top of page
PROCO Service level agreement
Effective as of: 20th January 2023
 
Agreement overview 
This Agreement represents a Service Level Agreement ("SLA" or "Agreement") between Proco Store Ltd. and customers for the provisioning of IT services required to support and sustain the Software as a Service product.

This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.

This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.
Goals and objectives 
The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customers by the Service Provider.

The goal of this Agreement is to obtain mutual agreement for IT service provision between the Service Provider and Customers.

The objectives of this Agreement are to:
 
  1. Provide clear reference to service ownership, accountability, roles, and/or responsibilities.
  2. Present a clear, concise, and measurable description of service provision to the customer.
  3. Match perceptions of expected service provision with actual service support & delivery.
Stakeholders 
The following Service Provider and Customers will be used as the basis of the Agreement and represent the primary stakeholders associated with this SLA:

IT Service Provider: Proco Store Ltd. ("Provider")

IT Customer(s): Proco’s SaaS products users("Customer")
Periodic review 
This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.

The Business Relationship Manager ("Document Owner") is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required, provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. The Document Owner will incorporate all subsequent revisions and obtain mutual agreements/approvals as required.

Business Relationship Manager: Proco Store Ltd.

Review Period: Yearly (12 months)

Previous Review Date: January 17, 2023

Next Review Date: January 17, 2024
Service agreement 
 
The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
Service scope 
The following Services are covered by this Agreement;
  1. Manned telephone support
  2. Monitored email support
  3. Service desk support
Customer requirements 
Customer responsibilities and/or requirements in support of this Agreement include:
​
  • Reasonable availability to customer representative(s) when resolving a service-related incident or request.
Service provider requirements 
 
Service Provider responsibilities and/or requirements in support of this Agreement include:
 
  • Meeting response times associated with service-related incidents.
  • Appropriate notification to Customer for all scheduled maintenance.
Service assumptions
 
 
Assumptions related to in-scope services and/or components include:
 
  • Changes to services will be communicated and documented to all stakeholders.
Service management
 
 
 
Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
Service availability
 
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
 
  • Telephone support: 9:00 A.M. to 6:00 P.M. Greenwich Mean Time/British Summer Time, Monday - Friday
  • Email support: Monitored 9:00 A.M. to 9:00 P.M. Greenwich Mean Time/British Summer Time, Monday - Friday
  • Emails received outside of office hours will be collected, however, no action can be guaranteed until the next working day
  • Service desk support: 9:00 A.M. to 6:00 P.M. Greenwich Mean Time/British Summer Time, Monday - Friday
  • Service requests received outside of office hours will be collected, however, no action can be guaranteed until the next working day
Service requests
 
 
In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Customer within the following time frames:
 
  • 0-2 hours (during business hours) for issues classified as Incidents.
  • 0-8 hours (during business hours) for issues classified as Bugs.
  • 0-10 hours (during business hours) for issues classified as Service Requests.
  • Remote assistance will be provided in line with the above timescales dependent on the priority of the support request.
Contact information
Proco Store Ltd.

Company Number: 13467233

86-90 Paul Street, London, EC2A 4NE, UK

© 2023 Proco Ltd.
bottom of page