Last updated April 2018 to formalise the extension of Support Hours beyond Business Hours
Here at Kobas we understand our responsibility to provide rock solid in-venue EPoS and Cloud based hospitality business management platforms. This Kobas Service Level Agreement (“SLA”) details our commitment to our paying clients. It explains how we strive to ensure our systems are available for use, and our support arrangements should things unfortunately go wrong.
1.1 Our web sites, EPoS systems, associated data processing and emailing facilities are collectively known as the “services”.
1.2 “We” or “us” are Kobas, a trading name of Kobas Technologies Ltd, registered in England and Wales with company number 9298066.
1.3 “You” or “the user” are a user of our Cloud based hospitality management platform, or our in-venue EPoS system, working for a paying Kobas client.
1.4 “Annual Uptime Percentage” is calculated by subtracting from 100% the percentage of minutes during the year in which Kobas Cloud or EPoS, as applicable, is “Unavailable” outside of planned maintenance events.
1.5 “Unavailable” and “Unavailability” mean:
1.6 All times are in UK time unless otherwise stated.
1.7 “Public Holidays” means bank holidays in England and Wales.
1.8 “Business Hours” means 09:00 to 18:00 on weekdays excluding public holidays.
1.9 “Support Hours” means 09:00 to 21:00 on weekdays excluding public holidays, and 12:00 to 21:00 on weekends and public holidays with the exceptions of New Year’s Day, Easter Day and Christmas Day when our Support Desk is closed.
The purpose of this agreement is to ensure proper process and commitments are in place to provide essential business tools to the user. This agreement seeks to present a clear, concise and measurable description of your Kobas service provision, and to match perceptions of expected service provision with actual service support and delivery.
While this agreement outlines our minimum obligations to you, we will always strive to exceed them. A higher level of service agreement is available upon request and is subject to a premium.
The following services are covered by this agreement:
In order to meet your requirements in support of this agreement, you must:
We commit to providing appropriate notification to you ahead of all planned maintenance events. This would be a minimum of two business days ahead of an event. If an event is expected to take more than 2 hours, or conflict with trading hours, we would provide a minimum of 5 business days of notice. Where ever possible, we will perform such events outside of your trading hours, and outside of UK business hours.
The Kobas Cloud and KAPI services run on Amazon Web Services (AWS). All data is routinely backed up between 03:00 and 04:00 UTC daily, which may result in a slight loss of performance at that time. When necessary, software package maintenance occurs between 05:00 and 06:00 UTC on Monday mornings, and brief outages are possible (though rare) during this time.
Kobas EPoS servers run on dedicated hardware in your venue. We run remote backups at 05:00 UTC daily. At this time performance may be briefly reduced, but the EPoS will still function. The nature of our continuous delivery of software means that your EPoS software could be patched at any time without unavailability; though we always strive to perform non-trivial updates outside of your venue’s trading hours. Operating system updates occasionally require a remote reboot which will result in a brief outage. If this is necessary, it will be performed outside of your venue’s trading hours.
With the exclusion of planned maintenance events (5.1) and automated backups and patches (5.2), we commit to Kobas Cloud, KAPI and EPoS services maintaining a minimum of 99.99% annual uptime. This allows for a maximum of 52.6 minutes of unavailability for each service throughout the year – an average of 4.4 minutes a month.
Our availability and historical performance are monitored by AWS alarms, and from our own external monitoring software.
Support requests should be raised and continued by emailing our helpdesk address firstname.lastname@example.org. Email is our preferred channel as it allows us to triage and collaborate effectively, leading to the quickest resolution for the more critical incidents.
While we commit to acknowledge all new requests within two Support Hours, we understand a rapid response is crucial to holding confidence in our support offering. We therefore strive to respond as quickly as possible, and tickets are flagged with our support manager if we do not respond within half an hour within these times.
Outside of Support Hours we continue to monitor support emails. Nominated members of our team will receive push notifications to their smart phones when new support emails arrive, and any operationally critical cases will be addressed as swiftly as possible. Non-critical requests will be addressed during Support Hours. Requests that require escalation beyond our support team will be handled during Business Hours.
Manned telephone support is not available on our basic SLA. However, callbacks may be requested by email. Premium telephone support can be requested at additional cost.
In the event of catastrophic failure, we can provide emergency on-site assistance. Extra costs apply on a per-incident basis. Costs are dependant on the nature, location and time of the incident.
This Service Level does not apply to any unavailability of our services under the following circumstances:
Thank you for using Kobas.