Any issues should be reported to the Customer Service Desk.
Based on the table below, the Customer can initially determine, acting reasonably, into which priority level an issue falls, but Supplier also acting reasonably shall solely and ultimately determine this.
Total system inoperability of either the Mobile Application or Control Panel (e.g. the Mobile Application or Control Panel is totally inaccessible or inoperable).
Partial system inoperability of either the Mobile Application or Control Panel (e.g. queue times, show times, map/wayfinding, messaging/featured content, planner or search are totally inaccessible or inoperable). Queue times shall be deemed inoperable if the data presented in-app is substantially out of sync with the source data (e.g. queue times shown in-app are from 60 minutes ago, where the last change to the source data was 30 minutes ago, even though the app last refreshed its queue time data 2 minutes ago).
A core function of either the Mobile Application or Control Panel is impaired, where the impairment does not constitute a critical or urgent issue (e.g. losing the ability to re-order POI images).
Anything not falling into the above categories, including cosmetic issues.
1.3.1. Critical: 24/7, 365;
1.3.2. Urgent: 7 days a week, 09:00 – 17:30 (GMT/BST);
1.3.3. Moderate: Mon – Fri, 09:00 – 17:30 (GMT/BST); and
1.3.4. Minor: Mon – Fri, 09:00 – 17:30 (GMT/BST).
All issues must be reported via the Control Panel support form, or where the Control Panel is unavailable, to an email address provided. For critical issues, a telephone number is provided.
99.5% 24/7 per calendar month. Excluding planned maintenance or unplanned emergency maintenance.
From the time the issue is reported to Supplier’s response:
1.6.1. Critical: 1 support hour;
1.6.2. Urgent: 3 support hours;
1.6.3. Moderate: 24 support hours; and
1.6.4. Minor: 120 support hours.
From the time the issue is reported to its resolution:
1.7.1. Critical: 6 support hours;
1.7.2. Urgent: 12 support hours;
1.7.3. Moderate: Within a reasonable period of time, taking into account all of the circumstances; and
1.7.4. Minor: Within a reasonable period of time, taking into account all of the circumstances.
The following service credits shall apply:
1.8.1. For not meeting specified uptime: 1 days' worth of Subscribed Service Fees for each 6 hours of additional downtime;
1.8.2. For not meeting specified response times for critical and urgent issues: 1 days' worth of Subscribed Service Fees for each 1 hour of delayed response; and
1.8.3. For not meeting the specified resolution times: 1 days' worth of Subscribed Service Fees for each 1 hour of delayed resolution.
The service credits shall be capped as follows:
1.9.1. For not meeting specified uptime: a maximum of 5 days' worth of Subscribed Service Fees;
1.9.2. For not meeting specified response times for critical and urgent issues: a maximum of 5 days' worth of Subscribed Service Fees; and
1.9.3. For not meeting the specified resolution times: a maximum of 5 days' worth of Subscribed Service Fees;
in each case in each 12 month period from the date the relevant Mobile Application is first published to an app store and annually thereafter as applicable.
