Service Level Agreement

These terms were last revised on 2015-01-05.

Nickelled "the service"

User accounts

Nickelled user accounts for creating, distributing, and maintaining guides.

Guide creation

Nickelled provides software which allows you to create interactive guides for your website.

Standalone guides

Nickelled will publish a duplicate of your website and include the guide so that you can distribute them via a link.

Embedded guides

Nickelled will provide you with javascript snippet to include in your website which will allow you to embed the interactive guides in your website or application. Nickelled will host the javascript and guides and deliver as part of the service.

Administration, Maintenance and Reporting

Nickelled will provide access to an administrative interface where the guides can be managed and the guides performance reported.

Client support and service availability

Client support is available between the hours 09:00 and 18:00 GMT, Monday to Friday (excluding UK Bank Holidays and statutory holidays). Support queries will be accepted via email to your account manager or by telephone.

The target availability for the Nickelled is twenty four (24) hours a day, seven (7) days a week excluding any scheduled or emergency maintenance.

All support requests will be responded to within 24 hours and resolved as quickly as possible, inline with the severity of the problem.

Nickelled platform availability commitment scope

During each month of the Service Term of the Agreement, Nickelled undertakes to the Client that the Nickelled Platform shall be capable of being accessed no less than 99.9% of the time, twenty four (24) hours a day, seven (7) days a week. In the event of service availability falling below 99.9% in any one calendar month the Client is entitled to service credits at the following levels:

  • 97.1% to 99.9% – 5% of monthly service Fee credited back to account
  • 95.1% to 97.0% – 10% of monthly service Fee credited back to account
  • 93.1% to 95.0% – 25% of monthly service Fee credited back to account
  • 90.1% to 93.0% – 50% of monthly service Fee credited back to account
  • 0.0% to 90.0% – Full monthly Fee service credit

Unavailability shall not be deemed to occur as a result of maintenance activities (emergency and scheduled); acts or omissions of the Client or its agents; network unavailability outside Nickelled’s network; backbone outages; power failure of the National Grid; or events of Force Majeure as set out in the Agreement. For the avoidance of doubt the Client shall not be eligible for service credits if they are in violation of their responsibilities as set out in the Service Level Agreement or have any outstanding fees.