REPORTING OF INCIDENTS
The Supplier shall accept incident reports from the contact persons according to Article 13.3 of Annex No. 1.
The Supplier shall accept reports about Incidents through following means:
by an e-mail sent to address: support@closeit.co;
during the Operational time by telephone call to the number: +420 734 272 070 (Vojtěch Chadima); +420 604 373 592 (Tomáš Frais)
the Supplier may notify the Customer according to Article 13.3 of a change of these contacts.
When contacted with an Incident report, the Supplier shall:
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check the authorisation of the reporting person and only accept and solve reports from the authorised persons;
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register identity of the reporting person and his or her telephone number or e-mail address for the purpose of following contact;
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register the time of the report and
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This is Service Level Agreement between CloseIT s.r.o. (Supplier) and Customer (an entity that obtained a paid license for Subtasks Navigation App developed and offered on the Atlassian Marketplace by the Supplier).
1. REPORTING OF INCIDENTS
The Customer shall report Incidents by opening a ticket in CloseIT Subtask Navigation Plugin Service Desk.
The Customer shall cooperate in the Incident localization and resolution (using proper description, providing access to system console, access to application logs, screenshots, shared screen etc.).
The Supplier shall assess the severity of the Incident and whether the Incident is a Defect or not and inform the Customer about the result of such assessment and of the planned Incident resolution.
In case of dispute between the Parties regarding the severity of the Incident or whether an Incident is or was a Defect or not, Parties will try to settle the dispute amicably first through negotiations between authorised representatives. If the dispute is not settled after 30 (thirty) days after the day on which the nature of the Incident was first contested, any Party shall have the right to invite an independent expert from the field Cybernetics, field of Information Technology from the list of expert witnesses administered by the Ministry of Justice of the Czech Republic or any other independent expert agreed upon by the Parties. The expert shall with a definitive effect decide the severity of the Incident and/or whether the Incident is a Defect or not. The party whose allegation was in contradiction to the final decision of the expert shall bear the costs of the expert assessment.
2. INCIDENT RESPONSE AND RESOLUTION
Following Parameters are
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expected to be met by the Supplier for a response to and resolution of Incidents:
Business day | Monday to Friday, with the exclusion of public holidays in the Czech Republic | ||
Business hours | 9.00 – 16.00 CET during Business days | ||
Parameters of the service | |||
Incident priority | Description | Response time [Business day] | |
Fatal | All users and critical functions affected. Service completely unavailable. | 1 | |
Severe | Large number of users or critical functions affected. | 2 | |
Medium | Limited number of users or functions affected. Business processes can continue. | 3 | |
Few users or one user affected. Business processes can continue. | 44 working hours | ||
The Response Time is measured from the time of report notification to the Customer according to Article 31.3.4 1 to the time of first response by e-mail providing a solution or requesting further information(including automatically generated e-mails).
The Supplier is obliged to resolve an Incident only if the Customer provides the Supplier with cooperation necessary for resolution of the incident according to Article 3.4 and according to the instructions of the Supplier.The Supplier shall shall make the best effort to make corrections, if possible, and within a period-appropriate for the nature and type of discrepancy between the Software and the Technical Specification when the Software does not operate in accordance with the Technical Specification for reasons that are the responsibility of the Supplier.
DEFECTS REMOVAL
If the Incident is assessed in the assessment pursuant Article 3.5 of this Service Level Agreement as a Defect, it shall be solved under the regime of the Defects removal Service.
STANDARD SUPPORT
If the Incident is not a Defect, it shall be solved under the regime of the Standard Support Service.
Standard Support included in the price of the Services for the Term covers a resolution of maximum number of 6Incidents per Term, which are not Defects, each not requiring more than 4 hours of Supplier’s effort to resolve. If the maximum number of Incidents covered by Standard Support Service is reached, additional Incidents which will not be Defects will not be resolved. If the Customer claims an Incident is a Defect and such incident is resolved by the Supplier, later being confirmed the Incident was not a Defect, the Supplier is entitled to charge the Customer for resolution of the Incident according to the Price List
an Incident.