SLA Policy

Service Level Agreement Overview

This Service Level Agreement ("SLA" or "Agreement") defines the service level commitments that NexTechMeta (Glogent Global Limited) makes to our managed service, contract support, and business clients. This SLA establishes the standards by which we measure our performance in delivering IT support, managed services, and technology solutions, and it outlines the response and resolution times that clients can expect when they raise a support request. This SLA applies to clients who have entered into a managed service agreement, support contract, or ongoing service relationship with NexTechMeta. For ad-hoc or one-off services, standard response times apply and are not governed by this SLA. The specific terms of service for individual clients may be further detailed in a separate service contract or statement of work, and where there is any conflict between this SLA and a specific service contract, the service contract shall prevail. This SLA is designed to provide clarity, set realistic expectations, and ensure that we deliver consistent, reliable, and professional support to our clients at all times.

Priority Levels and Definitions

Support requests are classified into four priority levels based on the severity of the issue and its impact on the client's operations. Critical priority applies to situations where a system or service is completely down, a business-critical function cannot operate, or there is a significant security incident affecting the integrity of systems or data. High priority applies to situations where a major functionality is impaired, a key service is significantly degraded, or a limited number of users are unable to work. Medium priority applies to situations where minor functionality is impaired, a non-critical service is affected, or a workaround is available. Low priority applies to general enquiries, minor issues with no operational impact, requests for information, or enhancement requests. The priority level assigned to a support request determines the response and resolution targets set out in this SLA. Priority levels are initially determined by the client when raising a request but may be reclassified by NexTechMeta based on our assessment of the actual impact and urgency. If there is a disagreement about the appropriate priority level, we will discuss this with the client and reach a mutually agreed classification.

Response Time Commitments

We commit to the following initial response times for support requests raised during business hours, which are Monday to Friday from 9:00am to 6:00pm UK time. For Critical priority issues, we will provide an initial response within two (2) hours of the request being received. For High priority issues, we will provide an initial response within four (4) hours. For Medium priority issues, we will provide an initial response within eight (8) hours. For Low priority issues, we will provide an initial response within one (1) business day. Initial response means that a member of our support team will acknowledge receipt of the request, confirm the priority level, and begin the process of diagnosis and resolution. Response times are measured from the time the request is received and logged in our support system. For clients with premium or 24/7 support contracts, extended response commitments may apply outside of standard business hours, and these will be specified in the individual service contract. Requests received outside of business hours for clients without 24/7 coverage will be logged and responded to on the next business day, with the exception of Critical priority issues, which may be escalated to an out-of-hours emergency contact as specified in the service contract.

Resolution Time Targets

We aim to resolve support requests within the following target timeframes, measured from the time the request is received. For Critical priority issues, our target is to resolve the issue within four (4) to eight (8) hours, with best efforts to achieve resolution as quickly as possible. For High priority issues, our target resolution time is within one (1) business day. For Medium priority issues, our target resolution time is within two (2) business days. For Low priority issues, our target resolution time is within five (5) business days. These resolution targets are goals and not absolute guarantees, as the complexity of certain issues, the availability of replacement parts, the need for third-party involvement, or the cooperation of third-party vendors may affect the time required for resolution. If an issue cannot be resolved within the target timeframe, we will inform the client of the reason for the delay, provide a revised estimated resolution time, and provide regular updates on progress until the issue is resolved. In all cases, we will use reasonable efforts to minimise downtime and disruption to the client's operations.

Business Hours and Availability

Standard business hours for SLA purposes are Monday to Friday, 9:00am to 6:00pm UK time, excluding UK public holidays. During these hours, our support team is available to receive and respond to support requests in accordance with the response and resolution commitments set out in this SLA. Out-of-hours support is available for clients who have premium, emergency, or 24/7 support contracts. For such clients, Critical priority issues can be raised at any time, including weekends and public holidays, and will be responded to in accordance with the extended response times specified in the individual service contract. Clients without 24/7 contracts may request emergency out-of-hours support, which will be subject to availability and may incur additional charges at our prevailing emergency support rates. We will inform clients of any planned maintenance windows, system downtime, or periods of reduced availability in advance where possible, typically with at least forty-eight (48) hours' notice, except in cases of emergency maintenance where shorter notice may be necessary.

