1. Introduction

1.1 This document sets out the service levels applicable to Support.

2. Helpdesk

2.1 InFormed shall make available to the Customer a helpdesk in accordance with the provisions of this document.

2.2 Customer may use the helpdesk for the purposes of requesting and, where applicable, receiving the Support; and the Customer must not use the helpdesk for any other purpose.

2.3 InFormed shall ensure that the helpdesk is accessible by telephone, email and using InFormed's web-based ticketing system.

2.4 InFormed shall ensure that the helpdesk is operational during Business Hours during the Term.

2.5 The Customer shall ensure that all requests for Support that it may make from time to time shall be made through the helpdesk.

3. Response and resolution

3.1 Hosted Service Defects raised through the Support Services shall be categorised as follows:

(a) Level 1, critical: the Hosted Services are inoperable or a core function of the Hosted Services is unavailable;

(b) Level 2, serious: a core function of the Hosted Services is significantly impaired;

(c) Level 3, moderate: a core function of the Hosted Services is impaired, where the impairment does not constitute a serious issue; or a non-core function of the Hosted Services is significantly impaired; and

(d) Level 4, minor: any impairment of the Hosted Services not falling into the above categories; and any cosmetic issue affecting the Hosted Services

3.2 InFormed shall determine, acting reasonably, into which severity category Hosted Service Defect falls.

3.3 InFormed shall use all reasonable endeavours to respond to requests for Support promptly, and in any case in accordance with the following time periods:

(a) Level 1, critical: 2 Business Hours;

(b) Level 2, serious: 4 Business Hours;

(d) Level 4, minor: 5 Business Days.

3.4 InFormed shall ensure that its response to a request for Support 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 Hosted Services Defect, and an anticipated timetable for action in relation to the request.

3.5 InFormed shall use reasonable endeavours to resolve issues raised through the Support Services promptly, and in any case in accordance with the following time periods:

(a) Level 1, critical: 4 Business Hours;

(b) Level 2, serious: 8 Business Hours;

(d) Level 4, minor: 10 Business Days.