The Company known as SF Software Limited, trading as Pebble, is hereafter referred to as the Company.

Objective of the Agreement

The purpose of this agreement is to describe the key services the Company provides in relation to the Company products and the quality standards agreed with the customer in terms of service delivery.

Service Level Agreement

The following parameters identify the Company's agreement to you in support of the Service Level Agreement.

• Once a new order is placed the Company setup team will be in touch within 1-2 business days to supply you with a data collection form so the Company can collect all relevant information to build their new software.
• When the data collection form is submitted correctly the Company aim to have the new software built within 3-4 business days; if other data is required then this timescale may be extended pending a file of data from you to complete the software build.
• An email will then be sent to the main user advising the software is ready and inviting the user to a training session to complete the process.

Support Level Agreement

• Support is handled via the Company Support Team.
• The Company Support Team will respond to any support request within 24 business hours (Monday to Friday, excluding Bank Holidays), subject to the provision of a correct and working email address being provided. Support is available through email, telephone and in-app support.
• Additional charges may be made for the use of remote access software if necessary to resolve the issue if the problem is deemed to be an issue with the subscriber’s settings and not with the Company.

Service Availability

• Company software products are available for customers to use 24 hours a day, 7 days per week.
• Telephone Support: within business hours (Monday to Friday, excluding Bank Holidays)(excluding Bank Holidays).
• Calls received out of the business hours will not be forwarded.
• Email Support: Monitored within business hours (Monday to Friday, excluding Bank Holidays).
• Emails received out of office hours will be collected, however no action can be guaranteed until the next working day.
• In-app Support: Monitored within business hours (Monday to Friday, excluding Bank Holidays).
• In-app messages received out of office hours will be collected, however no action can be guaranteed until the next working day.

Response Times

• All telephone queries will be answered as soon as possible, but during peak hours this may not be by a member of the Support Team
• For telephone queries not answered by the Support Team, a Support Ticket will be created and assigned to the appropriate member of the team who will respond within 24 business hours
• For telephone queries that can’t be resolved first time, a Support Ticket will be raised and assigned to the appropriate member of the team who will respond within 24 business hours
• All queries raised via in-app support channels will typically be acknowledged by the appropriate member of the team within an hour; this may be longer during peak hours
• For all email queries, a Support Ticket will be created and assigned to the appropriate member of the team who will respond within 24 business hours
• All standard user support queries will typically be resolved within 48 business hours
• All non-standard technical queries will be escalated to 2nd Line Support for resolution
• Resolution of non-standard technical queries that are the result of user error may be charged according to the Company's standard hourly rate for support which is £60.
• Any queries which require work from the Development Team to resolve will be managed in accordance with the Company's testing and release schedule