Support Services Schedule

1. Definitions
   "Allowed Maintenance": regular or planned maintenance, and emergency maintenance required as a result of events outside of our control;
   "Availability": the ability to access and use the hosted service;
   "Availability Service Levels": the uptime service levels in respect of Availability, being 98% measured in any calendar month, not including the items listed in 5.2;
   “Business Day”: Monday to Friday excluding bank holidays.
   “Excluded Cause”: a requirement for Support Services, or any lack of Availability, that is caused by:
   
   1. any failure in your Internet access or networks;
   2. any unauthorised alteration of a Supported Deliverable by you;
   3. any use of a Supported Deliverable by you in a manner inconsistent with our written instructions or specific instructions we have given to you during any support communications between us and you in accordance with this Schedule;
   4. any errors or failure in availability which is caused by Hubspot or covered by your Hubspot licence;
   5. your use of any hardware or software not approved by us; and/or
   6. any failure by you to comply with this Agreement;
   “Supported Deliverable”: any Deliverable which the Order Form stipulates we are to provide the support services outlined in this Schedule in relation to.
   “Support Hours”: Hours from 9am to 5pm on any Business Day.
2. Introduction
   
   1. During the Support Hours, you can contact us via an online ticketing system which will allow you to record the issue and request support. Your ticket will be answered by a member of our team, who, depending upon the nature of the issue will either deal with your query directly, or escalate your query to other members of the team.
3. Informing us of Support Services requirements
   
   1. You shall provide us with:
      
      1. prompt notice of any problems requiring Support Services; and
      2. a full description of the issue, and the start time of the incident where relevant; and
      3. such output and other data, documents, information, assistance and (subject to compliance with all your security and encryption requirements notified to us in writing) remote access to your systems, as are reasonably necessary to assist us to reproduce operating conditions similar to those present when you detected the relevant problem and to respond to the relevant request for support.
   2. We keep records of each issue for at least twelve months and closed issues can be re-opened at your request. At this point the issue will be reviewed and may be re-opened or a new issue created (depending upon the exact circumstances).
   3. Issues will be escalated internally if the team member feels that further resource is needed to resolve the issue in a timely manner. Issues with commercial implications would be escalated to senior managers to ensure that the relevant departments within our business are made aware of the issue.
4. Support Service Levels
   
   1. Issue prioritisation and the Support Service Levels are outlined below:
      
      

      Priority	Response Time	Target Resolution Time
      P1 (Urgent)	Within 2 Support Hours	Within 8 Support Hours (1 Business Day) of initial response
      P2 (High)	Within 4 Support Hours	Within 16 Support Hours (2 Business Days) of initial response
      P3 (Normal)	Within 8 Support Hours (1 Business Day)	Within 40 Support Hours (5 Business Days) of initial response
      P4 (Low)	Within 16 Support Hours (2 Business Days)	By Mutual Agreement
      * Response Time is defined as the time taken for a Team member to acknowledge receipt by the issue notified to the Team by you in accordance with Paragraph 2.  ** The resolution of all issues will be provided during Support Hours.

   2. We use issue prioritisation to ensure our Support Services remain focused and efficient. The table below provides more information about how we assign priorities:
      
      

      P1 (URGENT) – MAJOR SERVICE LOSS
      Description: A Supported Deliverable is down and/or inaccessible.
      P2 (HIGH) – MAJOR SERVICE AFFECTING
      Description: Normal operation of a Supported Deliverable is affected i.e. major components of a Supported Deliverable are not operational or operating slowly, or normal operations are majorly impaired.
      P3 (NORMAL) – MINOR SERVICE AFFECTING
      Description: Non-essential features of a Supported Deliverable are impaired whilst most major components remain functional.
      P4 (LOW) – NOT SERVICE AFFECTING
      Description: Errors that are non-disabling or cosmetic and clearly have little or no impact on the normal operation of a Supported Deliverable.

   3. We shall use our reasonable endeavours to provide resolution of any issue within the Support Service Levels outlined above. Resolution means either a complete resolution, or alternatively, the delivery of a partial solution that effectively reduces the priority of the issue, at which point the issue will continue to be worked upon until a complete resolution is implemented. However, we do not guarantee the Support Service Levels from a resolution perspective. 
   4. We shall not be obligated to provide the Support Services where the support request relates to an Excluded Cause, to any Third Party Software, or to any Deliverable that is not stipulated in the Order Form to be a Supported Deliverable. We may, at our discretion and on your request, choose to provide support services in respect of any such Excluded Cause, Third Party Software, or Deliverable that is not stipulated in the Order Form to be a Supported Deliverable, at our time and material rate in force from time to time and made available by us to you upon your written request.
   5. The cost and number of support hours available to you is specified in the Order Form. We will advise you if resolving the issue is likely to exceed the hours specified in the Order Form.
5. Availability Service Levels
   
   1. Where we provide an online hosting service for you we also work to Availability Service Levels intended to provide Availability which equals or exceeds the Availability Service Levels. 
   2. The following scenarios shall not be considered towards any reduction in Availability measurements:
      
      1. Allowed Maintenance of any equipment, facility, software or other aspects of the Website that may require interruption;
      2. any lack of Availability caused by an Excluded Cause; and/or
      3. outages or disruptions caused by you or third parties (except to the extent that such outages or disruptions are caused by those duly authorised third parties sub-contracted by us to perform the Services), or outages or disruptions attributable in whole or in part to a Force Majeure Event.
   3. We will monitor of Availability on an ongoing basis. All measurements of Availability will be calculated on the basis of a calendar month.
   4. If we fail to meet an Availability Service Level, we shall perform root cause analysis to determine the cause of that failure and take such steps as are reasonably necessary to recover from such failure as soon as reasonably practicable.