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  • More
    • ActiveXchange APAC
    • About us
      • Our story
      • Our team
      • Our partners
      • Our clients
      • Our awards
      • Your data our commitment
      • Service level agreement
    • Who we help
      • Case studies
      • Venue operators
      • Commercial gyms & swim
      • Local Govts and RSTs
      • State & national sports
      • Planning consultants
      • Industry suppliers
    • Data products
      • Sector intelligence
      • Investment Planning Model
      • Social Value Model
      • Supply & demand
      • Member acquisition
      • Member risk & retention
    • SportsEye platforms
      • National Database
      • SportsEye for Operators
      • SportsEye for Govt & RSTs
      • SportsEye for Sports
      • SportsEye Academy
      • Guidance Videos
    • News & Contact
      • Contact us
      • News
      • Work with us
      • Media enquiries
    • Other AX Countries
      • AX Canada
      • AX USA
      • AX EMEA
  • ActiveXchange APAC
  • About us
    • Our story
    • Our team
    • Our partners
    • Our clients
    • Our awards
    • Your data our commitment
    • Service level agreement
  • Who we help
    • Case studies
    • Venue operators
    • Commercial gyms & swim
    • Local Govts and RSTs
    • State & national sports
    • Planning consultants
    • Industry suppliers
  • Data products
    • Sector intelligence
    • Investment Planning Model
    • Social Value Model
    • Supply & demand
    • Member acquisition
    • Member risk & retention
  • SportsEye platforms
    • National Database
    • SportsEye for Operators
    • SportsEye for Govt & RSTs
    • SportsEye for Sports
    • SportsEye Academy
    • Guidance Videos
  • News & Contact
    • Contact us
    • News
    • Work with us
    • Media enquiries
  • Other AX Countries
    • AX Canada
    • AX USA
    • AX EMEA

Activexchange Service Level Agreement

Purpose and scope

  

This page defines the specific services for the Client that the Company will provide and describes the Services to be provided all as more specifically described in this schedule below:

a. Customer Support

b. Monitoring and Reporting

c. Backup Services

Service Hours

The customer service help desk will be available to accept, and work on support e-mails sent to intelligence@ActiveXchange.org (APAC) and intelligence@ActiveXchange.ca (North America) and info@ActiveXchange.co.uk (EMEA) between the hours of 0830 and 1830 Monday through Friday excluding Public Holidays.

Customer support response times

 ActiveXchange shall provide the following response times to e-mails received:


  • Customer support emails to  ActiveXchange's customer support email address will be acknowledged within an hour of receipt. Details of the incident and contact information will be taken from the submitted information, a service request will be raised, and the service request number will be returned to Client in the response. 
  • In each case, ActiveXchange will assign the appropriate level of priority and an appropriate support analyst to the service request, and  ActiveXchange shall use its reasonable endeavours to ensure that work shall commence within the times specified in the table below. 


  1. High priority = 8 hours (resolution target time is 1 day).  A major issue which prevents the Services or a part thereof from being run and/or cripples the Software or a part thereof or causes severe performance degradation; causes a halt to the operation of important tasks by Client or places the operation of such tasks at risk;  
  2. Medium priority = 24 hours (resolution target time is 2 days).  A major problem with the running of the Services, notably to perform in accordance with and provide the facilities, functions and capacity as set out in the Proposal or relevant technical documentation, (other than a major issue). 
  3. Low priority = 72 hours (resolution target time is 5 days).  A minor inconvenience, which causes minor disruption to the Client. 


Temporary fixes will be suggested and made at the earliest possible time, reflecting the severity and complexity of the problem. These will then migrate to a permanent fix in the time frames specified above. 

Support email - severity and impact guidelines

 When Client logs a support email with ActiveXchange, impact and severity will be assigned to the email by ActiveXchange using the following guidelines.


Impact: the extent the problem would have on Client’s business continuity (reflecting number of people affected):

  • single user
  • functional group
  • geographical group
  • organisation

 

Severity: how severely the Client’s business is impacted.

  • unable to carry out business function
  • major inconvenience
  • minor inconvenience


Escalation process

 

The email  logging system escalates based on the time that an email (call) remains in a particular status & impact/severity. Escalation levels:


1. Support analyst notified

2. Support analyst and team leader notified

3. Support analyst, team leader and support manager notified

4. Support analyst, team leader, support manager and director notified.


Client can request escalation by contacting  ActiveXchange’s customer support within Service Hours. All requests will be logged and overseen by a director level member of staff.

Servers and Backups

ActiveXchange stores client data on servers within the Client's region. 


 ActiveXchange will ensure that backups are performed on a minimum monthly basis. The majority of ActiveXchange's products are built on the Microsoft technology stack, ensuring best practice with respect to data management and security, further details are available at https://privacy.microsoft.com/

Online Availability

Online server availability will be in line with the service levels specified by the service provider contracted by the Company (Microsoft for the majority of products and data services).


ActiveXchange's approach to data management and security can be found here.

Annex

 ActiveXchange develops and maintains the platform in a domain hosted on a dedicated web based server. The Client has access to the platform through a secured login process based

on their privileges.


ActiveXchange takes all reasonable steps within its control to maintain the functionality and

performance of the tool and ensure the security of the data stored within the platform. The following sections shed light to the server specifications and data protection and recovery policies of the Online Hosting Provider (OHS) through its terms and conditions.


Annex 1


  • Servers are based in client regions (Microsoft)
  • 99.9% uptime 
  • ISO27001 certified
  • ISO/IEC 27018 Certified
  • Microsoft Azure SQL Database


Annex 2


Automated Backups:

SQL Database uses SQL Server technology to create full, differential, and transaction log backups for the purposes of Point-in-time restore.


The transaction log backups generally occur every 5 - 10 minutes and differential backups generally occur every 12 hours.


Security:

Transparent data encryption for SQL Database.

Transparent data encryption (TDE) helps protect SQL Database against the threat of malicious activity. It performs real-time encryption and decryption of the database.

Copyright © 2020 ActiveXchange - All Rights Reserved.

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