Our Services are available for at least 99.5% of the time (i.e. 24 hours a day, seven days a week) computed over a calendar year ("Availability"). Specifically excluded from the calculation of Availability are:
We reserve the right to make changes to this Service Level Agreement. We will provide you with reasonable notice when material changes are made, e.g., by displaying a notice on our website or by sending you an email. Your continued use of the products and services after the changes have been made indicates your acceptance of the changes. If you do not agree to the changes, you must terminate your Agreement with us in accordance with the Callisto Terms & Conditions.
Primary support is offered during United Kingdom office hours of 09:30 to 17:30 during Monday to Friday, seasonally adjusted for Daylight Savings Time (DST), and excluding Canadian and United Kingdom statutory days (“Primary Support”). During the hours outside of the Primary Support period, secondary support is available via email only.
Support requests should be emailed to firstname.lastname@example.org in order to create a ticket in our support system. Our office telephone numbers are also available to receive telephone support requests, but it is requested that tickets be raised via email first so as to initiate our internal processes correctly.
For all requests within our Primary Support hours we will make every reasonable effort to:
We make reasonable efforts to fix bugs in our software as they are discovered and taking into consideration our assigned priority of any bug in accordance with the Customer Support Target Process. Not all reported bugs are determined to be actual defects. In any case we will make reasonable efforts to agree with you what bugs need to be fixed. If we cannot come to agreement, then you may escalate the issue to one of our senior management: CEO or Head of Agency Services who will make reasonable efforts to come to agreement on the appropriate course of action.
Date of last update: 28 Nov 2018