1. Technical Support Helpdesk
1.1 On condition that the Service Provider or (where the end user customer is dealing direct with Redstor) the end user customer (“Direct Customer”) has paid all applicable fees for the Services, Redstor will provide a Technical Support Helpdesk (“Helpdesk”) which will be available during the hours of 09:00 to 01:00 SAST weekdays excluding public holidays (“Business Hours”). The Helpdesk will be responsible for receiving calls from Services Providers or Direct Customers or, for them to report Queries, and for responding to Queries about the Services, for logging such calls and pursuing them, and reporting back to the Service Provider/Direct Customer.
1.2 For end user customers purchasing licenses to use a Service from a Service Provider (“Indirect Customer”), the Service Provider is responsible for Indirect Customer assistance on technical issues such as installation and activation, setup, etc. (Tier 1 support), as well as assistance resulting from an escalation based on a need for more technical expertise based on features and functionality of the Service (Tier 2 support).
1.3 Redstor will provide support to Service Provider upon escalation from Tier 2 where the Service Provider requires deeper technical or product assistance to resolve an Indirect Customer issue (Tier 3 Support). Typically Tier 3 support is provided to Service Provider, although may be provided directly to an end user upon request to and agreement of Redstor.
2. Support process
2.1 The Redstor Help desk will allow the Service Provider/Direct Customer to open an Electronic Query Log (the “Log”) for all Queries, which shall include:
a) Time of receipt of the Query;
b) The nature of the Query;
c) The Severity Rating of the Query allocated by the system based on your input ;
d) The person or persons reporting the Query;
e) The name of the Service Provider/Direct Customer (based on the email address of the person raising the ticket);
2.2 After a Query has been recorded in the Log, Redstor will initiate a first response. acknowledging receipt of the Query (“Initial Response”). Redstor will use reasonable efforts to make the next responses after the Initial Response in line with the targets set out in paragraph 3 below.
2.3 Redstor will give regular reports to the contact defined in the Log if so requested, the frequency of such reports depending upon the Severity Rating of the Query as set out in paragraph 3.
2.4 Once a Query is resolved, Redstor shall report such resolution to the contact defined in the log.
2.5 All reports, including the report that the Query has been resolved, shall form part of the Electronic Query Log.
2.6 Should the Service Provider/Direct Customer require assistance outside of Business Hours then Redstor may provide such assistance at its discretion and Redstor reserves the right to levy an additional call out charge at its sole discretion.
2.7 Please note that all conversations are recorded in the ticket by Redstor including any agreements reached during the support engagement, changes to operational configurations and so on.
3. Severity rating
3.1 In the event of a problem disrupting a Service, a Query is to be placed on Redstor’s Help desk, using the contact details at: https://support.redstor.com/hc/en-gb/articles/360017563693
3.2 The final Severity Rating of a Query will be determined by Redstor.
3.3 Unless otherwise agreed to between the parties, the following severity ratings will apply and Redstor shall use reasonable endeavours to address issues within the estimated times as set out below, although failure to respond to or resolve the Query within this time shall not be of the essence and shall not be deemed to be a breach of this SLA or the EULA:
| Severity Rating | Estimated Response Time (after Initial Response) | Estimated Resolution Time |
| 1 | 1 hour | 4 hours |
| 2 | 2 hours | 24 hours |
| 3 | 24 hours | 48 hours |
| 4 | 48 hours | To be discussed per Query |
3.4 A Severity rating of one (1) means that a critical Service is unavailable and/or there is a critical issue preventing use of the Service and having a major business effect. The impact on the Service Provider’s, Direct Customer’s or the Indirect Customer’s business (as applicable) is severe with multiple end users unable to perform their normal work, or there is a serious, adverse business or financial impact. The end users have no readily available alternative way of performing their normal work.
3.5 A Severity rating of two (2) means that a non-critical Service is unavailable and there is a minor impact on business. The Service Provider, Direct Customer or the Indirect Customer (as applicable) is having difficulty in performing their normal work or can undertake other work whilst the problem is being rectified.
3.6 A Severity rating of three (3) means that the Service is impaired. There is no direct immediate impact on the Service Provider’s, Direct Customer’s or the Indirect Customer’s business (as applicable) and their end users; though employees are inconvenienced by the problem. The Service Provider, Direct Customer or the Indirect Customer (as applicable) and their end users have readily available alternative ways of performing normal work.
