Service Terms / Service Level Agreement

Vyper Networks Ltd

These Service Terms / Service Level Agreement set out the general basis on which Vyper Networks Ltd provides IT support, cloud, hosting, email, Microsoft 365, backup, cyber security, file hosting and related services.

These terms should be read alongside any quotation, proposal, service agreement, support contract or managed service agreement agreed with the client.

Scope Of Services

Vyper Networks Ltd may provide:

Business IT support
Cloud-first IT strategy and support
Microsoft 365 services
Cyber security support
Endpoint security
Email security
Anti-spam and anti-malware support
Data backup and recovery
File hosting solutions
Website hosting
Email hosting
Customer portals
Remote support
On-site support where agreed
Business continuity support
Technical consultancy

The exact service scope will depend on the agreed quotation, contract or support arrangement.

Support Requests

Support requests should be submitted using the agreed method, such as telephone, email, support portal or customer portal.

Clients should provide clear information about the issue, affected users, affected systems, urgency, error messages and business impact.

Priority Levels

Support requests may be prioritised based on severity and business impact.

Critical Priority

Major service outage affecting multiple users, key systems, email, hosting, backups, security or core business operations.

High Priority

Significant issue affecting one or more users or services, with a material impact on business operations.

Medium Priority

Non-critical technical issue affecting normal work but with available workaround.

Low Priority

General request, advice, change request, user setup, minor issue or scheduled work.

Response Times

Any response times will depend on the client’s agreed support package or service agreement.

Unless a specific SLA is agreed in writing, response times are targets only and not guaranteed.

Response time means the time taken to acknowledge or begin reviewing a support request. It does not guarantee resolution within that period.

Resolution Times

Resolution times depend on the issue, third-party services, client availability, hardware availability, software vendors, internet connectivity, access permissions and complexity.

We will use reasonable efforts to resolve issues promptly, but resolution times cannot always be guaranteed.

Client Responsibilities

Clients are responsible for:

Providing accurate information
Providing authorised access
Maintaining valid software licences
Following security advice
Keeping passwords secure
Maintaining internal user discipline
Providing timely approvals
Maintaining suitable internet connectivity
Keeping third-party subscriptions active
Notifying us promptly of issues
Ensuring staff follow acceptable use and cyber security procedures

Planned Maintenance

Some services may require planned maintenance.

Where practical, we will aim to provide notice of planned maintenance that may affect services.

Emergency maintenance may be required without notice to protect security or service stability.

Third-Party Services

Services may depend on third-party platforms such as Microsoft 365, hosting providers, cloud platforms, backup providers, domain registrars, security vendors, broadband providers, software vendors and hardware manufacturers.

We are not responsible for third-party outages, service failures, price changes, policy changes or delays outside our control.

Uptime

Where hosting, email, file hosting or cloud services are provided, uptime may depend on third-party providers and the agreed service package.

No uptime guarantee applies unless expressly agreed in writing.

Exclusions

Unless agreed in writing, services may exclude:

Unsupported software
Unsupported hardware
Illegal or unlicensed software
Physical cabling work
Electrical work
Specialist software support
Data recovery from severely damaged media
Work caused by user negligence
Issues caused by third-party providers
Out-of-hours support
Major project work
Cyber incident response beyond agreed support scope

Charges

Charges will be set out in the agreed quotation, contract, invoice or service package.

Additional charges may apply for work outside the agreed scope, emergency work, out-of-hours support, third-party costs, licences, hardware, software, hosting, domain fees or project work.

Suspension Of Services

We may suspend services where payment is overdue, required information is not provided, systems are being misused, illegal activity is suspected, security is at risk, or continuing to provide services would breach law or third-party terms.

Review

These Service Terms may be reviewed and updated from time to time.

033 022 3 1562

info@vypernetworks.com