All terms not otherwise defined in this Appendix shall have the meaning given to them in the Prommt Service Agreement or the Terms and Conditions (as appropriate) unless the context requires otherwise.
The terms of the SLA are additional to and do not supersede or replace the Prommt Service Agreement or the Terms and Conditions. In the case of contradictions between this SLA and the Service Agreement, the order of priority as set out in clause 1.3 of the Service Agreement shall apply.
In accordance with the Service Agreement, the SLA will remain in force from the commencement of the Term and will remain in force for the duration of the Term unless otherwise agreed in writing between the parties.
The Client acknowledges that this SLA reflects Prommt’s current service level. This service level may evolve over time along with Prommt Solution. Prommt reserves the right to implement changes to this SLA, provided these changes may not overall reduce Prommt’s performance targets. Prommt will notify Client by email or otherwise at least 30 (thirty) days before any significant change comes into effect. Minor changes (e.g. changes in processes, setting up tracking tools, etc.) will be notified to the Client as soon as reasonably practicable after such change has been effected.
In order to ensure that the service level is that which is set out in this SLA, the Client shall appoint an appropriately skilled representative and his/her deputy to liaise with Prommt in connection with the subject matter of this SLA and the Prommt Service Agreement. These representatives should be easily contactable during normal business hours of the Client. The Client’s Representatives contact details are as follows:
Client Contact Details | |
Name | : |
Job Title | |
Telephone | : |
Mobile | : |
: |
If the above is left blank, Prommt will contact the main account owner registered in the Prommt service.
Service Availability of the Prommt Platform: Availability is the measure of the time that the Prommt solution will be available to the Client to access their reporting, receive and send messages / emails, and applicable web applications from our hosted service.
Description | Availability | Target |
Access to Prommt application | 24 hours per day, 7 days per week | 99.9% |
Access to Prommt’s API | 24 hours per day, 7 days per week | 99.9% |
Excluded from this measure of availability are the following:
Availability of the Prommt solution will be calculated in accordance with the following formula:
A=TSH-TUDT x 100 TSH |
A= Availability % TSH = Total Service Hours TUDT = Total Unplanned Downtime |
Priority Levels: Problems reported by the Client will be allocated a priority level in accordance to the severity of the problem (as set out below):
Prommt provides a technical help desk facility in order that the Client may report problems relating to the Service. The Client may report P1, P2, P3 and P4 problems to the Prommt Help Desk by emailing helpdesk@prommt.com. When logged into Prommt, a helpdesk ticket can also be raised via the chat function which is visible in the corner of the Web App.
Prommt will use its reasonable endeavours to inform the Client about any fault via Email and Phone. A Response will be from a competent staff member. Prommt will resolve any reproducible fault within the following time frame:
Stage/Priority | P1 | P2 | P3 | P4 |
Initial response time | 1 business hour | 2 business hours | Next business day | Next business day |
Target Restoration (work around) | 2 business hours | 5 business hours | 2 working days | Next business week |
Target Resolution | Next business day | 3 business days | Next release | Next release |
When a part or all of the Services require to be temporarily taken out of service for necessary planned work, e.g. modification or upgrade, Prommt will give the Client at least seven (7) working day’s notice. This procedure will minimise any disruption and reasonable endeavours will be used to accommodate the Client in the timing and duration of any such breaks in Service.
The escalation procedure includes a system of re-classification of reported problems, where the standard time for correction has been exceeded. The internal technical escalation process involves increasing levels of technical capability in solving the problem. The purpose being to ensure that problems are being handled with due diligence and that the appropriate resources are involved in resolving the problem in a timely fashion.
In the event the solution detailed in the action plan cannot be implemented in accordance with the estimated period of time set forth in Section 3, Prommt shall apply the following escalation procedure:
Other than as expressly provided in the Agreement, Prommt makes no additional representations or warranties with respect to maintenance and support services provided hereunder.
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