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The parties to this Agreement are: Advance Change Pty Ltd (Matae) (Client)
The term of this Agreement will be 12-months from the Commencement Date (Initial Term) and may be extended for an additional twelve (12) months (Term) if agreed by both parties in writing.
The scope of this Agreement (Service) is as follows:
This Agreement does not consider (Exclusions):
In the event the Client requires support with respect to the above, Advance Change Pty Ltd may agree to provide this service and will document and scope the service in a Statement of Work.
Advance Change Pty Ltd will maintain a 99% uptime of the Client’s Matae software.
There are two (2) support levels under this Agreement:
A systems failure which prevents a user from using mission-critical aspects of the Client’s Matae software. No workaround is possible for the failure and the entire software/solution is unusable due to the failure.
A non-critical error or issue which does not prevent a user from using mission-critical aspects of the Client’s Matae software. A workaround may exist for the error to allow the software/solution to remain usable.
Incident response times will be as follows:
The parties will utilise a customer support service platform to identify, document and manage support requests under this Agreement (Jira Service Manager).
The process for the parties to lodge a support request is as follows:
Advance Change Pty Ltd will utilise reporting and monitoring software (Uptime Robot) to track the performance of the Client’s Matae software. The Client will have access to this reporting and monitoring software at all times. Advance Change Pty Ltd will provide the Client with a report of the software performance at the conclusion of each calendar month.
P1 incidents will be documented following Advance Change Pty Ltd incident response policy and emailed to the Client upon the resolution of the issue.
Advance Change Pty Ltd’s hours of support and contact are as follows:
The Client must provide Advance Change Pty Ltd with all necessary access to Client information in order to provide the Service.
The Client must respond to Advance Change Pty Ltd emails and telephone calls promptly and also notify Advance Change Pty Ltd promptly of incidents as and when they arise. If the Client is delayed in responding to Advance Change Pty Ltd for any reason, these delays will not be factored into any penalty that may apply to Advance Change Pty Ltd.
The Client must nominate a designated contact for the purposes of communications under this Agreement and in the event this nominated contact is changed, immediately notify Advance Change Pty Ltd.
In the event of a breach of this Agreement, either party may provide fourteen (14) day written notice to the other to rectify the breach. In the event the breach is not rectified within time, or to the level required, the Agreement may be terminated.
In the event of a serious breach of this Agreement, either party may terminate without notice to the other.
This Agreement terminates at the conclusion of the Initial Term in the event there is no agreement between the parties to proceed to a Subsequent Term.