Jurisdiction(s):
United Kingdom

Service Level Schedule: Hardware/Software Fault Resolution Support with P1-P4 Priorities, Support Hours, End of Support, Exclusions, Service Credits, Reporting and Termination

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Service Level Agreement

1 Definitions

1.1 In this Schedule:

  • 24x7x365 means twenty-four hours a day, seven days a week, all year round (or 366 days where it is a leap year);
  • Business Day means any day that is not a Saturday, Sunday, or a public or bank holiday in England;
  • [ Critical Service Level Failure means a failure by the Supplier to obtain a P1 Resolution in line with the P1 Resolution Service Level (subject to paragraph 4) on [ [ three ] occasions in any [ three ] Month period OR define as appropriate ] ; ]
  • End of Support means that: (a) the version of any software within the Supported System; or (b) any hardware model within the Supported System, has reached its end-of-support date (as notified by the Supplier or the relevant third party manufacturer) applicable to all users in the market for that software version or hardware model and is therefore no longer supported by the Supplier (or the relevant third party manufacturer);
  • Fault means any [ material ] defect, error, or failure in the Supported System (or any part of it);
  • Malware means any ‘back door’, ‘time...
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Web page updated on 22/05/2026

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