Service Level Agreement
This SLA forms part of the Master Services Agreement between Netix Digital Ltd (Supplier) and our clients (Customer). It outlines our service commitments, responsibilities, and remedies for service failures.
1. Services covered
This agreement applies to the following managed services provided by Netix Digital:
- IT helpdesk and user support
- Network monitoring and management
- Cloud infrastructure services
- On-premise infrastructure support
- Backup and disaster recovery services
- Security services (anti-virus, patch management)
Third-party services not explicitly listed above are excluded from this SLA.
2. Key definitions
Business hours: 08:30 to 18:00 GMT, Monday to Friday, excluding UK public holidays.
24/7 support: available if contracted; otherwise incidents outside business hours are addressed the next business day.
Incident: an unplanned service interruption or managed device failure, categorised by severity.
Response time: duration from incident report to initial acknowledgement and diagnosis.
Resolution time: duration from report to service restoration or workaround implementation.
Uptime: service availability expressed as a monthly percentage, calculated as ((Total minutes minus Unplanned Downtime) / Total minutes) × 100%.
Scheduled maintenance: pre-planned downtime excluded from uptime calculations.
3. Service availability commitment
- Core services uptime: 99.9% each calendar month
- 24/7 system monitoring with automatic engineer alerts
- Monthly uptime reports available on request
Uptime measurement: service availability is measured by the Supplier's monitoring platform, which constitutes the authoritative source for uptime calculations. The Supplier shall make monitoring data available to the Client on reasonable request. In the event of a dispute regarding measured downtime, the parties shall review the monitoring data together and agree the applicable measurement. If agreement cannot be reached, the dispute resolution provisions of the MSA shall apply.
4. Incident priority levels and response times
| Priority | Description | Response | Resolution target |
|---|---|---|---|
| P1 · Critical | Major business outage, network down, security breach | 15 minutes (24/7) | 4 hours |
| P2 · High | Multiple users affected, critical feature unavailable | 1 hour (business hours) | 1 business day |
| P3 · Medium | Small user group impact, non-critical system | 4 hours (business hours) | 2 to 3 business days |
| P4 · Low | Minor issues, routine requests | 1 business day | 5 business days |
Security incidents are classified as P1 regardless of time of day.
5. Customer support and communication
Support channels
- Phone: 0333 358 4123
- Email: [email protected]
- Client portal: pulse.netix.digital
Status update frequency
- P1: hourly updates during resolution
- P2: every 4 hours
- P3 / P4: daily or on status change
Escalation path
Service Desk Team Leader → Service Manager → Technical Director.
Planned maintenance notice: the Supplier shall provide the Client with at least 5 business days' written notice of scheduled maintenance that may affect service availability. Where 5 business days' notice is not practicable (for example where a vendor or upstream provider requires urgent maintenance, or where an emergency security patch must be applied), the Supplier shall provide as much notice as reasonably possible, and in any event not less than 24 hours.
Service reviews: quarterly meetings (or monthly if agreed).
6. Scheduled maintenance and exclusions
SLA commitments do not apply to downtime caused by:
- Scheduled maintenance: typically Sundays 00:00 to 04:00; emergency patches communicated as soon as practicable.
- Customer-approved changes: downtime caused by customer-authorised modifications.
- Third-party issues: ISP outages, external service failures, customer infrastructure.
- Force majeure: natural disasters, widespread infrastructure failures beyond our control.
- Large-scale cyberattacks: DDoS or widespread malware where best practices were followed.
7. Service credits for SLA breaches
Response time missed
5% of monthly fee per incident; capped at 20% of monthly fees in any calendar month.
Resolution target missed
- P1: 10% of monthly fee
- P2: 5% of monthly fee
Availability SLA breach
- 99.0% to 99.9% uptime: 5% credit
- 95.0% to 98.9% uptime: 10% credit
- Below 95.0% uptime: 20% credit
Maximum credit: 50% of monthly service fees in any given month.
Claiming credits: notify us in writing within 30 days of the breach. Credits are the sole compensation for SLA failures.
Resolution credits: P3 and P4
Service credits do not apply to missed resolution targets for P3 (Medium) or P4 (Low) priority incidents. P3 and P4 resolution targets are provided as guidelines reflecting normal operating performance. Persistent failure to meet P3 or P4 targets may be raised through the service review process.
Application of credits
Approved service credits shall be applied as a deduction against the next monthly invoice following approval. If the credit exceeds the value of the next invoice, the balance shall carry forward to subsequent invoices until fully applied. Where this Agreement or the affected SOW terminates before credits are fully applied, the Supplier shall refund any remaining credit balance within 30 days of the termination date. Service credits are the Client's sole and exclusive remedy for the relevant SLA failure and do not give rise to any further claim for damages.
8. Security and data protection
We comply with the Data Protection Act 2018 and UK GDPR. Our security measures include:
- Current anti-virus and anti-malware on all endpoints and servers.
- Patch management timelines: the Supplier shall deploy security
patches in accordance with the following timelines, measured from the date the
patch is made generally available by the vendor:
- Zero-day or actively exploited vulnerabilities: as soon as reasonably practicable, targeting deployment within 72 hours. Where immediate patching is not feasible, the Supplier shall implement compensating controls (such as blocking rules, access restrictions, or temporary service isolation) within 24 hours and notify the Client.
- Critical severity patches (CVSS 9.0+): within 14 days of release.
- High severity patches (CVSS 7.0 to 8.9): within 30 days of release.
- Medium and low severity patches: within 60 days of release, or as part of the next scheduled maintenance window, whichever is sooner.
- 24/7 monitoring of critical systems.
- Multi-factor authentication for all administrative access.
- Encrypted backups for sensitive data.
Customer responsibilities
- Maintain strong passwords and follow security guidelines.
- Coordinate third-party changes with Netix Digital.
- Report suspected security breaches immediately.
Security incident response
All security incidents are treated as P1. Customers are notified without undue delay (target: within 1 hour). A written incident report is provided after resolution.
9. Termination for repeated failure
Trigger: SLA failures for 3 consecutive months, or 4 months in any rolling 6-month period.
Notice: 30 days' written notice to remediate. Failure to improve allows the Customer to terminate without penalty; pro-rata refunds apply.
10. Exclusions
No SLA breach occurs when non-performance is caused by:
- Force majeure events.
- Third-party provider outages (Microsoft 365, Azure, AWS, telecom providers).
- Customer actions or omissions.
- Advance-notified scheduled maintenance.
11. General terms
Review: annual. Amendments require written agreement from both parties.
Governing law: England and Wales.
Acceptance: signing the MSA, or use of our services, constitutes acceptance of this SLA.
Netix Digital Ltd
The Hall, Rugby Road, Wolston, CV8 3FZ