Service Level Addendum

Capitalised terms used but not defined on this page have the meaning given to them in the Agreement that refers to this URL (the “Agreement”).

  1. Support

    1. Sign In App shall provide telephone and email support services 24 hours a day, Monday to Friday, such business hours to exclude public holidays. For Critical issues Sign In App offers 24x7 support.
    2. When seeking support Customer shall use its best and reasonable endeavours to provide the fullest information possible to assist Sign In App in diagnosing any faults in either the Product or the Equipment.
    3. Sign In App’s support obligations and commitments on this page do not apply to software, equipment or services not purchased via and managed by Sign In App.
    4. Additionally, Sign In App’s support obligations and commitments on this page do not apply when:
      1. The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
      2. Customer has made unauthorised changes to the configuration or set up of affected equipment, software or services.
      3. The issue has been caused by unsupported equipment, software or other services.
    5. Support can be sought via the following contact channels:
    6. Contact Method Description
      Email – Emailed requests to the helpdesk will automatically create a new request (ticket).
      Telephone - +44 333 016 3551 (UK) +34 919 26 50 44 (Spain) +1 855-615-1590 (US) The Service Desk support team can be contacted via telephone for new requests or to discuss existing requests.
      Online chat Via the Sign In App website or Management Portal.
    7. The response time measures how long it takes us to respond to a support request raised via the above channels.
    8. Sign In App are deemed to have responded when Sign In App has replied to Customers initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.
    9. Problem Category Problem description Response Time
      Critical A problem which would make the system inoperable or unworkable for all Sign In App Customers. 1 working hours
      Severe A problem which would make the system operationally inconvenient in use. 2 working hours
      Medium A problem which is inconvenient but does not reduce the system's operational capacity. 8 working hours
      Minor A problem of a minor nature. 1 week
    10. Sign In App will always endeavour to resolve problems as swiftly as possible. Sign In App recognises that Customer’s systems are key to its business. However, Sign In App are unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary enormously. In all cases, Sign In App will make its best efforts to resolve problems as quickly as possible and will also provide frequent progress reports to the Customer.
    11. Sign In App had an uptime of 99.99% during 2021.