Service Level Agreement

During the continued operation of the Services, the Customer shall be responsible for the following Services Components and provisions:

Notifying immediately and directly to Topsec Cloud Solutions Help Desk any problems that occur while using the Services.
Providing to Topsec Cloud Solutions Help Desk on request all such information, regarding the circumstances under which a Services problem has occurred, as Topsec Cloud Solutions requires to resolve the problem.
Notifying to Topsec Cloud Solutions Help Desk, immediately and directly, any changes to the Software Components or other related systems operating on the Customer’s internal systems that may affect the correct operation of the Services.

Services Hours

Normal Helpdesk Services shall be provided by Topsec Cloud Solutions to the Customer during standard Help Desk hours from 08:00 to 18:00 Monday to Friday, excluding all Public Holidays, but with the following exclusions:

Periods for scheduled backup and maintenance on any of the Services Components. (Such periods shall be notified to the Customer at least one week prior to the occurrence and shall be performed outside normal working hours)
Periods for occasional maintenance interventions. (These shall be notified to the Customer at least one working day prior to their occurrence)

Emergency Helpdesk Services are proved on a 24 x 7 x 365 basis for customer impacting issues.

Services Performance Level

Topsec Cloud Solutions will endeavor to ensure that any outages in relation to any of the services supplied to the Customer will be communicated directly to the Customer within 30 minutes of such outage.
Topsec Cloud Solutions will endeavor to acknowledgement receipt of support/DNS requests within 1 hour.
Reported technical issues are typically resolved within 1 hour.
Reported DNS issues are typically resolved within 1 working day.

QUESTIONS:

Questions regarding our Service Level Agreement can be directed to our support staff by clicking on the “Contact Us” link in the side menu. Or you can email us here.