Remote and On-Site Support

The majority of support issues are resolved remotely through telephone support, remote desktop access, or cloud-based management tools, allowing us to provide rapid assistance without the need for an on-site visit. Remote support is our first line of response for all priority levels. Where an issue cannot be resolved remotely and requires physical intervention, an on-site visit will be arranged. For standard contract clients, on-site visits are typically scheduled within one (1) to two (2) business days of the request, depending on location and availability. For priority contract clients within London and Greater London, same-day or next-day on-site visits are available for High and Critical priority issues. For clients outside of London and the surrounding area, on-site visits may require additional travel time and may be subject to travel charges as outlined in the service contract. In all cases, we will agree on a convenient appointment time with the client and will confirm the visit in advance. Our technicians will arrive within the agreed time window, and if a delay is anticipated, we will inform the client as soon as possible.

Scheduled Maintenance and Proactive Monitoring

For managed service clients, NexTechMeta performs scheduled maintenance activities designed to keep systems secure, up to date, and performing optimally. This includes applying operating system updates, security patches, firmware updates for network devices, and performing routine health checks on servers, workstations, and backup systems. Scheduled maintenance is typically performed outside of the client's core business hours to minimise disruption, and specific maintenance windows will be agreed with the client in the service contract. We also provide proactive monitoring of critical systems for managed service clients, which allows us to identify and address potential issues before they escalate into full incidents. Where monitoring detects a potential issue, we will take proactive action to resolve it and will inform the client of the action taken. The scope and frequency of scheduled maintenance and proactive monitoring depend on the level of managed service selected and are detailed in the individual service contract.

Performance Reporting and Review

Contract and managed service clients receive monthly performance reports that detail the support requests raised during the reporting period, the priority levels assigned, the response and resolution times achieved, and the overall SLA compliance metrics. These reports provide transparency and allow clients to assess the performance of our services against the commitments in this SLA. We also conduct quarterly service review meetings with managed service clients, either in person or remotely, to discuss the performance reports, review any recurring issues, identify opportunities for improvement, and plan for any changes or upgrades to the service. These reviews are an important part of our commitment to continuous improvement and to ensuring that our services continue to meet the evolving needs of our clients. Clients may request additional reports or reviews at any time, and we will endeavour to provide these in a timely manner.

SLA Exclusions and Limitations

The response and resolution commitments in this SLA may be affected by circumstances outside of NexTechMeta's reasonable control. These include, but are not limited to: outages or disruptions caused by third-party service providers, such as internet service providers, cloud platform providers, or software vendors; client-side delays in providing access, information, or approvals necessary for us to proceed with diagnosis or resolution; issues caused by client-installed software, configurations, or modifications that are not part of the managed service scope; issues arising from hardware or software that is no longer supported by the manufacturer or has reached end-of-life; force majeure events, including natural disasters, pandemics, industrial action, or government action; and any other circumstances where NexTechMeta is prevented from fulfilling its obligations despite taking all reasonable steps. Where an SLA target is not met due to one of these exclusions, the affected timeframe will be adjusted to reflect the delay caused by the exclusion, and we will inform the client of the reason for the adjustment. We will make all reasonable efforts to minimise the impact of any such exclusions and to resume normal service as quickly as possible

SLA Remedies and Service Credits

Where NexTechMeta fails to meet the response or resolution targets set out in this SLA for reasons within our control, and where the service contract provides for service credits, the client may be entitled to a service credit as compensation. Service credits, where applicable, are calculated based on the terms specified in the individual service contract and are typically applied as a discount against future monthly service fees. Service credits are the sole and exclusive remedy for SLA failures, and the accumulation of service credits does not give the client the right to terminate the service contract for breach of SLA unless the failure is persistent and material. To claim a service credit, the client must notify NexTechMeta in writing within thirty (30) days of the SLA failure. We will review the claim and, if valid, will apply the service credit to the client's next invoice. The maximum aggregate service credit payable in any calendar month is typically capped at a percentage of the monthly service fee, as specified in the service contract. This cap does not apply to our other liabilities under the contract or to liabilities that cannot be excluded by law.