This Service Level Agreement (SLA) is between SF Software Limited, trading as Pebble (hereafter referred to as "the Company"), and the customer (hereafter referred to as "you").

Objective of the Agreement

The purpose of this agreement is to define the key services provided by the Company and the quality standards agreed upon with the customer regarding service delivery.

Scope of Services

The Company agrees to provide the following services:

1. Onboarding

• The Company will contact you within 5 business days after a new order is placed to supply a data collection form for gathering relevant information to build your system.
• A dedicated Project Manager (PM) may be assigned and will contact you within 5 business days to schedule a project kickoff meeting.
• An agreed implementation plan/schedule will be communicated to all stakeholders.
• Upon correct submission of the data collection form, the company aims to build the new system within a timeframe agreed with you.
• An email will be sent to the main user advising that the system is ready, along with an invitation to a training session to complete the onboarding.

2. Support Services

• Support is handled by the company Support Team, available during business hours (Monday to Friday, excluding public and Bank Holidays).
• Support requests will be responded to according to the following criticality matrix, provided a correct and working email address is supplied. Support is available via email, telephone, and in-app instant chat.

Note: Initial response times are based on standard business working hours and represent an acknowledgement of the issue raised.

3. Definitions and Protocols

• Critical Issues: Issues that stop or significantly disrupt customer operations or data integrity. These will be addressed immediately with temporary fixes acceptable to restore operations quickly.
• Major Issues: Issues affecting major features or functions but not completely debilitating. A workaround will be provided quickly, and a permanent fix within the set timescales.
• Minor Issues: Problems affecting some parts of the system without significantly impacting business operations. A workaround is usually sufficient until a more permanent solution is rolled out.
• Trivial Issues: Minor bugs or enhancements and feature requests that are not urgent.

4. Communication Protocol

• For Critical and Major issues, proactive and frequent communication is crucial. Updates will be clear, providing progress towards resolution and any potential workarounds or timelines.
• For Minor and Trivial issues, communication will focus on significant updates or changes to the expected resolution time frame.

5. Additional Charges

Additional charges may apply if the Company Support Team determines that the issue is with the customer's settings and not with the Company’s products and services. Advance notification and estimation of charges will be communicated before any work is carried out. Upon agreement, a Purchase Order (PO) or PO number must be provided to confirm acceptance of the work.

6. Service Availability

• Company software products are available 24 hours a day, 7 days per week.
• Telephone support is available within business hours (Monday to Friday, excluding public and Bank Holidays). Calls received outside business hours will not be forwarded; however, voicemails may be recorded.
• Email support is monitored within business hours. Emails received outside business hours will be collected, but action cannot be guaranteed until the next working day.
• In-app support is monitored within business hours. In-app messages received outside business hours will be collected, but action cannot be guaranteed until the next working day.

Note: Members of the Pebble support team may check emails outside business hours at their discretion and may respond at will.

Requesting Support

Support can be requested using the following methods:

• Telephone: 0845 710 1788
• Instant Chat
• Email: support@mypebble.co.uk

Response Times

• All telephone queries will be answered as soon as possible. During peak hours, this may not be by a member of the Support Team and may be delayed.
• For unanswered telephone queries, a Support Ticket will be created and assigned to the support team, who will respond in line with the Criticality Matrix.
• For unresolved telephone queries, a Support Ticket will be raised and assigned to the support team, who will respond in line with the Criticality Matrix.
• In-app support queries will typically be acknowledged within an hour; this may be longer during peak hours.
• Email queries will automatically generate a support ticket and be assigned to the appropriate team member, who will respond in line with the Criticality Matrix.
• Standard user support queries will typically be resolved within 48 business hours by 1st Line Support, but this may take longer during busy periods.
• Non-standard technical queries will be escalated to 2nd Line Support.
• Resolution of user error queries may incur charges at the Company’s standard hourly rate (£90 + VAT).
• Queries requiring Development Team involvement will be managed according to the Company’s testing and release schedule.

Technical Escalation Path

• 1st Line Support: Initial support tickets will be managed by 1st line support technicians. If unresolved, the issue will escalate to:
• 2nd Line Support: Support tickets requiring further attention will be handled by 2nd line support. If the issue persists, it may escalate further to:
• 3rd Line Support/Development: Further escalated support tickets will be addressed by 3rd line support and/or the development team, prioritised alongside current outstanding issues.

Escalation Reasons

Support tickets may be escalated for various reasons, including but not limited to:

• Complexity of the issue
• Urgency and criticality of the issue
• Discovery of widespread issues impacting multiple customers
• Capability of initial or secondary support technicians to resolve the issue within the specified timeframes
• An incident causing multiple support queries of the same nature