Service Level Agreement

Effective date 20th of January 2025

This Service Level Agreement (SLA) outlines the expected levels of service, support, and performance between Claims Gate and its customers. The purpose of this SLA is to ensure a clear understanding of service expectations and responsibilities.

Definitions

• Service Request: A request for something to be provided that is not a fault, error, or otherwise fitting the definition of an incident.

• Incident: An unplanned interruption to a service or a reduction in the quality or performance of a service.

• Response Time: The time taken to acknowledge and start working on a ticket.

• Resolution Time: The time taken to resolve the issue from the moment it is acknowledged.

Ticket Submission Process

To ensure the service levels outlined in this SLA apply, all tickets must be submitted through our official ticket submission form. This form is accessible through the Support View in the navigation bar on the claimant management portal.

For all communications regarding a created ticket, clients must respond within the email chain created from the ticket using the email address associated with the original ticket submission. This ensures proper tracking and alignment with SLA terms.

Support Availability

Services will be provided between the hours of 9:00 a.m. and 5:00 p.m. (UK), Monday through Friday, excluding national holidays.

We will make our best and reasonable efforts, where possible, to respond to Severity 1 and Severity 2 requests outside of hours.

Incident Types and Response Times

Incident severity is determined based on the client’s responses in the ticket submission process. Each severity level is defined by the impact and scope of the issue, with specific response and resolution targets. Claims Gate will make every effort to meet these targets to the best of its capabilities, but they are not guaranteed commitments.

Upon review, Claims Gate may adjust the initial severity level if necessary, based on additional factors such as the threat to operations, reputation, the context of the problem, the number of affected users, application involvement, frequency of the incident, and the availability of a workaround.

User Responsibilities

To ensure optimal service and compliance with the stated resolution times, it is expected that users will:

• Provide accurate and detailed problem descriptions.

• Be available for follow-up questions and troubleshooting steps.

• Provide necessary access and permissions for investigation and remediation as needed.

Service Requests

All service requests will have an initial response time of 7 days and a resolution time of 14 days. These timeframes are targets that Claims Gate will strive to meet to the best of its capabilities, but they are not guaranteed commitments.

Certain requests, such as new feature requests or platform extensions, may exceed this timeframe if deemed unfeasible. Claims Gate will assess each request individually to determine feasibility, and clients will be informed if the expected resolution timeframe cannot be met.

Any work that is outside the scope of what is included in your Claims Gate contract will be quoted before development resources are dedicated to the request.

Target Availability

We will use commercially reasonable efforts to ensure the platform will be available 99.5% of the time in any one calendar month.

Exclusions and Limitations

Incidents that occur due to force majeure events or other circumstances outside of our control will impact response times. We will work under best efforts to find solutions as needed, but such events may not be covered under the scope of this SLA.

Review and Revisions

This SLA will be reviewed periodically to ensure it remains relevant and effective.