Roveel - Support Services Policy

Support Services Policy

Complete Analytics – Support Services Policy

Last Updated: 14th October 2024

Support Services

Complete Analytics Limited (Trading as “Roveel”) will provide support services as follows:

Solution Knowledgebase: Users can access answers to frequently asked questions.
Telephone Support: Available Monday to Friday, 9 am to 5 pm (UK time), excluding public holidays.
Online Support Ticket System: Issues will be prioritized based on severity, with responses via ticket or phone. We may liaise with third parties as authorized (e.g., third-party IT providers).

The Company has a dedicated team of support technicians trained to assist with the solution and will analyze the severity level of any support requirement based on the table below.

Severity Level Description

Severity Level	Description
Severity 1 Error	An error that renders the Platform or a significant portion unusable, with no immediate means of circumvention available, or an error causing damage to data files or databases.
Severity 2 Error	An error that renders certain significant features unusable, with no immediate means of circumvention available, or causing damage to data files or databases.
Severity 3 Error	An error that makes the Platform difficult to use, for which inefficient or inconvenient means of circumvention are available.
Severity 4 Error	An error that can be easily circumvented or tolerated by the End User.

Response and Resolution Times

The Company’s support services team will provide response and resolution times based on the severity level of the issue:

Severity Level	Response/Resolution Time
Severity 1 Error	Respond with an update or resolution within 24 hours (1 Day).
Severity 2 Error	Respond with an update or resolution within 48 hours (2 Days).
Severity 3 Error	Respond with an update or resolution within 120 hours (5 Days).
Severity 4 Errors	Provide reasonable tracking and response.

The time for providing a circumvention or resolution is measured from when the error is identified and confirmed through communication with a customer.If the error is related to a design flaw in any Sage Products or Services, the resolution time will be measured from when Sage corrects the issue and provides updated applications.

Service Level Agreements (SLAs)

We will use commercially reasonable efforts to make the Platform available 99.5% of the time, except for:

Planned downtime, with at least 7 days’ notice to Customers.
Urgent circumstances (e.g., security threats or system failures), where planned downtime will be scheduled during weekends from 5:00 a.m. Saturday to 10:00 a.m. Monday (GMT).
Unavailability caused by Sage services or APIs.
Unavailability due to circumstances beyond our control, including acts of God, government actions, floods, fires, earthquakes, civil unrest, acts of terror, strikes, or other labor issues not involving our employees.

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