Technology service availability, support management and product release communication channels.

The SLA and performance measures will be reviewed throughout the agreement period against business needs and expectations. Where appropriate, service levels and their associated measures may be altered by Fresh Relevance during the life of this agreement to provide more effective performance assessment.

* Platinum Support has been renamed as Premium Support.

Our support team is responsible for remedying faults within the application. We use an incident ticketing system to record all incidents reported to us. The support team will provide you with a ticket reference number and regular updates at agreed intervals during incident handling and rectification process (wherever applicable).

Where we experience widespread outages or interruption to normal service, we’ll provide regular updates via dotdigitalstatus.com. We’ll additionally provide detailed root cause analysis (RCA) reports for all Priority 1 – Urgent issues (see table below for more details on priority).

The response time is the maximum duration time from when you report an incident, to the time an initial response is sent back to you. We aim to answer telephone calls within 15 seconds (on average).

The table below shows ‘initial response’ and ‘ongoing update’ target times for support requests:

* Platinum Support has been renamed as Premium Support.

Support services do not include:

The following incident resolution definitions apply:

Workaround (Temporary Fix)

An agreed temporary workaround of the incident will allow you to use the service without noticeable degradation in the service as per the requirements of that priority level. Also, in some instances a temporary fix may not be available or appropriate in which case we’ll inform you of the estimated permanent fix resolution time. When a workaround/fix is provided, we’ll agree with you on the timescales for the delivery of the permanent fix.

Permanent Fix

A permanent fix of the incident that restores the system to full performance and functionality, consequently becomes part of the installed/maintained hardware/software. In some instances, the temporary fix can become the permanent fix. However, for SLA monitoring purposes we’ll treat Priority Level 1 incidents and service affecting Priority Level 2 incidents as resolved when a workaround is implemented, and you are able to use the service without noticeable degradation.

We provide several channels to share platform information in addition to staffed departments such as Support and Customer Success.

At all times, the operational status of the platform is shown in real-time on our status page at dotdigitalstatus.com. This area will include summaries of RCA reports which are posted publicly according to our policy on openness and transparency. This page is independent of our infrastructure and will continue to operate regardless of application status.

As part of this agreement, we’d like you and your colleagues using the platform to subscribe to the status service via email, SMS or both to receive notifications.

Our resource centre is available at support.freshrelevance.com and includes details of past platform updates, feature requests, FAQs and useful information on platform functionality. We provide best practice and industry information on the Fresh Relevance blog at freshrelevance.com/blog/.

In that event target response times are not being met, an incident is of a particularly sensitive nature or you are not satisfied with the support service provided, you should ask to speak with a Support Team Manager/Lead in the first instance.

If you are not satisfied with the response at this point, you should ask to speak with the Support & Customer Service Director. You can at any time discuss details of your account and support services with your Customer Success Representative.

We’re a Software as a Service solution and therefore run a shared environment. The platform is regularly updated with new features and functionality as well as bug fixes. These updates are made on a dynamic schedule and are non-disruptive to customers.

If we identify a significant change that could impact you, we’ll document these changes and send to you via email. This email will include both the details of the change and any risk factors this may have no later than 24 hours before the scheduled release time.

Full details updates will be posted on our Help Center after deployment and can be accessed at Announcements.

We’re responsible for ensuring adequate capacity planning is undertaken on a regular basis and we’ll communicate to you via dotdigitalstatus.com any instances where capacity issues may impact upon the user experience.

All updates to software and hardware follow a structured process that includes:

Scheduled downtime may be necessary for us to carry out essential maintenance. We’ll use commercially reasonable efforts to keep downtime to a minimum. In any event, scheduled downtime will not exceed four hours per month unless prior written notice is sent to you. We’ll keep all downtime to a practical minimum, but we need you to be aware the duration of the outage will vary dependent on the work being completed.

We’ll communicate any scheduled downtime via dotdigitalstatus.com and will give you at least six working days’ notice. This excludes emergency maintenance which is considered unscheduled downtime. We’ll take the needs of customers into account when planning scheduled downtime, but as the platform is a shared environment, we need consider the needs of all customers. Notifications will include details of the scope, duration and likely impact of the intended works.

You can visit our contact us page for our full contact information. Our support team operates 24 hours a day, Monday to Friday. Occasionally, we adjust our regular opening hours over holiday periods, such as Christmas and New Year. If we do, we’ll communicate them via our contact us page.