2.1 Incident: A reported issue affecting Service functionality (e.g., end-user issue, Microsoft 365 access issue, JIRA configuration failure, website failure).

2.2 Response Time: Time from Incident report to Supplier acknowledgment and initial action (e.g., ticket creation, technician assignment).

2.3 Resolution Time: Time from Incident report to full restoration of Service functionality or a workaround, within the Supplier's control and provided third-party systems are operational.

2.4 Business Hours: 09:00–18:00 Gibraltar time, Monday to Friday, excluding public holidays.

2.5 Severity Levels:

• • Severity 1 (Critical): Complete inability to use a service (e.g., website outage, JIRA system failure).
• • Severity 2 (High): Significant service degradation (e.g., Microsoft 365 administration error, JIRA automation misconfiguration, or access issues preventing an end user from performing duties).
• • Severity 3 (Medium): Minor service issues (e.g., single-user Microsoft 365 setup issue, JIRA workflow adjustment, or website content updates).
• • Severity 4 (Low): Non-critical requests (e.g., setup questions, software installation, or minor website content updates).

3.1 APVG Limited, trading as Consultancy Cove, provides IT support and management services for third-party hosted platforms, including Microsoft 365, JIRA, AWS, and Cove StartUp website hosting (via providers like AWS, GoDaddy). The Supplier does not control the availability of these third-party platforms and is not responsible for their uptime, outages, or system failures.

3.2 For all Services (Cove StartUp, Cove Assist, Cove JIRA, Cove Adapt), the Supplier's SLA commitments are limited to providing support and management (e.g., troubleshooting, configuration, website updates) within the response and resolution times in section 4, subject to third-party systems being operational.

3.3 The availability of third-party hosted services is governed by the respective provider's terms and conditions (e.g., Microsoft 365, JIRA, AWS, GoDaddy). The Supplier is not liable for third-party outages, performance issues, or system failures.

3.4 Scheduled maintenance by third-party providers is outside the Supplier's control and excluded from SLA commitments. The Supplier will notify Customers of known maintenance schedules where possible.

3.5 Issues due to Customer actions (e.g., delayed access, misconfigurations) or third-party providers are excluded from SLA commitments.

4.1 Support packages align with pricing from the Consultancy Cove Business Summary:

• • Basic: 4 hours/month (included in Cove Assist, £150/month for Cove JIRA).
• • Essential: +10 hours/month (£100/month for Cove Assist, £300/month for Cove JIRA).
• • Standard: +20 hours/month (£190/month for Cove Assist, £500/month for Cove JIRA).
• • Advanced: +30 hours/month (£270/month for Cove Assist, £700/month for Cove JIRA).
• • Enterprise: +40 hours/month (£350/month for Cove Assist, £850/month for Cove JIRA).
• • Dedicated: Business Hours cover (£700/month for Cove Assist, £1,000/month for Cove JIRA).
• • 24/7 Support Add-On: £500/month (applies to all Services, extends support to 24/7).

4.2 The following matrix details Response and Resolution Times by support package and Severity Level for Incidents within the Supplier's control (e.g., support, configuration, administration), subject to third-party systems being operational. Times apply within Business Hours unless the 24/7 Support Add-On is subscribed, in which case they apply 24/7.

4.3 For third-party hosted services (e.g., Microsoft 365, JIRA, AWS, Cove StartUp website hosting), the Supplier will respond to Incidents (e.g., troubleshooting access issues, liaising with third-party providers, performing website updates) and provide workarounds or resolutions within the Supplier's control (e.g., configuration fixes, content updates) as per the above matrix, subject to third-party systems being operational. The Supplier is not responsible for restoring third-party platform availability.

4.4 Cove StartUp Maintenance (£50/month standalone, £20/month with Cove Assist) includes website updates within 48 hours of request, subject to the Customer providing content and third-party hosting being operational.

4.5 Cove Adapt projects have custom SLAs defined in the Service Schedule, based on project scope (e.g., cloud migration timelines, software development milestones). For third-party hosted components, the Supplier's obligations are limited to support within the agreed times.

5.1 Customers must report incidents through the JIRA ServiceDesk Portal. In emergencies when the portal is unavailable, incidents can be reported via email at [email protected] during business hours or 24/7 for applicable add-ons, per clause 5.1(b) of the Terms and Conditions.

5.2 Incidents must include:

• • Description of the issue;
• • Affected Service (e.g., End user device, Microsoft 365, JIRA, website);
• • Impacted users or systems;
• • Urgency (Customer-assessed Severity Level).

5.3 The Supplier will confirm the Severity Level within the Response Time and notify the Customer if reclassified.

6.1 The Customer must:

• • Provide access to systems, data, and accounts (e.g., Microsoft 365, JIRA, website hosting platforms) within 48 hours of a Supplier request, or as agreed, per clause 9 of the Terms and Conditions.
• • Report Incidents within 24 hours with sufficient detail, per clause 5.1(b).
• • Maintain system compatibility with Services (e.g., supported Microsoft 365 versions, JIRA updates), per clause 5.1(a).
• • Notify the Supplier of data breaches or security incidents within 24 hours, per clause 5.1(d).
• • Provide accurate and complete data for setup (e.g., branding for Cove StartUp, JIRA workflows), per clause 5.1(c).

6.2 Failure to meet these responsibilities may result in SLA non-compliance, with the Supplier not liable for delays or failures.

7.1 If the Supplier fails to meet Resolution Time commitments for Incidents within its control (e.g., Supplier-caused configuration issues, website update delays), subject to third-party systems being operational, the Customer may request Service Credits, calculated based on verifiable logs:

• • Resolution Time exceeded: 2% of monthly Charges per hour beyond target, up to 20%.
• • Cove Adapt: Custom credit terms per Service Schedule.

7.2 Service Credits are not applicable to third-party hosted service availability (e.g., Microsoft 365, JIRA, AWS, Cove StartUp website hosting), as these are outside the Supplier's control.

7.3 Service Credits are the sole remedy for SLA failures and must be requested within 30 days of the Incident.

7.4 Credits are applied to the next invoice or refunded if the Agreement ends.

8.1 SLA commitments do not apply to:

• • Scheduled maintenance by third-party providers (e.g., Microsoft 365, JIRA, AWS, GoDaddy);
• • Customer-caused delays (e.g., access failures, misconfigurations);
• • Third-party platform outages, system failures, or performance issues (e.g., Microsoft 365, JIRA, AWS, Cove StartUp website hosting), as the Supplier does not control these services;
• • Force majeure events per clause 20 of the Terms and Conditions.

8.2 For third-party hosted services, including Cove StartUp website hosting, the Supplier's SLA obligations are limited to providing support (e.g., troubleshooting, liaising with third-party providers, website updates) within the response and resolution times in section 4, subject to third-party systems being operational. The Supplier is not responsible for third-party platform availability or system failures.

8.3 Cove Adapt SLAs are project-specific and exclude third-party system availability.

9.1 The Supplier may update this SLA with 30 days' notice, with material changes allowing Customer termination per clause 14 of the Terms and Conditions.

9.2 SLA performance will be reviewed quarterly with the Customer, including data protection compliance (e.g., GDPR adherence in support processes), with reports available upon request. Customers may provide feedback to refine SLA commitments.