1 GENERAL
1.1 Mobizimo will make the Services available to the Customer as described on the Mobizimo web site.
1.2 Mobizimo will use reasonable endeavours to ensure the following service levels:

  • Minimum uptime of web based Mobizimo Management Console : 99.5%
  • Minimum uptime of Mobizimo Mobile Connect and Messaging Gateway : 99%
  • Minimum success in message delivery : 99%

1.3 The service levels are subject to the maintenance requirements set out in Paragraph 6 below.
2. FAILURE CLASSIFICATIONS
2.1 All Failures shall be reported by the Customer to Mobizimo as detailed below stating the nature of the Failure
2.2 Once a Failure has been reported and Mobizimo has performed initial investigations, Mobizimo will respond to the Customer by email with the following information:

  • Time Failure reported
  • Severity
  • Estimated time to resolve Failure

2.3 Mobizimo will classify Failures as follows:

  • Severity I. Services or key areas of the service are unavailable
  • Severity II. Any other Failure which impacts mobile users or message recipients
  • Severity III. A Failure which impacts the Management Console or general system administration
  • Severity IV. All other Failures

Mobizimo is not responsible for issues relating to problems with the network providers
2.4 Failures will be closed when Mobizimo reasonably determines that the closure of the Failure has occurred.
3. FAILURE REPORTING
3.1 Customer shall report Failures to Mobizimo using the following methods:

  • by email to support@Mobizimo.co.uk

3.2 Mobizimo will use all reasonable endeavours to respond to the Target Response and Fix Times set out in Paragraph 4 below.

4. TARGET RESPONSE AND FIX TIMES
The following target response and fix times will apply:


Failure Severity

Target Response

Target Fix Time

Progress reports

Severity I

Immediate

2 hours

Every 30 minutes until resolution

Severity II

60 minutes

4 hours

Every hour until resolution

Severity III

4 hours

1 day

At resolution or as agreed for specific failure

Severity IV

1 day

5 days

At resolution

5. CONTACT DETAILS AND ESCALATION PATHS
The following escalation matrix will apply:

 

Severity I

Severity II

Severity III

Severity IV

Support Desk

Immediate

Immediate

Immediate

Immediate

Account Manager

2 hours

1 day

2 days

n/a

Director

4 hours

2 days

n/a

n/a

6. MAINTENANCE
6.1 Mobizimo may require short periods of unavailability of Services for maintenance reasons and in order to implement changes and upgrades.
6.2 Mobizimo will use all reasonable endeavours to perform maintenance outside of normal working hours
6.3. Maintenance unavailability is excluded from the total available time in the calculation of service availability.