Precept IT Limited Service Level Agreement
1 “The Client” or “you” is the company or organization listed against “Company Name” in the Client Contact Details box on Page 1. “We” are Precept IT Limited, trading as Precept IT Limited.
2 Data Transfer and Usage
Precept IT Limited will inform the customer when their data allowance has been exhausted. Precept IT Limited reserves the right to suspend an account temporarily if the site is deemed to be compromising the user experience of other clients on the shared server due to excessive bandwidth usage.
3 Data Retention
Precept IT Limited shall not keep any data relating to a client longer than the express wishes of the client. Precept IT Limited will respect any existing retention policy in place by the client. Should any retention policy undermine Precept IT Limited’ ability to provide an adequate service or backups, the client will be notified of the risk they are undertaking.
4 Service Credits, Guaranteed Availability and Software Provision
Precept IT Limited shall provide 24x7x52 service availability for your website, except where essential maintenance is required. Essential maintenance will be carried out outside the standard UK working day (9am-5pm) and Precept IT Limited will notify the client of this work 7 days in advance of completion. Precept IT Limited does not guarantee service availability under this SLA and no service credits are available for temporary loss of service.
5 Internet Security
Precept IT Limited adheres to Good Security Practice and takes Internet Security extremely seriously. Precept IT Limited shall use best efforts to prevent denial of service attacks, viruses, worms, hackers or other malicious events or codes from affecting service availability. In addition, Precept IT Limited will keep confidential all of your information held by it in the course of providing the services and use such information only for the purposes provided for in this agreement.
6 Technical Support and Response Times
Precept IT Limited offers unlimited e-mail support.
You are welcome to use the support facility for your technical queries under this SLA and we encourage our clients to do so.
Our target response time for Critical Issues is 15 minutes and our target response time for Non-Critical issues is 1 hour.
We aim to have each client query resolved within 4 working hours. We cannot guarantee a Fix Time under this SLA due to the nature of the service provided and what may be deemed as factors `outside` of the control of Precept IT Limited.
7 Contact Details
Precept IT Limited will use the details supplied in this SLA to contact you. It is your responsibility to ensure the contact details we have for you remain accurate. If your contact details change, please email support@PreceptIT.com to inform us of those changes.
8 Contractural Periods and Termination
The service is subject to no minimum term. We will continue to supply this service to you on the terms agreed in this SLA, unless you instruct us in writing no later than 30 days before the next billing date.
Notwithstanding the foregoing, you may terminate the this agreement upon 15 days prior written notice in the event that Precept IT Limited materially breaches the agreement listed within and fails to cure such breach within such 15 day period. Upon such termination for material breach, Precept IT Limited shall refund the pro rata portion of the fees paid by you as of the date of termination.
9 Payment and Billing
The service is billed monthly/yearly in advance via invoice. The initial billing date shall be the ‘service live date’ and Precept IT Limited will bill you each year on or around the day your service went ‘live’.
Precept IT Limited reserves the right to suspend this service or any service Precept IT Limited provides to you if you fail to make appropriate payment on time, or you fall into a situation of arrears on payment.
This agreement is subject to and interpreted in accordance with Northern Irish law. Any dispute shall be subject to the exclusive jurisdiction of the Courts of Northern Ireland. This Agreement may not be amended without the written agreement signed by both Precept IT Limited and you.
11 Reseller Terms
You should achieve a minimum of 40% margin on most Precept IT Limited products but Precept IT Limited does not impose any limits on End User pricing.
12 Reseller Support
You as the reseller are responsible for all 1st level support and taking necessary steps in resolving a customer query before the support query is handed to Precept IT Limited for further investigation. Precept IT Limited will only contact your client with your express permission but otherwise all client contact must be between you and your client.
13 Reseller Payment
The terms of this contract are between you as a Precept IT Limited client. We are not making the end contract with your client and therefore any default on payments between you and your client must be resolved between you and your client.
14 Change of Terms
Precept IT Limited reserves the right to change the terms outline in this agreement at any time without prior written notice or consent. You as the client will be notified if the change of terms affects you. You as the client will have the right to cancel any services if the change of terms is not satisfactory without penalty from Precept IT Limited.