3.7 A Severity rating of four (4) means that the Service Provider, Direct Customer or the Indirect Customer (as applicable) requires additional services non-critical in nature. This includes all upgrade or enhancement work that Redstor may be required to perform from time to time with the Services and or software and or investigation and resolution of any Redstor software issues.
4. Provision of support service
4.1 Redstor’s obligations to resolve Queries shall be performed remotely via the internet or by the provision of information by email.
4.2 Where a Query cannot be resolved in this manner, and at the agreement in writing of both parties, Redstor or its nominated support agent, may attend at the Service Provider’s, Direct Customer’s or an Indirect Customer’s premises (as applicable). Such on-site services may be charged for on a time and materials basis at Redstor’s standard rates from time to time or at a rate otherwise determined by Redstor to be agreed in writing with the Service Provider/Direct Customer prior to any work taking place.
4.3 Redstor may make an additional charge in accordance with its standard scale of charges from time to time in force on a time and materials basis for any other services or materials agreed to be provided by Redstor (which Redstor may supply at their discretion) including any expenses incurred thereto, such charges to be advised to the Service Provider or Direct Customer (as applicable) and agreed with them in advance.
5. Service requests
5.1 A Query reported:
a) Before the start of Business Hours on any Business Day will be treated as having been received at the start of the Business Hours for that Business Day;
b) After Business Hours on any Business Day will be treated as having been received at the start of Business Hours on the next Business Day.
6. What the support service does not cover
6.1 The Support Service does not cover:
a) Checking whether or not data is corrupted at any stage as stored data must be encrypted therefore Redstor shall be unable to carry out any checks in relation to the data;
b) Any assistance in relation to the Service Provider’s, Direct Customer’s, Indirect Customer’s and/or their end users connection to the internet and their connection through their service provider;
c) Any assistance in relation to any equipment, third party software or services other than the Service;
d) Assistance in relation to loss of the Service Provider’s, Direct Customer’s, Indirect Customer’s or their end users generated software programs;
e) Where a query does not relate to any Service provided by Redstor (such as services provided by the Service Provider);
f) holding encryption key or anything related to direct access to unencrypted customer data
7. Service level provisions
7.1 Redstor will use reasonable endeavours to ensure that the Services are available (“Services Availability”) at a minimum of 99.5% per month, excluding any installation time, scheduled maintenance or emergency maintenance (“the SLA Target”).
Services Availability shall be determined using the formula below:
| Services Availability = | (Services Cover Time) – (Total Unavailability) | x 100 |
| (Services Cover Time) |
Total unavailability means the total time in minutes (rounded down to the nearest integer) in any calendar month during which the Services are not available due to any acts or omissions of Redstor.
Where downtime is required for components of the Services, regular maintenance windows are scheduled for upgrade of software and update of operating systems. Maintenance windows are published in the Redstor support site and can be found here: https://support.Redstor.com/hc/en-gb/articles/4402384650385
8. Service credits
8.1 If Redstor fails to achieve the SLA Target specified for the Services above, and if the Service Provider or Direct Customer requests in writing Redstor to do so within five (5) Business Days after the end of the month, the Service Provider or Direct Customer may claim a credit (up to a limit of £1000 per month) based on the monthly recurring charge for the Services (excluding any variable charges) calculated as a percentage as follows:
| Services availability in a given Month | Rebate (% of monthly recurring charge) (“MRCs”) |
| Less than 99.5% and greater than or equal to 98.0% | 25% |
| Less than 98.0% and greater than or equal to 95.0% | 50% |
| Less than 95.0% | 75% |
8.2 The credits set out in this section are based upon the cumulative elapsed time of unavailability in relation to a particular calendar month. The period of unavailability shall begin to be measured upon the earlier of a) the Service Provider or Direct Customer reporting a malfunction in the Services that is verified by Redstor or b) Redstor detecting a malfunction in the Services. The Total Unavailability period shall end when the Services are re-established.
8.3 If the request for a credit is approved by Redstor,the credit will be applied to the fees payable for the following month. Any credit due and payable following expiration or termination of a Subscription Term shall be paid by way of bank transfer.
Unless otherwise stated in this SLA, any defined terms shall have the meaning given thereto In the Redstor EULA published at https://www.redstor.com/end-user-licence-agreement/ . This SLA is a document referred to in the EULA and is subject to the terms of the EULA.
Version History
31/07/2024