Support Service Standard

Support Service Standard

Purple shall provide or procure the provision of the Support Service to the Customer on the terms set out below following the receipt by Purple from the Customer of a Support Request.

1. Definitions

Support Request
A Support ticket raised via email, chat, WhatsApp or voice call into Purple’s Support team relating to a query or issue concerning Purple WiFi and Maps products.

1st Line Support
Customer shall be responsible for 1st Line Support via its helpdesk. Activities include:

• Provide support to end users.
• Provide all relevant Customer data for incident analysis.
• Escalate to Second Line Support or Third Line Support as required.

2nd Line Support
Responsibility is shared as follows:

• Management of Issues
  • Customer issues will be managed via Customer’s helpdesk.
  • Purple’s issues will be managed via Purple’s support desk.
• Customer Responsibilities
  1. Diagnosis of the incident.
  2. Raising a ticket for every incident.
  3. Resolution as and when necessary.
  4. Proactive 24×7×365 monitoring of the connection with the Purple platform.
  5. Review of any configuration of a Customer site.
• Purple Responsibilities
  1. Cosmetic issues (e.g., images not loading).
  2. WiFi issues (e.g., splash pages not loading).
  3. Errors in documentation.
  4. Missing or inaccurate translations.
  5. Impaired operations of some components (but user can continue using the software).
  6. Initial installation milestones are at minimal risk.
  7. Restoration or resolution where reasonably practicable (not involving modification of Purple software).
  8. Trend analysis and identification of service or design issues.
  9. Escalation to 3rd Line Support for resolution.
  10. Updating the nominated parties.
  11. Monitoring recurrence or continued incidents.
  12. Root cause analysis of incidents.
  13. Raising issues with Customer’s technical support team to resolve configuration issues.
  14. Information exchange between Customer and Purple when incidents are detected.

3rd Line Support
Purple shall provide 3rd Line Support for incidents Customer cannot resolve. Activities include:

• Provide technical support to Customer.
• Raise a ticket for every incident.
• Resolve incidents not resolved by 2nd Line Support.
• Develop, test and implement software patches or resolutions as necessary.
• Provide Service Improvement Plans as agreed.
• Support where report data elements may be unavailable.
• Support where a major milestone is at risk and installations are affected.
• Respond when the system is down or unavailable, critical data unavailable, any potential security or data protection compromise, substantial loss of service or quality, severe business disruption, or core functionality is affected.

Additional Supplier Activities

• Proactive 24×7×365 monitoring of the Service.
• Planned engineering work notifications.
• Emergency work notifications.

2. Raising a Support Request

A Support Request may be made by the Customer via:

• Email: support@purple.ai
• Portal: support.purple.ai
• WhatsApp: +44 (0)7700 177 095

3. Support Service Processes

For each Support Request, Purple shall:

1. Confirm receipt and specify a priority level.
2. Perform the Support Services in relation to the Request.
3. Follow any Customer instructions, within agreement constraints.
4. Liaise and cooperate reasonably with the Customer.
5. Provide regular updates, appropriate to nature and severity.
6. Ensure Support Services are prompt, cordial, and professional.
7. Inform the Customer if unable to resolve in the fix time; Customer may then escalate the priority.

4. Support Service Hours

ServiceHours1. Support Request logging24×7×3652. 2nd & 3rd Line Support logging24×7×365

• Response Target: Purple will respond to all contacts within one hour during support operating hours.
• Issue Identification: Once a fault is identified as an issue with the Purple platform, and after determining the appropriate critical level, Purple will provide the Support Service according to fix times in Appendix 1.

5. Customer Responsibilities

The Customer shall:

1. Ensure compliance with Purple’s prerequisites, including remote access and permissions to Access Points.
2. Notify Purple of any planned modifications or downtime of Customer Access Points.
3. Provide and maintain main contact information for support and security validation.
4. Provide relevant information to support investigation and resolution of Service Requests.
5. Maintain Customer systems up to date to enable delivery of Support Services.

6. Service Level Standards

6.1 Service Levels and Response Times

1. Acknowledgement: Within 1 hour of identifying a Purple platform issue; estimated resolution time provided.
2. Uptime Guarantee: ≥ 99.9%.
3. Refunds: Proportion of Subscription Fee refunded for downtime exceeding 0.1%.
4. Downtime Definition: One or more whole periods of 30 minutes duration, starting when Purple identifies a Critical Level Issue (Appendix 1).
5. Exclusions: Downtime does not include:
   • Scheduled Service Downtime.
   • Customer’s system/network/software failures.
   • Customer or third-party non-compliance with Purple instructions.
   • Breach of service terms (e.g., data limits).
   • Third-party infrastructure failures.

6.2 Scheduled Service Downtime

1. Purple may schedule Downtime for maintenance and upgrades.
2. Best endeavours to minimise disruption and duration.
3. Notify Customer at least 24 hours prior, including summary of work and estimated duration.
4. Best endeavours to perform maintenance without incurring Downtime.

Appendix 1: Issue Classification & Fix Times

Clock Suspend Conditions

Response and incident resolution timers are suspended when:

• Customer/partner delays confirmation of incident closure.
• Delayed/incomplete/inaccurate information from Customer/partner or third-party support.
• Purple awaits completion of third-party or Customer/partner activities to progress the incident.
• Failures in Customer/partner systems beyond Purple’s control.
• Force majeure events (including affecting Purple’s third-party vendors).

Purple will inform the Customer of any Clock Suspend and use reasonable endeavours to minimise impact.

_{[1] Service Level Standard 1: Issues resolvable by 2nd Line Purple Support Team.
[2] Service Level Standard 2: Issues requiring additional development work within Purple.}