Service Level Agreement

SCHEDULE 5: SERVICE LEVELS

1. Introduction and Scope of Service Level Agreement

This Service Level Agreement documents the commitment from “Accredit Solutions, part of the EAS group at EAS Technologies t/a Accredit Solutions” (herein referred to as “EAS“) to provide Software Maintenance support of the Event Accreditation Software, “Accredit” to (herein referred to as the “Client”)

This Software Maintenance, Data Services and Operations Service Level Agreement covers standards for the provision of software maintenance, data management and support, and operations by EAS to THE CLIENT in connection with EAS’ Accredit Software Package.

In accordance with this Agreement, EAS has granted to THE CLIENT a license to use Accredit for the purpose of accrediting media, staff and contractors to the CLIENT.

To support THE CLIENT, EAS will: (i) provide maintenance and support for Accredit, detailed in Section 2 of this Schedule (“Maintenance Services“); (ii) provide business hours support relating to Accredit; and (iii) provide operations to support the Maintenance Services and the Data Services.

2. Maintenance Services

2.1    Scope of Services

The following are the Maintenance Services that will be provided by EAS in connection with Accredit:

EAS Technologies shall:

(i) develop and provide corrections, changes, or workarounds for any defects, errors, or malfunctions in Accredit, including, but not limited to, any nonconformities with the specifications discovered THE CLIENT or EAS Technologies, on a timely basis, given the nature and scope of the defect;

(ii) provide THE CLIENT any upgrade releases to the Accredit modules which THE CLIENT subscribes to and all new Versions and Releases of Accredit, which EAS makes available to our clients generally.

2.2.  Basic Maintenance 

EAS Technologies monitors its systems on a rolling and daily basis in order to identify issues within Accredit. In addition, customers can report any system issues experienced on the side of THE CLIENT to EAS Technologies at anytime, by using a central account management helpdesk portal and email / ticketing system and emergency contact numbers.

EAS Technologies shall maintain an account manager and deputy account manager accessible via landline and mobile telephone numbers for emergency issues, which will be staffed by knowledgeable employees capable of providing general system assistance regarding Accredit, its functionality, databases, operations, utilities and supporting documentation. Such telephone or e-mail assistance will be available to the CLIENT. This technical support entry point will also coordinate problem resolution and keep THE CLIENT appraised of efforts to remedy any problem situation until complete restoration of the service. In addition to EAS Technologies standard working hours, EAS Technologies will also provide Maintenance Services in respect of severity P1 and severity P2 incidents during Events.

In the event of EAS Technologies Accredit system not operating due to system error, there is no cost for remedying the situation.

2.3    Issue Classification 

EAS Technologies shall respond to and use its reasonable commercial efforts to resolve issues in accordance with the severity levels indicated below, which severity levels shall be determined in good faith by THE CLIENT

Severity Level

1 Mission-Critical Impact

2 High Systems Impact

3 Business Productivity Impact

4 Minor Service Impact

Severity 1 – Mission-Critical Impact:

The systems operating the Accredit is rendered inoperable due to system software failure and thus cannot perform and return responses to queries. Under these circumstances, all resources shall be applied with immediate effect until the problem is resolved; provided that in the event that the CLIENT system is “rolled back” and functionality is returned to a level such that it is no longer within the definition of Severity 1 (although functionality may still be down, corrupted or severely degraded), then the problem will be reclassified as a Severity 2 problem.

Severity 2 -High Systems Impact:

Availability feed from the EAS hosting facility is interrupted for a period exceeding two hours. In this case, EAS’ resources shall be applied until the problem is resolved.

In addition to the foregoing, in the case of Severity Level 2 errors, EAS Technologies will use reasonable commercial efforts to acknowledge receipt of THE CLIENT error report in line with the service level agreement.

3. Warranties

EAS Technologies shall perform the Maintenance Services, Data Services, Operations Services and all other services specified herein in a good, workmanlike and professional manner using qualified personnel fully familiar with Accredit.

EAS Technologies can guarantee the quality of all materials which we supply including Accredit and its technology and the pass stock provided for the physical passes themselves. EAS is not able to guarantee the quality of materials not supplied by EAS Technologies.

4. Designated Account Managers

THE CLIENT and EAS Technologies shall each appoint account managers who shall be responsible for all administrative matters pertaining to this Agreement. The account managers will serve as primary point of contact for the other party for any matter regarding this Agreement.

The EAS designated account managers are Nicholas Graham, Head of Client Services and Callum Green, Senior Account Manager.