Service SLA

Summary

This Service Level Agreement governs how the services are provided by 247Assist in accordance with our Terms of Service as well as any agreed EULA and Services Agreement.

247Assist always strives to provide excellent service and support to its customers in a friendly and swift manner.

We provide troubleshooting to deal with any issues with our Services including:

clear methods of contact provided to all parties involved;
phone and email support, including out of hours and weekend availability in accordance with this Service Level Agreement.

Express terms and conditions

Definitions

User: Any person permitted access to the account. This is dictated by the Creator during the initial creation of an Individual Account
Individual Account: A single account associated with a single Receiver
Creator: means the person who has set up an Individual Account on behalf of the Receiver and has provided information for the proper delivery of all Individual Services
Receiver: means the person receiving the ‘Individual Receiver Services’
Customer Support: support provided by us to the Creator, Receiver or Supporter.
Credit: this is a number of months reimbursed or then discounted in the event that we fail to meet the Monthly Uptime. This amount is determined solely by 247Assist and is capped at a maximum of 6 credits payable by the Customer in respect of the Individual Services and shall be payable by 247Assist to the Customer.
Individual Services: The combined services as described below
Individual Receiver Services: All services that may be received by a Receiver
Individual Supporter services: All services that may be received by a Supporter

Each of the separate Receiver and Supporter services are defined under their corresponding heading below.

Service Level

We will use reasonable endeavours to make our Individual Services available 99.95% of the time. In the event that we do not meet an uptime of 99.95%, in any given calendar month (“Monthly Uptime”), you will be eligible to receive a Credit as set out below.

To apply for a Credit, you must notify 247Assist within five (5) working days after the end of the calendar month where we failed to meet the Monthly Uptime. The notification must include details of the failure including dates and times and any documents that support your claim. Credits will be applied to your Account or refunded to you within sixty (60) days of receiving your request.

Individual Receiver Services

Individual Reminder And Check-in Service

Summary: Correspondence delivered to a Receiver in order to prompt a task or establish well-being.

We will deliver the Call Service to the device or phone number specified in the Platform dashboard.
Calls can only be made to a UK mainland mobile or landline number (+44).
Receivers phone number can only be changed up to twice a calendar year.
The number of calls will be limited by the Platform to 8 times a day (248 times in a 31 day month). If you need more calls per day please contact us at info@247assist.co.uk
When a call is answered, we will play back the message indicated by the Creator in the Platform dashboard. The Creator has the option of choosing the following: Templated messages provided by 247Assist; Personalised messages recorded upon request by 247Assist; or Personalised messages recorded by the Creator or another person nominated by the Creator.
Depending on settings chosen by the Creator in the Platform dashboard, the Receiver may be asked to press a number on their phone or say something on receipt of the call to indicate their acknowledgement of the message.
We will deliver the Reminder & Check-In Service at the approximate times of day specified in the Platform dashboard. Calls may take place up to 10 minutes after the time(s) given.
We will deliver the Reminder & Check-In Service on the days of the week specified in the Platform dashboard.
We will start delivering the requested Individual Services in accordance with paragraph 7, after all of the following conditions are met: you have read and agreed to our Terms of Service or respective EULA; the required contact details for the Receiver have been provided; At least one time and day of the week have been specified; Required messages have been chosen or recorded; and a given start date has been specified.
The Individual Services will start on the specified start date at the earliest time given on that date.
Our Individual Services will continue until: The calls are cancelled through the Platform dashboard; An end date is specified on the Platform dashboard, in which case the last call will take place at the latest time of day indicated.
If, at any given call time, the Receiver does not acknowledge the call (Call Failure), we will make a further call ten minutes after the Call Failure or at such other time as specified on the Platform. Where the Creator has opted-into the Alert Service, we will notify the nominated contact in accordance with the Alert Section below.

Individual Supporter services

Individual Alert Service

Summary: Correspondence delivered to a indicated contact details in order to notify

of a lack of response or desired contact with the Receiver.

Alerts will only take place if the Creator has indicated.
If, at any given time, there are two Call Failures, we will: Send an SMS message to the phone number(s) that the Creator has indicated to receive alerts; Call the phone number(s) that the Creator has indicated are to receive a phone call alert; Send an email to the email address(es) that the Creator has indicated are to receive an email alert.

Liability

The Creator is responsible for ensuring that the relevant phone number and phone(s) are functioning correctly and able to receive incoming calls. 247Assist shall not be liable for issues caused by faults with the devices or networks through which the Individual Services are delivered
Our Individual Services are provided on an “as-is” basis and we do not provide any particular guarantees, undertakings or warranties in respect of the delivery of our Individual Services. We are not responsible for any consequence of Individual Services not being received.
We are not responsible for emails delayed or blocked by your email settings (such as filters) and/or your email uptime.
We reserve the right to change this Service Level Agreement at any time without prior notice to you.
In the event that any changes are made, the Service Level Agreement shall be posted on this website.
We shall not be liable for failure to meeting the Monthly Uptime where any unavailability, suspension or termination of the Individual Services are: caused by factors outside of 247Assist's control, including (but not limited to) carrier or network related problems, internet access or related problems; result from any actions or inactions by the Creator or Receiver or any third party; scheduled maintenance notified to you at least twenty-four (24) hours before.
Credits shall be the sole and exclusive remedy for any unavailability or non-performance of our Individual Services or other failure by us relating to the Individual Services.

Customer support

Availability specific to the service(s) covered in this Agreement are as follows:

Telephone support : 9:00 A.M. to 6:00 P.M. Monday - Friday
Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
Email support: Monitored 9:00 A.M. to 6:00 P.M. Monday - Friday
Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day

247Assist will respond to requests or service related incidents submitted by the User within the following time frames:

0-8 hours (during business hours) for issues classified as High priority.
Within 48 hours for issues classified as Medium priority.
Within 5 working days for issues classified as Low priority.

Suspension of service

If any of the terms within associated EULA, terms and conditions or account contracts are not met, 247Assist will issue at least two email and one phone warnings over the course of two weeks. After this, the Provider maintains the right to disable all services associated with the user.

Law & Jurisdiction