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See20/20 Service Level Agreement

See20/20 offers all customers a standard comprehensive maintenance and support package, included in the monthly rental fee.

Service Levels

• The See20/20 application will be available 99% of the time.
• The See20/20 Support team will respond to support issues that affect multiple users (more than 10) within 30 minutes and endeavor to resolve the problem within 4 hours.
• The See20/20 Support team will respond to support issues that affect individual users within 1 hour and endeavor to resolve the problem within 8 hours.
• The See20/20 Support team will respond to non-critical inquiries within 1 hour and endeavor to deliver an answer within 2 working days. A non-critical inquiry is defined as a request for information that has no impact on the service quality if not answered or acted upon promptly.
• All work for the purpose of maintenance or support as part of planned outages will take place outside business hours. Planned outages will be notified to you wherever possible on 5 days prior notice by telephone or e-mail unless otherwise agreed. We shall wherever possible ensure that there is no more than 1 planned outage each month.

Location
All support staff are located in our Kingswinford office.

Staffing
Excluding managerial staff the support resources are as follows:

• 1st Line
• 3 x technical support analysts with in-depth See20/20 application, ophthalmic and accounting knowledge
• 2nd Line
• 3 x technical support engineers with in-depth technical knowledge
• 3rd Line
• 5 x application developers with source code level knowledge.

Account Management
All customers are allocated an account manager who acts as their single point of contact with See20/20. Account managers are encouraged to develop a close working relationship with each of their customers to gain an in-depth knowledge and appreciation of each customer’s specific needs.

Escalation Processes/Procedures
If customers fail to receive an acceptable level of service from their account manager their issue can be immediately escalated to the Operations Manager. If the Operations Manager cannot resolve the issue it can be escalated to the Sales Director.

Availability

See20/20 application availability is calculated at the end of each calendar month in accordance with the following formula:

A = (X – Y) / (X – planned outages) X 100

Where:

"A" - the Availability of the Service (expressed as a percentage).

"Y" – Minutes of downtime in 1 calendar month

"X" – Total minutes in 1 calendar month based on 1 minute past midnight on the 1st to midnight on the last day of the month.

If availability falls below 99% reimbursement will be as follows:

The availability measurements are reported at the end of each calendar month to all customers via email.

Support

See20/20 customer support levels are calculated at the end of each calendar month using the following metrics:

• Number of support calls opened
• Number of support calls resolved
• Average resolution time
• Number of support calls not resolved within service level limits