SERVICE LEVEL AGREEMENT
This Service Level Agreement (SLA) sets forth the terms by which SociaWorks shall provision technical support to the Customer in connection with Care SumFin Service.
- TERMS AND DEFINITIONS
- “Customer” shall mean the contracted Subscriber of the Care SumFin license i.e. a local government organisation in England
- “Service Provider” shall mean SociaWorks CIC
- “Service” shall mean Care SumFin that will be provided to the Customer.
- “Incident” means any single event, or any set of events, that result in Downtime.
- “Service Level” means the performance metric (s) set forth in this SLA that Service Provider agrees to meet in the delivery of the Services, e.g., monthly availability
- “Applicable Monthly Service Fees” means the total fees actually paid by Customer for a Service that are applied to the month in which a Service Credit is owed.
- DESCRIPTION OF SERVICE
Care SumFin is a cloud-based service that provides a Direct Payments compliance service. It provides local authorities with new tools to manage Direct Payment Agreements
- SERVICE LEVEL COMMITMENT
SociaWorks CIC will be operational and available to the Customer during agreed standard business hours. The periods of Downtime related to network, hardware, or Service maintenance or upgrades. Customer will be notified at least five (5) days prior to the commencement of such Downtime.
- TECHNICAL SUPPORT SERVICE
The Service Provider will provide the Customer access to telephone and email assistance for 8 hours per day and 5 days a week. Support will be provided in English.