Pristine Systems Ltd
Duke House,
15 Seymour Street,
The Royal Asenal,
London, SE18 6SX
Email: info@pristinesystems.net
SERVICE LEVEL AGREEMENT
BETWEEN
Pristine Systems Limited
AND
XXXXXXX
Summary of Service
Introduction
This Service Level Agreement has been prepared to identify the areas of
Service and responsibility for the provision of support and project work to
XXXXXXX by Pristine Systems Limited. The remainder of this section
Provides a brief summary of the service.
Service Overview
Pristine Systems Limited will provide without limitation the following
services:
- Technical support for all IT hardware and software currently in use by
XXXXXXX. This support will be provided either by an onsite visit or remotely e.g. telephone or remote access via the Internet. In all cases Pristine Systems Limited will endeavour to minimise business disruption to XXXXXXX.
- Specific service levels will be agreed with the customer, dependant
on their requirements. In principle, Pristine Systems expects to respond to urgent issues requiring onsite support within 4 hours, and telephone requests within 1 hour.
- Advice on future IT requirements and, if so directed, will carry out
any upgrades or improvements that are deemed necessary. In the
case of extensive work, a variety of options will be presented to XXXXXXX along with pricing for each option and a final recommendation.
Any software supplied by Pristine Systems Limited will be appropriately
Licensed and Pristine Systems Limited will supply evidence of this.
However, Pristine Systems Limited will not take responsibility for the
Licensing of software not provided by it and will therefore accept no liability for such software. Pristine Systems Limited will endeavour to always have the same engineer visiting a customer site, as it believes this provides for a better level of service.
Pristine Systems Ltd
Duke House,
15 Seymour Street,
The Royal Asenal,
London, SE18 6SX
Email: info@pristinesystems.net
Cost of Service
Pristine Systems Limited shall provide detailed invoices including time,
Date, hours of work spent and nature of work.
Onsite support work will be charged at £# per hour in 60 minute intervals.
Telephone or other forms of remote support will be charged at £# per hour in 30 minute intervals.
Confidentiality
Except as contemplated by the terms hereof or as required by applicable
Law or pursuant to an order of a court with competent jurisdiction, Pristine Systems Limited shall ensure and procure that each of its employees,
Directors, officers, agents or representatives who provide a service to
XXXXXXX shall keep confidential all non public information provided to it by XXXXXXX and/or to which it has access as a result of the services provided here under and shall not disclose or otherwise make available such information to any third party. Pristine Systems Limited agrees to be
Fully responsible for any breach of this provision by any of its employees,
Directors, officers, agents or representatives.
Agreement
The representatives below agree this Service Level Agreement between
XXXXXXX and Pristine Systems Limited.
_______ ____________________
Director of Management
On behalf of Pristine Systems Limited On behalf of XXXXXXX
Date: _____________ Date: _____________
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