SLA

     

    Imagen Ltd
    Domain Name Management Service
    Service Level Agreement (SLA)

     

    Agreement

    This agreement is to define Domain Name Management Service (DNMS) provided to a customer. This agreement specifies service hours, availability, support levels or duration and any restrictions on support.

    This Service Agreement (this Agreement) is made a general agreement effective January 1st 2014 between Imagen Ltd (hereafter referred to as Imagen Ltd) and customers who have purchased this service (hereafter referred to as Customer) and establishes a commitment for providing a domain name management service as detailed in this Agreement. This document clarifies both parties’ responsibilities and procedures to ensure Customer needs are met in a timely manner.

    1.1 Services Provided

    The following service(s) are provided to the customer by this agreement.

    • As an Nominet accredited domain name registrar, Imagen Ltd provides registration of qualified domain names for computers and servers to represent the customer’s presence on the internet.
    • Imagen Ltd provides name servers (DNS) to handle domain name lookup queries.
    • Imagen Ltd provides an online support website. No telephone support will be provided.
    • Imagen Ltd may provide other related services it deems beneficial to customers

     

    1.2 Service Objectives

    The service is available 24 hours per day, seven days per week.
    The DNMS availability goal is 99.9% of the time during the defined service hours, excluding scheduled maintenance downtime or disasters outside of Imagen Ltd’s control.
    The standard maintenance window is on Monday from 09:00 AM – 5:00 PM (GMT). Most planned outages will occur during this window. Any other planned outages will be scheduled during the nights and weekends.

    1.2.1 Requesting Help and Support

    1.2.1.1 Incident Management and Service Goals

    The Imagen Ltd’s designate or other knowledgeable staff member will respond via email and the website https://cambridgeimaging.zendesk.com to the Customer’s incident within:

    • 4 hours for issues classified as urgent.
    • 1 business day for issues classified as normal priority, service request, or business inquiry.

    1.2.1.2 Obtaining Help and Support

    Customers may request support by emailing support@imagenevp.co.uk or by entering a support request at the website https://cambridgeimaging.zendesk.com

    1.2.1.3 Service and Support Availability

    Imagen Ltd will make the DNMS service available 24 hours per day, all days of the year, with the exception of necessary planned interruptions for service, upgrades, and reconfiguration.
    The Support and Help system is manned between 9am and 5pm Monday – Friday GMT.

    A hour telephone number is provided for Law Enforcement Agencies (LEA’s) to report serious incidents of abuse: 01954 262022 This telephone number will not answer queries or questions from any other source.
    Imagen Ltd cannot guarantee timeframes for the following situations:

    • Systems that are defined as being in a disaster recovery state
    • Issues involving client configuration

    1.2.2 Escalation Procedures

    All urgent incidents are reported to the Network Operations Center. Reporting and escalation of non- urgent incidents is as follows: notification is sent to Partner support. If not responded to, the Data Center manager is contacted. If not responded to, the Service Delivery Manager is contacted.

    1.2.2.1 Complaints Procedure

    A separate complaints procedure is published at https://imagenevp.com/complaints/
     

    1.2.3 Scheduled Maintenance

    The services provided require regularly scheduled maintenance in order to meet the stated service windows and service level objectives. Although when possible maintenance will be performed from 9:00 AM to 5PM , much of the work required to maintain the Data Center must occur during normal business hours. This work, in most cases, does not cause an outage for the customer.

    1.2.4 Constraints

    • DNMS service relies upon network connectivity being available.
    • DNMS service relies upon firewall rules allowing DNMS traffic to pass through the firewall.

    1.2.5 Security


    Physical access to the data center is managed by the Imagen Ltd’s Network Operations Center, no customers are allowed in the data centre, There are no exceptions to this rule.

    1.2.6 Backup and Recovery

    DNMS data is kept in a Windows DNS database. The database is backed up several times per day, and maintained in more than one location.

    2. Responsibilities

    This Service Level Agreement (SLA) between [Customer] and the Imagen Ltd establishes a commitment for DNMS service as detailed in this Agreement.
    The summary section defines the specific service level objectives for the service(s) provided under this agreement while the overview provides additional details on who the customers are that utilize the service(s).

    2.1 Scope

    The following service(s) are provided to the customer by this agreement.

    • Imagen Ltd will monitor the DNMS service for the customer.
    • Imagen Ltd will communicate outages affecting the services via a notice or notices on the support website.

    2.2 Customers

    Imagen Ltd does not provide any “reseller” services and customers cannot purport themselves to be agents of Imagen Ltd.

    2.3 Objectives

    The primary goal of this Agreement is to obtain mutual agreement that the proper procedures, requirements and service levels are in place to provide consistent service support and delivery to the customer by Imagen Ltd.
    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 the services offered to the customer
    • Match perceptions of expected service offerings with actual service support and delivery.

    2.4 Service Level Reviews

    This agreement will be reviewed on an interval no greater than one year by Imagen Ltd.

    2.5 Service Requirements

    2.5.1 Customer

    The Customer will:

    • Adhere to the customer rights and obligations detailed the terms and conditions (https://imagenevp.com/terms-conditions/)
    • Follow appropriate procedures and requirements covered in the registrant rights and responsibilities set down by Nominet; (http://www.nominet.org.uk/uk-domain-names/registering-uk-domain/legal-details/terms-and-conditions-domain-name-registration)

    2.5.2 Imagen Ltd

    Imagen Ltd will:

    • Maintain accreditation with Nominet – and the responsibilities that entails
    • Adhere to its obligations detailed within the Imagen Ltd terms and conditions (https://imagenevp.com/terms-conditions/)
    • Maintain appropriately trained staff
    • Meet response and resolution times
    • Maintain hardware within standard life-cycle