Privacy Policy

1 Definitions

In these Terms, the following words and phrases shall have the following meanings, unless the context requires otherwise.

“Business Solution Pack” means documentation and/or a prototype and/or other artefacts which are provided by Legado to the Client and together specify the functionality of the software to be deployed by the Client at launch.

“Change Control Notice” means a document signed by the Client and Legado recording a change to the Client’s requirements.

“Change Request” means a proposal by the Client for new or amended functionality made in accordance with these Terms and which will require a response in the form of a Change Control Notice.

“Client” means the company or other entity which receives Software Services from Legado.

“Incident” means an unplanned interruption to a service or a reduction in the quality of a service.

“Legado” means Legado Technologies Limited.

“Response Time” means the elapsed time from receipt of the Service Request by Legado’s Support Helpdesk to the time the relevant engineer from Legado triages the Service Request.

“Resolution Time” means the elapsed time from receipt of the Service Request by Legado’s Support Helpdesk to the time the relevant issue is resolved to the Client’s reasonable satisfaction.

“Service” means the provision to the Client of assistance with operating queries, problem diagnosis, corrective help and technical assistance in relation to the Client’s use of the Software Services.

“Service Hours” means the standard time periods specified in paragraph 3.1 within which the Client may submit Service Requests or Change Requests in accordance with these Terms.

“Service Request” means a request for Service made by the Client in accordance with these Terms.

“Support Team” means the nominated Legado personnel who will service the Service Request.

Other defined terms used in these Terms shall have the meanings given to them in the Framework Agreement between the Client and Legado.

2 Application of Terms

The parties acknowledge the Client may request Enhancement Services and may also deploy the Legado Platform to different areas of its business. These Terms cover all live Software Services provided by Legado to the Client under the Framework Agreement and all signed Service Schedules.

These Terms provide detail on how Legado will provide support to the Client in relation to Service Requests and Change Requests.

3 Service Hours

3.1 Hours
The hours for the performance of the Service will be 08:30 to 17:00, Monday to Friday, excluding Christmas Day (25 December), Boxing Day (26 December) and New Year’s Day (1 January).

4 Service Contacts

4.1 Legado Contacts and Escalation

4.1.1 Support Helpdesk: legado.zendesk.com
4.1.2 For escalation: Account Manager

5 Standard Support Service (Incidents)

5.1 The Standard Support Service, as described in Appendix A, includes access to Legado’s Support Helpdesk.

5.2 Service Requests made by the Client in accordance with these Terms will be handled as follows:

1. All Service Requests will be logged by the Client with the Legado Support Helpdesk as tickets.
2. All Service Requests must be described in sufficient detail by the Client to diagnose the Service Request accurately (all required information is outlined in Appendix B). Any lack of clarity in the Service Request will result in non-fulfilment of the Service Request until such clarity is achieved.
3. Once the Service Request has been logged, Legado will respond within the service level for Incidents specified in paragraph 8.1 below.
4. On resolution of a Service Request to the Client’s reasonable satisfaction, Legado’s Support Team will close the issue on the Helpdesk.

5.3 Any Service Requests that are not covered under these Terms will be fulfilled only at the discretion of Legado and will be quoted and charged for separately.

6 Support Process: reference to Business Solution Pack (Incidents)

6.1 A Business Solution Pack specifying the scope of the relevant functionality will be supplied by Legado to the Client in respect of each deployment of the Legado Platform (prior to launch). Each such pack will be to the appropriate level of detail so that a deviation from expected Legado functionality is clear. This will be cross-referenced when identifying any Incident.

7 Change Requests

7.1 Change Requests made by the Client in accordance with these Terms will be handled as follows:

1. All Change Requests will be logged by the Client with the Legado Support Helpdesk as tickets.
2. All Change Requests must be described in sufficient detail by the Client to enable Legado to assess the Enhancement Services required to deliver the proposed change (required information is outlined in Appendix C).
3. Once the Change Request has been logged, Legado will acknowledge it within the service level for Change Requests specified in paragraph 8.3 below.
4. Once all required information is available to Legado, it will assess the proposed change. If Legado and the Client subsequently agree and sign a Change Control Notice, Legado will then deliver the relevant change in accordance with that Change Control Notice.
5. On resolution of a Change Request, Legado’s Support Team will close the issue on the Helpdesk.

8 Service Levels

8.1 Standard support service response and resolution times (Incidents)
Each Incident is given a priority, which sets how quickly Legado will respond to it and resolve it:

• Critical: response within 2 hours (120 minutes), resolution within 24 hours (1,440 minutes).
• High: response within 2 hours (120 minutes), resolution within 72 hours (4,320 minutes).
• Medium: response within 24 hours (1,440 minutes), resolution within 120 hours (7,200 minutes).
• Low: response within 24 hours (1,440 minutes), resolution within 720 hours (43,200 minutes).

