This Support and Service Level Agreement (the “SLA”) forms an appendix to the Master Service Agreement.

1. Introduction
   • This SLA describes the support and service levels provided by Puzzel following the Service Start Date
   • In addition to any defined terms in this SLA, any capitalised term in this SLA is defined in the Agreement or the General Terms.

2. Support Plans

Puzzel offers three different support plans (each a “Support Plan”)

3. Guaranteed Availability
   
   Puzzel guarantees the following Availability for Puzzel services:

• •  The Service is unavailable if there is a P1 Fault which is not caused by a circumstance outside Puzzel’s control including a failure, defect or malfunction of:
    • Customer Equipment and Customer side integrations or systems
    • Internet connectivity from a Puzzel User to the demarcation point where Puzzel's ISP physically connect to Puzzel's Data Centre (Figure 1 - Internet)
    • Voice connectivity from the End User to the demarcation point where a Puzzel interconnecting carrier physically connect to Puzzel's Data Centre (Figure 2 - Voice & Voice over Internet)
    • Voice connectivity from the demarcation point where a Puzzel interconnecting carrier physically connect to Puzzel's Data Centre to the End User. (Figure 2, demarcation point 1 - Voice & Voice over Internet)
    • Voice connectivity from the demarcation point where a Puzzel interconnecting carrier physically connect to Puzzel's Data Centre to the Puzzel User. (Figure 2, demarcation point 2 - Voice & Voice over Internet)

Figure 1 - Internet

Figure 2 - Voice & Voice over Internet

3. •  Availability is calculated for any measurement period (being a calendar quarter i.e. January to March, April to June etc) as the percentage of the period which the service is Available (i.e. not unavailable as set out in section 3.2). For this calculation, the Service is deemed to be Available throughout any Maintenance Window which is Notified at least 24 hours in advance (see section 6).
4. Faults
   •  Reporting
     • Deficiencies, errors, bugs, or other malfunctions in the Services (each a “Fault”) shall be reported to Puzzel’s support at https://help.puzzel.com as soon as possible after the occurrence of the Fault.
     • P1 and P2 Faults must be reported both on Web and over phone.
     • Faults reported by web should include the following details:
       • Customer name and customer number
       • Name, telephone number and email address of the person who reported the Fault
       • Fault details e.g. queues, DDIs, callers affected etc
       • Consequence of the fault
       • Time/date of fault
       • Attachments e.g. fault log, screen print etc.
   • Classification
     • Puzzel classifies all reported Faults, acting reasonably, according to Impact and Urgency as described below. Based on this classification, each Fault is given a Priority.

       Impact

       Term	Definition
       High	The Fault affects either all Agents or all End Users using the Service.
       Medium	The Fault affects more than one User or more than one End User using the Service.
       Low	Other Faults.

       Urgency

       Term	Definition
       High	Application is unavailable and/or the Fault prevents End Users communicating with Agents
       Medium	Application is available, but feature is not working as expected and no work around is available.
       Low	Application is available, but feature is not working as expected, but work around is available.

       Priority

       Urgency	High	Medium	Low
       Impact
       High	P1-Highest	P2-High	P3-Normal
       Medium	P2-High	P3-Normal	P4-Low
       Low	P3-Normal	P4-Low	P5-Lowest

       ​​​​​​​

   • Response
     • Time to respond is calculated on the basis of Puzzel’s service tool; it is the time from the recorded submit time to first response from Puzzel
     • Faults reported by web outside Business Hours are processed and recorded as submitted the following business day.
     • The target time to fix Faults may be subject to a Product Release and/or the availability of an appropriate Maintenance Window to deploy the fix.
     • Reported Faults will be processed according to the following time targets (“hours” according to applicable Support Plan for P1 and P2 Faults):

5. Change Requests
   •  All requests for change must be submitted in writing including:
     • ​​​​​​​Customer name and customer number
     • Change instructions
     • Urgency and go live date/time
     • Any requirements for testing the change
     • Attachments, for example scripts, .wav files, call flows
   • Urgent changes request must be followed up with a phone call to Puzzel support. (regardless for Support Plan)
   • A change request is small if it does not impact subscription fees or (in Puzzel’s assessment, acting reasonably) it requires no more than two hours of engineering effort or comprises no more than:
     • ​​​​​​​One DDI/Queue/Skill
     • Existing position in queue messages applied (up to position 10)
     • No agent exit (to existing queue or message)
     • One time module
     • Queue music
     • Four announcements e.g. welcome, closed, queue and emergency message
     • Statistics update (DDI number and queue added to existing reports)
   •  Following receipt of a change request, Puzzel will assess the change and inform the Customer whether it agrees to such change and whether the change is 'small' for the purposes of this SLA. Puzzel may, acting reasonably, decline any change request. Reasonable grounds for refusal include where the implementation of the change request is not in accordance with applicable law or is not practicable by virtue of the multi-tenanted nature of the Puzzel System.
   • Change Requests are normally processed within the following time frames:

1. •  Targets for completion of change requests which are not small or other consultancy requests are available on request from Puzzel.
   •  Change requests performed by Puzzel are invoiced as specified in the contract. Puzzel’s standard change prices can be found here: https://help.puzzel.com/announcements/pricing-professional-services

6. Maintenance Windows

The schedule for Regular Maintenance Windows for the current year is published at https://help.puzzel.com/announcements/scheduled-maintenance-windows

7. Contact Details
   •  For quick and efficient Support, we refer to https://help.puzzel.com.
   • To contact Puzzel Support by phone (subject to Support Plan), call:
     • ​​​​​​​(DK) +45 70 80 70 80
     • (UK) +44 333 300 0066
     • (SE) +46 (0)8 4000 4000
     • (NO) +47 21 89 89 89
     • (FI) +358 942 72 27 00
     • (BG) +359 2 474 4545​​​​​​​