Posture Group workstationassessments.co.uk Service Level Agreement (SLA)


Posture Group is a trading name of Relaxa UK Limited (“The Company”).
Webfusion / Donhost are the tier one datacentre that house and support Posture Group’s managed dedicated servers (“Hosting Provider”)

This service level agreement (SLA) sets out clearly what levels of service you can expect from The Company. We place great emphasis on the quality of our service and feel that this SLA reinforces our commitment to provide you with the best possible service.

Hosting and server support by external hosting company

The Company outsource the hosting of all our web based health and safety management applications to an external hosting partner Webfusion / Donhost (“Hosting Provider”).. The Hosting Provider is a tier one datacentre that setup, house and support mission critical managed servers and applications for thousands of companies across Europe.

The Company have dedicated servers that are fully managed and supported with the highest level of support available from The Hosting Provider.

In-house technical support department

The company has a dedicated in-house technical support team to support any technical problems encountered by our clients and problems are dealt with in a timely and efficient manner via email and a dedicated support number, online software helpdesk and email communication.

Hosting support

The Company is committed to providing the highest quality of server hosting service to all clients. To support this commitment The Company gives the following service level guarantees to all clients.

99.9% network uptime

Thanks to the power and resilience of The Hosting Provider’s network infrastructure, we can guarantee that our network will be available 99.9% of the time. Availability is measured on a calendar-month basis.

Service availability is defined as the ability of a user to login and use the software system without connectivity issues using their web browser.

Connectivity issues only relate to those caused by The Company’s hosted servers and not the Clients internal servers that provide access to the internet.

Secure datacentre

All the web hosting hardware is securely housed in state-of-the-art datacentres. With tightly-controlled access, uninterruptible power supplies, protection from natural disasters and multiple points of connection, your data stays safe and your websites are constantly available. The datacentres have been designed to offer an exceptionally high level of physical security. Every centre is physically manned 24/7, every day of the year.

Each datacentre is equipped with uninterruptible power supply (UPS) equipment so we can stay fully operational - even in the event of a prolonged power outage. If the main power supply fails, the datacentres will immediately switch to UPS power. This keeps all hardware functioning in the short term, while the system automatically fires up on-site diesel generators. At a minimum, The datacentres store 36 hours worth of fuel for these and have more generating capacity than is required.

Every datacentre is equipped with a fully-automated fire detection and suppression system. These systems are able to detect the sub-micron particles released during a fire's early stages. They also monitor heat and smoke. Fire suppression is provided by gas systems which release Inergen gas (75% carbon dioxide) to neutralise combustion. These systems activate 30 seconds after the first stage alarm is triggered.

Instant reboot

The data centres are equipped with electronically controlled power outlets, allowing The Company to reboot our servers directly from ou offices and by our technical support team.

We guarantee that we will reboot your server within 15-minutes - 7 days a week, 365 days of the year.

Ten minute engineer server support

If a critical problem occurs with the server hosting your web based software, we will get an engineer on it within five minutes of you reporting the issue. We will keep you fully updated on the status of any problems.

Security updates

We will respond promptly to security threats that will effect your software by applying the relevant patch or taking other action.

Instant hardware replacement

The datacentre always maintains a complete server with the same or better hardware specification as the current server, ready to hand over instantly in the event that the server suffers a failure.

Bandwidth guarantee

We will always maintain sufficient network bandwidth to service all customers at full capacity, even if one of our internet connections fails.

Technical Support:

Technical support of the web based software application is provided in 1 of 2 ways:

Technical support team directly – Contact the team directly by calling them on 020 3303 0657.
Available 09:00am – 18:00pm - Monday to Friday.

Via email – You can contact the technical support team directly by emailing them at technical.support@posturegroup.co.uk.
Available 24 hours a day, 7 days week.

Server support problems outside of normal office hours:
Normal office hours are 09:00am – 18:00pm - Monday to Friday. If there any hosting or server issues outside of these hours please email technical.support@posturegroup.co.uk.
Available 24 hours a day, 7 days week.

To better assist you, please send us a message with the full description of your support request or technical problem.

Non hosted server based technical support response times:

The Company's standard technical support response time is two hours or less. The response time, however, may depend on the nature and complexity of the problem. It will also depend on the customer using the correct procedures for notifying us of the problem.

A two-hour support response does not apply to any "how to" connectivity or software development related queries since such issues often involve extensive research and testing.

The technical support team assigns the highest priority to queries related to the servers unavailability. Such issues are addressed immediately upon notification.

Customer Service, Billing and Sales Enquiries

Non-technical enquiries regarding your web based hosted health and safety software system should be dealt with in one of the following ways:

Telephone – Contact the relevant team directly by calling them on 020 3303 0980.
Available 09:00am – 18:00pm - Monday to Friday.

Via email
Sales – sales@posturegroup.co.uk
Customer service – service@posturegroup.co.uk
Accounts and billing queries – accounts@posturegroup.co.uk
Any other queries - info@posturegroup.co.uk

Pricing:

Price freeze
We will not increase the price you pay per software license during the term of your contract, even if the price to new customers changes.

 

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WorkstationAssessments.Co.Uk by Posture Group
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"5 million working days were lost as a result of back pain in 2003-04, making back pain the largest single cause of work-related absence in Britain"

"Back pain is the number 2 reason for long term sickness in much of the UK"

"All employers have a duty of care to protect the health and safety of their employees"

"RSI costs employers almost £300 million per annum in lost working time, sick pay and administration"
ACPOHE 2008

"Poor posture whilst sat at a computer causes more back problems than the excessive lifting and carrying". (Workplace Law Network, October 2006).