Support Policy

The Parties acknowledge and agree that faults may arise in respect of theSolution, (“Faults”). There are three levels of Faults defined below:

  • “Inoperative faults”: these include Faults which render the Platform and Dashboard and/or the Solution totally inoperative or non-functioning.
  • “Degrade Faults”: these include Faults which result in serious degradation and/or deterioration in respect of the Platform and Dashboard and/or the Solution. For example, a Degrade Fault could include the failure to function of a single ingestion agent (e.g. email), or alerts not flowing to email.
  • “Minor Faults”: these include Faults which render the Platform and Dashboard and/or the Solution partially inoperative. For example, a Minor Fault could include a field of Data not being translated correctly, or the partial failure of a single ingestion.

In response to a Fault Report from the Client reporting a Fault to IPS, the IPS Support Contact will implement a structured fault response and management process.

IPS Personnel are available and will provide the Support Services in respect of the Platform and Dashboard during the Normal Business Hours of 9:00 – 17:00 London, Monday – Friday. Excluding Public holidays

IPS undertakes to only act on Fault Reports that are received from the named Client Support Contact.

For each request in respect of a Fault which is addressed by IPS, the IPS Support Contact will complete and deliver a report to the Client as soon as reasonably practicable.

The Fees cover support for the hosting platform as delivered, as follows:

  • the “Platform and Dashboard Hosting Platform”. This comprises the third party search engine, AWS, Elastic.co Hosting, or Azure platform, upon which the Platform and Dashboard depends; and
  • the “Data Ingestion Platform”. This comprises the third party search engine, AWS, Elastic.co Hosting, or Azure platform upon which the data ingestion depends.

Support for the Platform and Dashboard  

  • IPS shall address Faults that arise in respect of the Platform and Dashboard in accordance with the Target Response Times set out below:
    • Inoperative Faults: If this is within IPS’s capability, IPS shall achieve a Resolution of Inoperative Faults within one (1) Business Day.
    • Degrade Faults: IPS shall provide an interim solution or workaround in respect of Degrade Faults within five (5) Business Days. The interim solution or workaround must be deemed by the Client Support Contact to be acceptable based on the degree of additional work involved.
    • Minor Faults: IPS shall correct Minor Faults within the next upgrade in respect of the Platform and Dashboard or within a reasonable time period given IPS’s resource availability and upgrade schedule.

Support for the Hosting Services

  • IPS shall address Faults that arise in respect of the Hosting Services in accordance with the Target Response Times set out below:
    • Initial Call–Back
      • IPS shall provide an initial call back to the Client in respect of all Faults in respect of the Hosting Services within one (1) hour of receipt of a Fault Report.
    • Third Party Escalation
    • Inoperative Faults: IPS shall log a priority fault ticket with the relevant Third Party Software provider/vendor within one (1) hour;
    • Degrade Faults: IPS shall log a support ticket with the relevant Third Party Software provider/vendor within two (2) hours; and
    • Minor Faults: IPS shall log a support or product enhancement ticket with the relevant Third Party Software provider/vendor within four (4) hours.
    • Fault Update
      • Inoperative Faults: IPS shall update Client in respect of progress in addressing Inoperative Faults once per hour;
      • Degrade Faults: IPS shall update Client in respect of progress in addressing Degrade Faults once every four (4) hours; and
      • Minor Faults: IPS shall update Client in respect of progress in addressing Minor Faults once per working day.

For the purposes of this policy:

“Resolution” in connection with a Fault is defined as applying procedures which allow the Platform and Dashboard to conform in all material respects with the Specification;

“Response Time” in connection with a Fault is the time beginning when IPS receives a call to its help desk or a complete web form has been logged, (“Fault Report Acceptance”). It is for the IPS Support Contact to undertake its investigation to identify the problem as a Fault in accordance with the fault reporting procedure.

All calls will be logged centrally by Client with the IPS service desk via email or by completing a web form. Client can track the progress of its issue(s) at any time and any activity is emailed.  This is the primary notification channel.

Generally, any support for the Hosting Services will be provided remotely on the Azure, Elastic.co Hosting, or AWS platform. If, however, the Fault involves a Client support issue, support will be provided via a TeamViewer remote control session.

IPS will provide a monthly statement to the Client Support Contact in respect of calls raised and work completed regarding Faults with the Hosting Services.