Support Services Policy

This Support Services Policy outlines the Policy of iTrain Legal Limited, 5th Floor, 167-169 Great Portland Street, London, W1W 5PF, registered Company Number 11042887, ("Supplier") in relation to the support provided under the contracts with the Client defined in a Schedule.

Introduction

This Policy should be read alongside the General Terms and Schedules to the Terms between the Client and the Supplier. Although the Policy covers key areas of the Client’s support, the General Terms and Schedules may include areas not covered by this Policy.

Purpose

This Policy sets out what levels of availability and support the Client is entitled to receive for specific parts of the service.

Services Covered

This Policy covers only the services in the table below. This list may be updated at any time, with agreement from both the Client and Supplier. Please note:

• The Supplier defines Service Uptime for items with a tick in the Uptime column.
• The Supplier defines Support Service Response Times for items with a tick in the Response Time column.

Service	Uptime	Response Time
Chatbot Ali Automated Service	✓	✓
Academy LMS Learning Management System and Content Portal	✓	✓

Exclusions

This policy is written in a spirit of partnership. The Supplier will always do everything possible to rectify every issue in a timely manner. However, there are a few exclusions. This Policy does not apply to any Services not listed above.

Additionally, this Policy does not apply when:

• The problem has been caused by using equipment, software or service(s) in a way that is not recommended.
• The Client has made unauthorised changes to the configuration or set up of affected equipment, software or services.
• The Client has prevented the Supplier from performing required maintenance and update tasks.
• The issue has been caused by unsupported equipment, software or other services.

Supplier Reponsibilities

The Supplier will provide and maintain the Services used by the Client. The General Terms and Schedules between the Supplier and the Client includes full details of these responsibilities. Additionally, the Supplier will:

• Ensure relevant Services are available to the Client in line with the uptime levels listed below.
• Respond to Support Requests within the timescales listed below.
• Take steps to escalate and resolve issues in an appropriate, timely manner.
• Maintain good communication with the Client at all times.

Client Responsibilities

The Client will use the Supplier-provided Services as intended. The General Terms and Schedules between the Supplier and the Client includes full details of the Services and their intended uses. Additionally, the Client will:

• Notify the Client of issues or problems in a timely manner.
• Provide the Supplier with access to equipment, software and services for the purposes of maintenance, updates and fault prevention.
• Maintain good communication with the Supplier at all times.

Service Uptime

The Supplier’s Policy is that the relevant Services will be available for 95% of the time. This applies to items in the Services covered in the above table that show a cross in the Service Uptime column.

Response Times

When the Client raises a support issue with the Supplier, the Supplier promises to respond in a timely fashion. The response time measures how long it takes the Supplier to respond to a Support Request. Response times are measured from the moment the Client submits a Support Request via the agreed channels. The Supplier is deemed to have responded when it has replied to the Client’s initial request. This may be in the form of an email or telephone call, to either provide a solution or request further information.

The Supplier’s Policy is that a Support Request raised will receive a response within 1 hour. This applies to items in the Services covered in the above table that show a cross in the Service Uptime column.

Response times apply during standard working hours (09:00 – 17:00 UK Time) only, unless the Schedules between the Client and Supplier specifically includes provisions for out of hours support.

Resolution Times

The Supplier will always endeavour to resolve problems as swiftly as possible. However, the Supplier is unable to provide guaranteed resolution times. This is because the nature and causes of problems can vary. In all cases, the Supplier will make its best efforts to resolve problems as quickly as possible. It will also provide frequent progress reports to the Client.