This Service Level Agreement (“SLA”) is entered into by between the purchaser of support services (“Support”) for Proper Plan, and Marabu Ltd, (“Licensor”), owner of www.projectsandprograms.com .
1.1. Support Hours. Licensor shall provide Support for Proper Plan during normal business hours, Monday through Friday, excluding holidays, from 07:00 to 19:00 United Kingdom time GMT or BST, which ever prevails. Licensor shall also endeavour to provide support for urgent issues outside of these hours for Licensees outside the United Kingdom in different time zones.
1.2. Support Channels. Licensor shall provide support for Proper Plan via email at support@projectsandprograms.com
1.3. Response Times. Licensor shall use commercially reasonable efforts to respond to support requests within 3 business hours of receipt.
2.1. Covered Issues. Licensor shall provide Support for issues related to the normal functionality and operation of Proper Plan.
2.2. Excluded Issues. Licensor shall not provide Support for issues related to the following: (a) issues caused by Licensee’s negligence, misuse, or unauthorized modification of Proper Plan; (b) issues related to Licensee’s hardware or software environment; (c) issues related to third-party software or services used in conjunction with Proper Plan; (d) issues caused by force majeure events.
3.1. Licensor warrants that it will use commercially reasonable efforts to provide Support services in a professional and timely manner.
3.2. Licensor does not warrant that Support will be uninterrupted or error-free.
4.1. Licensee shall pay Support Fees at the prevailing rate advertised on https://projectsandprograms.com. Licensor reserves the right to change Support Fees with a minimum of 1 calendar month’s notice via email to the Licensee.
4.2. If Licensee requires Support that is not covered by this SLA, Licensor shall notify Licensee of the additional fees associated with such services and obtain Licensee’s approval before providing such services.
5.1. This SLA shall commence on the date the Licensee purchases and commences payment for Support of Proper Plan and shall continue for as long as the Licensee continues to pay for the Support at the prevailing fee rate.
5.2. Either party may terminate this SLA upon written notice to the other party in the event of a material breach of this SLA by the other party that remains uncured for a period of 28 days after written notice of such breach.
6.1. Entire Agreement. This SLA combined with the General Terms and Conditions found here: https://projectsandprograms.com/terms-conditions/ constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior and contemporaneous agreements or understandings, whether oral or written, relating to such subject matter.
6.2. Governing Law. This SLA shall be governed by and construed in accordance with the laws of England and Wales, without regard to its conflict of laws principles.
If you have any questions about this SLA, You can contact us by email at support@projectsandprograms.com
