:00 am on the next Business Day.

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