8.2 How priority is set (Incident Matrix)
The priority of an Incident depends on how serious its impact is and how many people it affects. The Client selects both when raising a ticket, using the information described in Appendix B.

Impact levels

• Impact 1: the issue stops all business processes from operating, or causes severe financial impact on the Client or multiple End Users.
• Impact 2: the issue severely affects the business process but some activity can still be carried out, or causes moderate financial impact on the Client or multiple End Users, or causes a regulatory breach.
• Impact 3: the issue has a moderate effect on the business process, or causes minimal financial impact on the Client or multiple End Users.
• Impact 4: the issue has a minimal effect on the business process, has no financial impact on the Client or End Users, and has no risk of regulatory breach.
• Impact 5: the issue has no effect on the business process, has no financial impact on the Client or End Users, and has no risk of regulatory breach.

People Affected 1: the issue affects all system users

• Impact 1: Critical
• Impact 2: Critical
• Impact 3: High
• Impact 4: Medium
• Impact 5: Low

People Affected 2: the issue affects all relevant Client users or all End Users

• Impact 1: Critical
• Impact 2: High
• Impact 3: Medium
• Impact 4: Medium
• Impact 5: Low

People Affected 3: the issue affects multiple End Users or multiple relevant Client users

• Impact 1: High
• Impact 2: Medium
• Impact 3: Medium
• Impact 4: Medium
• Impact 5: Low

People Affected 4: the issue affects an individual End User or relevant Client user

• Impact 1: High
• Impact 2: Medium
• Impact 3: Low
• Impact 4: Low
• Impact 5: Low

8.3 Standard support service response time (Change Requests)
Once a Change Request has been logged, Legado will acknowledge it within 2 Business Days and will also request any further information it requires for its assessment as soon as reasonably practicable.

8.4 Platform uptime
The service availability level for the Legado Platform is stated in the Framework Agreement.

9 Client’s Obligations

9.1 The Client shall:

1. raise all Service Requests and Change Requests in accordance with these Terms;
2. provide the relevant engineer or developer handling a Service Request or Change Request with unlimited access to any relevant systems, equipment or other materials for the purposes of performing the Service;
3. be responsible for ensuring that any relevant equipment is cared for and operated in accordance with the manufacturer’s recommendations; and
4. observe and carry out its obligations in accordance with the Framework Agreement.

Appendix A: Service Description

Standard Support Service

Our Standard Support Service is designed to give the Client confidence that any issues with its use of the Software Services during the Framework Term will be handled promptly and professionally.

The Standard Support Service includes the Helpdesk, which gives the Client a day-to-day contact for support issues. The Client can use it to report a bug or issue, ask a question or raise a Change Request.

During the Framework Term, the Client can contact Legado for help and support by raising a ticket through the Legado Support Helpdesk during Service Hours. Contact details can be found in paragraph 4.1.

When the Client raises a Service Request, Legado needs it categorised by People Affected and Impact, which together set its priority. Legado will respond to the Service Request within the service level for that priority, as set out in paragraph 8.1, and will keep the Client updated on progress throughout the life of the Service Request.

Appendix B: Raising Issue Tickets for Incidents

Information required for identifying and resolving Incidents

When raising a ticket for an Incident, the Client will need to provide the following.

Impact. The Client selects the option that best reflects the impact of the Incident on the platform and business services. The options are the Impact levels set out in paragraph 8.2.

People Affected. The Client selects the option that best reflects how many users are affected by the issue. The options are the People Affected levels set out in paragraph 8.2.

Description. The Client describes the Incident in enough detail for it to be identified and resolved. A good description:

• gives background on the systems, processes or events leading up to the issue;
• explains what is happening, or not happening, as expected, as specifically as possible;
• includes any error messages, warnings or codes;
• gives steps to recreate the problem, where it is safe to do so;
• attaches or refers to any relevant logs, data or supporting documents;
• mentions any recent changes or updates to the system before the problem started;
• lists any troubleshooting already tried and what happened;
• says what the Client needs from Legado, such as a fix, further investigation or an acknowledgement;
• uses clear language and explains any technical terms the reader may not know;
• gives the date and time the problem was found; and
• names the business area covered by the Legado Platform where the issue occurs.

Attachments. The Client can upload screenshots and other information to support the description.

If you have any questions about raising a ticket, please get in touch through our contact page.

Appendix C: Raising Change Requests

Information required for raising a Change Request

When submitting a Change Request, please include:

• a clear description of the requested change and the reasons for it;
• the outcome you expect from the change; and
• examples or visuals that help explain it, where relevant.

If you have any questions about raising a Change Request, please get in touch through our contact page.

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