Service and Support Level Policy
Terms which has been capitalised in this document refer to those defined in the Terms of Use or as specified in this policy (the “Service and Support Level Policy”). The definitions and rules of interpretation in the Terms of Use also apply to this Policy.
1. Availability of the service
The Operator will endeavour to ensure that the Platform is available 99.95% of the time during any calendar month throughout the Contract’s validity. Please note that the Operator is committed to maintaining the Platform’s Availability at 99.95%, as described in this document.
1.2 INTERPRETATION
1.2.1 Clause and section headings shall not affect the interpretation of the Contract.
1.2.2 Unless the context otherwise requires, words in the singular shall include the plural and in the plural shall include the singular.
1.2.3 References to sections and clauses are to the sections and clauses of the Terms of Use unless referred otherwise.
1.2.4 Any words following the terms “including”, “include”, “in particular”, “for example”, “e.g.” or any similar expression shall be construed as illustrative and shall not limit the sense of the words, description, definition, phrase or term preceding those terms.
1.2.5 A reference to writing or written includes email unless otherwise provided in the Terms of Use.
1.2.6 A reference to in writing and signed means a signed agreement delivered via email or electronically signed (including basic electronic signature under Regulation (EU) No 910/2014 and digital signatures of platforms such as HelloSign, DocuSign, SignNow, and similar).
2. Excluded from the service
The Availability service commitment does not cover instances of Platform unresponsiveness (referred to as “Unavailability”), outages, suspensions, or terminations due to certain performance issues (referred to as “Service Level Exclusions”). These exclusions include:
- Factors beyond the Operator’s control, such as force majeure events, network intrusions, unresponsiveness, suspensions, or terminations of Client or third-party systems, Integrations with other parties, software, or infrastructure, and denial of service attacks.
- Outages resulting from actions or inactions of the Client or third parties engaged by the Client, missing Client data, errors caused by Client code or third-party code, or usage capacity exceeding the Client’s purchased amount or reasonable use limitations.
- Outages related to emergency maintenance on the Platform, such as installing security fixes.
- Outages due to scheduled maintenance, are typically conducted between 17:00 and 08:00 in the local timezone, with advance notification to the Client upon scheduling and 24 hours before the maintenance begins.
Additionally, unresponsiveness or erroneous responses of specific features or functions within the Platform, while other features remain available, will not be considered Unavailability of the Platform, unless the affected features or functions, when taken together, significantly impact the Platform.
In the event of any of the above outages, the Operator will make commercially reasonable efforts to minimise disruption, inaccessibility, and/or inoperability of the Platform. This may include utilising instances in another availability zone if available.
3. Upkeeping of SaaS standards
To maintain a current, ISO 27001-compliant service, we promise to continuously monitor, measure, and assess the performance of our information security management system (ISMS). This includes conducting internal audits, management reviews, and other appropriate methods to ensure that our ISMS remains effective and meets ISO 27001 standards.
4. Requests for Support Service
Clients can initiate support requests through various channels:
4.1 Using the Help function on the Platform, which will notify either the Operator or Price Consultant directly, depending on the nature of support required.
4.2. Submitting a support request via the “Contact Us” form on the Website.
4.3. Making a call-back request to a phone line listed on our website.
4.4. Send an email to support@surpluspricing.com, as listed on our website.
5. Availability of the Support Service
Throughout the Contract, the Operator will exert commercially reasonable efforts to promptly address incidents or errors reported by Clients within the specified timeframes as follows:
5.1.1 The Operator will strive to resolve any server availability issues of the Platform promptly, ensuring compliance with the availability commitment outlined in the Service Level Policy on a 24/7 basis.
5.1.2 The Operator will promptly respond to any requests submitted by the Client based on the criteria outlined in Clause 5.2.
5.2 The Operator will prioritise resolving Support Service requests that describe errors objectively arising from the Platform, significantly affecting the Client’s business operations while using the Platform as intended. Please see the prioritisation matrix below, which outlines different levels of urgency and impact for addressing Support Service requests:
Priority Level | Examples | Expected Response & Resolution Time |
Critical | Main user workflows are not working, Workspace is unresponsive, or Surplus Pricing cannot be accessed. | Surplus Pricing aims to resolve critical issues within one business day. |
High | Business-critical features are broken (e.g., quotes, invoices) or Accounting Integrations are not updating, causing significant impact if not fixed. | Surplus Pricing strives to resolve high-priority issues promptly. |
Medium | Permission-related issues, sunsetted modules, or unstandardised customisation services that impact long-term productivity but do not cause immediate critical impact. | Surplus Pricing addresses medium-priority issues in a timely manner. |
Low | Slow performance resolved by clearing cache, general product questions, or “how to” questions outside of the Support scope. | Surplus Pricing may address low-priority issues in future updates. |
5.3 In this Support Level Policy, “Normal Business Hours” refers to Monday through Friday, from 7 am to 5 pm UTC, and UTC+01:00 during Northern Hemisphere summertime.
6. Limitations
6.1 This Support Level Policy does not confer any rights to third parties who are not Clients of Surplus Pricing.
6.2 If the Client contacts the Operator through the Support Service email, Help request, or call-back request specified in this Support Level Policy but does not use the Support Service for reporting errors or availability issues, the availability commitment outlined in this Support Level Policy will not apply. However, the Operator will make reasonable efforts to respond to such requests.
6.3 This Support Level Policy is subject to the limitations outlined in the Terms of Use and the Fee Proposal Terms.
6.4 Support Service does not cover Unstandardised Customisation Services, such as creating or updating PDF templates, custom fields, importing, exporting, modifying, or linking customer data, and custom reports. Unstandardised Customisation Services require a separate agreement between the Operator and the Client, as per the Terms of Use.
6.5 The minimum charge for Unstandardised Customisation Services is 130 EUR. The final price will be based on the project’s complexity and required resources. Our team will commence work once the invoice is paid in full. If there are changes in requirements or additional resources are needed, pricing may be adjusted accordingly. Clients will be informed and consulted before any adjustments are made.
Valid from: April 30th, 2024
Last update: April 30th, 2024
