Coggi Ltd  App Service Level Agreement

Service Level Agreement (SLA)

for Coggi App User

by

Coggi Ltd

Effective Date: 30/06/2023

Document Owner: Coggi Ltd

Version Version Date. Description. Author

1.0. 30-06-23. Service Level Agreement. Yvonne Biggins

Approval

Approver Role Signed. Approval Date

Pepita Stonor. CEO. 30-06.23

1. Agreement Overview

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Coggi Ltd.(Service Provider) and the Coggi App User, (Customer) for the provisioning of IT services required to support and sustain the Coggi App.
This Agreement remains valid until superseded by a revised agreement mutually endorsed by the stakeholders.
This Agreement outlines the parameters of all IT services covered as they are mutually understood by the primary stakeholders. This Agreement does not supersede current processes and procedures unless explicitly stated herein.

2. Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent IT service support and delivery to the Customer(s) by the Service
Provider(s).
The goal of this Agreement is to obtain mutual agreement for IT service provision betweenthe Service Provider(s) and Customer(s).
The objectives of this Agreement are to:
*Provide clear reference to service ownership, accountability, roles and/or
responsibilities.
* Present a clear, concise and measurable description of service provision to the
customer.
* Match perceptions of expected service provision with actual service support &
delivery.

3. Stakeholders

The following Service Provider(s) and Customer(s) will be used as the basis of the
Agreement and represent the primary stakeholders associated with this SLA:
IT Service Provider(s): Coggi Ltd (“Provider”)
IT Customer(s): Coggi App User (“Customer”)
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Coggi Ltd | registered office: Stiles and Co, 2 Lake End Court, Taplow Road, Taplow, Maidenhead, Berks, SL6 0JQ | company number 12341150 | VAT
registration No: 395694531 | www.coggi.co.uk | tel: 07713265596 |pep@coggi.co.uk

4. Periodic Review

This Agreement is valid from the Effective Date outlined herein and is valid until further notice. This Agreement should be reviewed at a minimum once per fiscal year; however, in lieu of a review during any period specified, the current Agreement will remain in effect.
The Business Relationship Manager (“Document Owner”) is responsible for facilitating regular reviews of this document. Contents of this document may be amended as required,provided mutual agreement is obtained from the primary stakeholders and communicated to all affected parties. 

The Document Owner will incorporate all subsequent revisions and obtain mutual agreements / approvals as required.
Business Relationship Manager: Pepita Stonor
Review Period: Bi-Yearly (6 months)
Previous Review Date: 20/12/2022
Next Review Date: 30/12/2023

5. Service Agreement

The following detailed service parameters are the responsibility of the Service Provider in the ongoing support of this Agreement.
5.1. Service Scope
The following Services are covered by this Agreement;
o Monitored email support
o Monitoring system performance
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Coggi Ltd | registered office: Stiles and Co, 2 Lake End Court, Taplow Road, Taplow, Maidenhead, Berks, SL6 0JQ | company number 12341150 | VAT
registration No: 395694531 | www.coggi.co.uk | tel: 07713265596 |pep@coggi.co.uk

5.2. Customer Requirements
Customer responsibilities and/or requirements in support of this Agreement include:
* Proper use of the Coggi App
* Reasonable availability of customer representative(s) when resolving a service
related incident or request.
5.3. Service Provider Requirements
Service Provider responsibilities and/or requirements in support of this Agreement
include:
* Meeting response times associated with service related enquiries
5.4.Service Assumptions
Assumptions related to in-scope services and/or components include:
* Changes and updates to the Coggi  App will be communicated and
documented in the whats new section of the App Store.
* Maximise uptime and speed of response for the online part of the service
* Deploy software changes regularly, without significant downtime
* Carry out quality assurance testing regularly
* Test the service in an environment that's as similar to live as possible
* Have appropriate monitoring in place, together with a proportionate, sustainable
plan to respond to problems identified by monitoring
* Actively work towards fixing any organisational or contractual issues which make
it difficult to maximise availability
5/6
Coggi Ltd | registered office: Stiles and Co, 2 Lake End Court, Taplow Road, Taplow, Maidenhead, Berks, SL6 0JQ | company number 12341150 | VAT
registration No: 395694531 | www.coggi.co.uk | tel: 07713265596 |pep@coggi.co.uk

6. Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.
6.1. Service Availability and Requests
Coverage parameters specific to the service(s) covered in this Agreement are as follows:
* Email support: We will usually reply within 48 hours.
6.2 Service monitoring & Reporting
* Monitor customer support ie requests and response time
* Monitor system performance (response times) and availability (uptime)

7. Reporting
* 100% of Customer support requests were answered within 48 hours YES
* 100% of customer requests were completed satisfactorily.  YES
* System uptime over the last year was 99.9%. YES