Proteus Support Services Policy (SSP)

This policy details the various levels of support Proteus customers will receive, based on the urgency of any issue that may arise whilst using Proteus.

Definitions

      1. In this SSP, the below terms shall have the following meanings:
        1. “Customer” means the person or company that purchases Proteus from Xergy pursuant to a Customer Agreement;
        2. “Customer Agreement” means the licence and services agreement in force and effect between the Customer and Xergy pursuant to which this SSP applies;
        3. “Issue(s)” means an Incident which will or may adversely affect the quality or efficient functioning of the system;
        4. “ITSM Tool” has the meaning given to it in paragraph 2.1(b);
        5. “Response Times” means the time within which Xergy will respond to an Incident based on the applicable Severity Level as set out in Table B;
        6. “Severity Level” means the level of severity to be attached to an Incident in accordance with Table A;
        7. “Support” means the technical support and maintenance services as further set forth in this SSP. Support is not considered as Professional Services for the purposes of this SSP;
        8. “Ticket” has the meaning given to it in paragraph 2.1(b); and
        9. “Xergy” means Xergy Group Limited, a private limited company incorporated and registered in Scotland with company number SC610556 and whose registered office is at Office 14, Spalding House, Queen Street, Broughty Ferry, Dundee, Scotland DD5 1AJ.
      2. Unless defined in this SSP, capitalised words which are not defined shall have the same meaning as given to them in the Customer Agreement.

Support

    1. Support
      1. The Customer shall be responsible for providing first-level support in respect of all Incidents. This shall include the Customer using all reasonable efforts to resolve an Incident by: (i) referring to the Xergy user guides made available to the Customer at https://help.proteus-app.com/en/; and/or (ii) utilising any support chat system or functionality made available by Xergy from time to time, before contacting Xergy for any support. 
      2. Second (and subsequent) level support will be provided by Xergy via email, chat or service requests through a ticketing system made available by Xergy (and as may be updated) from time to time (the “ITSM Tool”). The Customer shall submit all requests for second (and subsequent) line Support in response to an Incident by submitting a ticket using the ITSM Tool (a “Ticket”). The Customer must provide full details of the Incident to enable Xergy to reproduce the relevant Incident, including: (i) the URL of the page where the Issue was encountered; (ii) the name and username of the Authorised User(s) who experienced the Issue; (iii) a description of the steps undertaken by the Authorised User(s) which resulted in the Issue; (iv) the frequency of the Issue; and (v) if it is affecting one, some or all Authorised Users). 
      3. Upon receipt of a Ticket, Xergy will (in its sole discretion) assign a Severity Level to the relevant Incident. Xergy and the Customer may discuss and update the Severity Level on a case-by-case basis.
      4. Response Times will be measured from the point the Ticket is received by Xergy on the ITSM Tool. Where required, Xergy support engineers will reproduce the Incident, characterise and analyse it and attempt to resolve the Incident. 
      5. If, despite Xergy’s commercially reasonable efforts, it is unable to resolve an Issue, support engineers shall provide details to the Customer of the analysis of the Issue and efforts taken to debug and/or resolve and any guidance on next steps for the Customer to take, including available workarounds.
    2. Correction of Incidents
      1. Xergy will provide:
        1. Incident reporting, tracing and monitoring through the ITSM Tool;
        2. acknowledgement of any Ticket in accordance with paragraph 2.3;
        3. Xergy shall diagnose each reported Incident and provide the Customer with an action plan designed to resolve the relevant Incident; and
        4. Xergy will report periodic progress to the Customer on its efforts to provide a resolution of the Incident.
    3. Support and Response Time

                 Upon receipt of a Ticket, Xergy will investigate the relevant Incident and provide the Customer with a response in accordance with the applicable Response Times.

Table A

Severity Level Definition
Severity 1 (Urgent) Proteus is not Available and no workaround exists.
An Incident that significantly and adversely impacts the performance and functionality of all major functions of Proteus.
Environment: Production
Severity 2 (High) Key Proteus functionality impaired. A temporary workaround is available.
Incidents that significantly impact the performance and functionality of a key function of Proteus that causes significant disruption of Customer’s use of the Proteus service.
Environment: Production
Severity 3 (Normal) Moderate impact. Reasonable workaround available.
Incidents that impact the performance and functionality of a function of the Proteus and which causes some degradation in Customer’s use of the Proteus service.
Environment/ Workspace: Production, Staging
Severity 4 (Low) Minor Impact.
Incidents that are minor, cosmetic, usability or documentation-related issues or general product feature/ function queries.
Environment/ Workspace: Production, Staging.

Table B

Support Plan & Hours Response Times
Timezone Support Hours Severity 1 Severity 2 – 4
United Kingdom (GMT/BST) 08:00am to 5:00pm during Business Hours* (Mon-Fri) 4 Hours 24 Hours

 

* Business Hours/Business Days will, in each case, be Normal Business Hours.

Support will be provided during the Support Hours via the ITSM Tool. In order to receive Support, the Customer will: (i) cooperate with Xergy as required; (ii) provide Xergy with all necessary information and resources, including information for Xergy to investigate or replicate the Incident; and (iii) promptly implement the corrective procedures, updates or workarounds provided by Xergy. Xergy shall not be responsible for the disruptions to or failures of Proteus to the extent caused by the Customer’s failure to timely provide or implement the foregoing.

Proteus Disaster Recovery Service Levels

Xergy will use reasonable efforts to ensure that Proteus can be recovered to full in operation in accordance with the following service levels in the event of an IT disaster:

Item  Agreement Support 
Backup and Recovery   RTO, a measure of the time for Proteus to be restored to operational use following a major continuity failure, such as the loss of a data centre: 48 hours.  Normal Business Hours
RPO, a measure of the frequency at which data backups are taken, in minutes: 5 minutes (note: recovery will be available to any 5 minute slot within the last 7 days and any 7 day slot within the last 30 days).

 

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