Reseller Technical Support Service Level Agreement (SLA) - FileHound

Service Agreement

The following detailed service parameters are the responsibility of FileHound the 'Service Provider' in the ongoing support of this 'Agreement' for our authorised, commercial and distributor 'Partners'.

Service Scope

The following Services are covered by this Agreement;

• Manned telephone support
• Monitored email support
• Remote assistance using Remote Desktop and a Virtual Private Network where available
• Planned or Emergency Onsite assistance (extra costs apply)

Partners Requirements

Partners responsibilities and/or requirements in support of this Agreement include:

• Payment for all support/software subscription costs at the agreed rate and interval.
• Reasonable availability of Partners representative(s) when resolving a service-related incident or request.

Service Provider Requirements

Service Provider responsibilities and/or requirements in support of this Agreement include:

• Meeting response times associated with service-related incidents.
• Appropriate notification to Partner for all scheduled maintenance.

Service Assumptions

Assumptions related to in-scope services and/or components include:

• Changes to services will be communicated and documented to all stakeholders.

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.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:

• Telephone support: 9:00 A.M. to 5:00 P.M. Monday - Friday
• Calls received out of office hours will be forwarded to a mobile phone and best efforts will be made to answer / action the call, however there will be a backup answer phone service
• Email support: Monitored 9:00 A.M. to 5:00 P.M. Monday - Friday
• Emails received outside of office hours will be collected, however no action can be guaranteed until the next working day

Service & Support Response

In support of services outlined in this Agreement, the Service Provider will respond to service-related incidents and/or requests submitted by the Partner within the following time frames:

• 0-8 hours (during business hours) for issues classified as High priority.
• Within 48 hours for issues classified as Medium priority.
• Within 5 working days for issues classified as Low priority.
• Remote assistance will be provided in-line with the above timescales dependent on the priority of the support request.

Service & Support Requests

Request Support Via Email & Online Service Portal

The Client’s Technical Support Contacts must submit requests for support to the Service Provider Contacts in the following ways:

1. by e-mail: support@filehound.co.uk or by accessing the
2. Freshdesk Online Service Portal: https://filehound.freshdesk.com/support/login

Please provide as much relevant detail and screenshots if necessary, for us to resolve your issue quickly and effectively.

Request Support Via Telephone

If telephone support is required to discuss your support request, there are two options available:

Option 1 - Call us

Call our IT Support Desk on the number below:

0333 311 9201

Opening hours: 9:00am to 5:00pm Monday to Friday

Option 2 - Request a call back

Contact us via email on support@filehound.co.uk requesting a call back.

Please also providing the following details to help us support your query:

• Your Full name & Company Name
• Contact number
• Availability
• Details of your support request

ContactYour Partner Account Manager

Feel free to contact your designated FileHound Partner Account Manager for any support requests or queries, they will be more than happy to help and be of assistance.