Service Level Agreement
This is our standard SLA for customers who have a support package with us.
Perfidious Albert Limited offer a limited-service level target (SLT) to all customers who hold valid support arrangements. This document explains the support services we offer and the targets we set ourselves in providing that support service.
We offer the following services and resources as part of a support agreement:
- Office hours email support
- Shared public cloud infrastructure to run the service subject to reasonable usage levels
- Future software updates as outlined by our roadmap. (This excludes consultancy & training services, on-site visits of any kind, web design, data migration and any labour or 3rd party services that may be required from time to time to enable such a feature for a customer.)
- A 'fair usage' total level of resources for support
Support Services as Part of the Agreed Resources
Access to Helpdesk
Submit a Support Ticket Online
Standard support hours are 9am to 5pm, Monday to Friday
UK & Ireland public holidays and company days e.g. nonpublic holidays between St Stephen’s Day & New Year’s Day are excluded from standard support hours.
Support is limited to fair usage.
Support Priorities
Upon receiving your support request, we will assign it a priority based on the information provided. If there is not enough information to support a priority decision, we will assign a priority of normal.
The table below explains the meaning of priority levels assigned to reported support issues.
| Priority | Description | Typical Examples |
| Critical | The system is offline, customers are impacted. There is no reasonable workaround. | Complete failure or unavailability of the platform, systematic failure of the online sales system or other key functions. |
| High | There is a major issue affecting the ability of everyone (not just one person) to do their job effectively and there is no reasonable workaround. | Orders are going through but contain incorrect information/Pricing is incorrect. |
| Normal | The main function of the system is operating normally, but a supporting feature has failed. | Failure contact/registration forms, broken links, missing images, non-essential app functions, transient/intermittent issues relating to ordering or processing of data. |
| Low or Trivial | The system is operating normally, but the visual appearance is affected, or a supporting feature has failed | Misspelling or grammar errors, graphic design and layout issues, minor omissions and errors in website or app content. |
Response Times
The table below outlines our targeted 1st, 2nd response times and reporting intervals to customer reported issues.
| Priority | 1st Response | 2nd Response | Notes |
| Critical | 1 working hour | 2 working hours | Response to include initial diagnosis of problem. Regular telephone and/or ticketing system follow up will be issued until problem has been resolved at intervals of no more than 1 working day following 2nd response. |
| High | 2 working hours | 4 working hours | Response to include initial diagnosis of problem. Regular telephone and/or ticketing system follow up will be issued until problem has been resolved at intervals of no more than 1 working day following 2nd response. |
| Normal | 1 working day | 1 - 3 working days | Response to include initial diagnosis of problem. Regular telephone and/or message in ticketing system to follow up will be issued until problem has been resolved at regular intervals (e.g. every 1-3 days). |
| Low or Trivial | 1 working day | 3+ working days | Response will acknowledge problem and outline corrective action required. Follow up communications will generally be based on committed milestones in the request or on customer request. |
Escalation
Should you not be happy with the response from the support team you may escalate the issue by asking to speak to your Account Manager who will assess the issue and report back to you promptly.
Out of Hours Support
Out of hours support is only provided by prior agreement and is subject to the availability of qualified resources to provide such support and the agreement of a fee per hour or part thereof. We reserve the right not to provide such a service should appropriate resources not be available.
Version Control
Perfidious Albert Limited backup and keep all source files (software code) under strict version control. This allows us to manage and track changes and software releases effectively. We operate a regular backup schedule of all data under our control and backups are kept in a secure secondary location (excluding Shopify websites which we do not store source code for).
Backup of Live Data
Perfidious Albert Limited do not routinely maintain periodic backups of your databases. Data Requests to restore data are generally not included within the support fee. Work required to restore data will be estimated for you and charged at our standard hourly rate e.g. you want to rollback your catalogue for your own reasons we would agree a charge and carry that out for you. An exception is recovery due to any system outage that is accepted as the responsibility of Perfidious Albert Limited our infrastructure partners, in these cases will be provided the restoration of the last backup of data at no charge.
Validity of Cover/Warranty
Warranty is subject to your financial account with us being in good standing i.e. All invoices are settled within agreed terms. Additionally, the use of 3rd party integrations is not covered by our SLA terms. Any such scenarios will result in customisations and extra development work having to be performed on the product you have ordered from us.
Limitation of Liability
We offer no financial remedies or compensation regardless as to the type, severity or cause of the problem(s) reported. The customer is encouraged to obtain third-party insurance or additional support cover to cover any potential losses or costs arising from the non-operation of the services, software or hardware provided or for non-achievement of targets or estimates provided