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Duration and timing TNS will aim to keep the duration of maintenance under two hours. <br /> 3. Unscheduled Outages <br /> Notification by the Unless TNS has already provided notification to the Client of an Unscheduled Outage,the <br /> Certified Payment Client must notify the TNS helpdesk upon becoming aware of any Unscheduled Outage, <br /> Gateway specifying that an Unscheduled Outage has occurred and detailing the Unscheduled Outage. <br /> Response Time TNS will endeavour to respond to the Client to discuss the Unscheduled Outage: <br /> a. in the case of an Unscheduled Outage notified within Support Hours,within 1 hour of <br /> receipt of notification;or <br /> b. in the case of an Unscheduled Outage notified outside Support Hours,within 3 hours of <br /> receipt of notification. <br /> Notification by TNS The Client to be first notified within 1 hour of TNS becoming aware of the Unscheduled Outage <br /> and updates (by telephone or email during Support Hours and by email outside Support Hours)then <br /> updated periodically until system restoration. <br /> 4.0 Chargeable Support <br /> Support requested beyond the service level commitments in this Service Level Agreement will be charged in accordance with <br /> the Hourly Consultancy Rate. This includes but is not restricted to assistance in the resolution of issues that are not within <br /> TNS's areas of responsibility. <br /> Prior to the commencement of any chargeable work,the Client will be notified and TNS will await an affirmative response to <br /> the offer to proceed. <br /> 5.0 Service Commitment <br /> An outage is defined as the unavailability or malfunction of the Services. <br /> The duration of an outage will be measured as the time between when TNS becomes aware of an outage and the resumption <br /> of service provision following the implementation of a solution or suitable workaround. The Service availability("Service <br /> Availability")is calculated as the inverse of the duration of all outages during a period. <br /> The measure of Service Availability discounts any contributing factors external to TNS or events or circumstances that are <br /> unforeseen or not otherwise within TNS's reasonable control such as third party provisioning failures. <br /> TNS is committed to providing a premium level of Client service and a proactive approach to issue resolution,and will <br /> maintain a core Service Availability in excess of 99%over a rolling three month period. <br /> 22 <br />