1.1 This Annex 1 sets out the service levels applicable to the Web Support Services.
2.1 The Provider shall make available to the Customer a helpdesk in accordance with the provisions of this Annex 1.
2.2 The Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support Services; and the Customer must not use the helpdesk for any other purpose.
2.3 The Provider shall ensure that the helpdesk is accessible by telephone, email and using the Provider's web-based ticketing system.
2.4 The Provider shall ensure that the helpdesk is operational and adequately staffed during Business Hours during the Term. In addition, the Provider shall ensure the Customer can report critical issues outside of Business Hours.
2.5 The Customer shall ensure that all requests for Support Services that it may make from time to time shall be made through the helpdesk.
Response and resolution
3.1 Issues raised through the Support Services shall be categorised as follows:
(a) critical: the Supported Website is inoperable or a core function of the Supported Website is unavailable;
(b) urgent: a core function of the Supported Website is significantly impaired;
(c) normal: a core function of the Supported Website is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Supported Website is significantly impaired; and
(d) low: any impairment of the Supported Website not falling into the above categories; and any cosmetic issue affecting the Supported Website; the addition of content to the Supported Website; and any minor layout or design changes to the Supported Website.
3.2 The Provider shall determine, acting reasonably, into which severity category an issue falls.
3.3 The Provider shall use all reasonable endeavours to respond to requests for Support Services promptly, and in any case in accordance with the following time periods:
(a) critical: 1 Business Hour;
(b) urgent: 4 Business Hours;
(c) normal: 1 Business Day; and
(d) low: 5 Business Days.
3.4 The Provider shall ensure that its response to a request for Support Services shall include the following information (to the extent such information is relevant to the request): an acknowledgement of receipt of the request, where practicable an initial diagnosis in relation to any reported error, and an anticipated timetable for action in relation to the request.
3.5 The Provider shall use all reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:
(a) critical: 2 Business Hours;
(b) urgent: 8 Business Hours;
(c) normal: 4 Business Days; and
(d) low: 10 Business Days.
Provision of Support Services
4.1 The Support Services shall be provided remotely, save to the extent that the parties agree otherwise in writing.
Limitations on Support Services
5.1 The Provider shall have no obligation to provide Support Services in respect of any issue caused by:
(a) the improper use of the Supported Website by the Customer; or
(b) any alteration to the Supported Website made without the prior consent of the Provider.