INTRODUCTION

Full Cycle Training Ltd aims to provide the highest level of service possible. We focus on providing a level of service which is adequate and required to support the client through their working relationship with Full Cycle Training Ltd . We will aim to rectify every issue in a timely manner, as soon as reasonably practicable and this Service Level Agreement lays out an expectation for the client, and Full Cycle Training Ltd , of the support that is available to the client throughout service.


SUPPORT HOURS

Full Cycle Training Ltd operates in the United Kingdom and our support hours are 09:00 - 17:00, Monday to Friday (excluding bank holidays). Where we refer to a “working day” in this agreement, this is a day that falls within our support hours.


METHODS OF SUPPORT

Where a client needs direct support, whether that be with use of the service provided by Full Cycle Training Ltd , or an issue that the client is experiencing with the service, we are able to provide direct support through the following methods of communication:

• Telephone support
• Email support (info@fullcycletraining.co.uk or direct with your Account Manager)
• Live chat
• Video conference calls (please allow 7 working days for a video call to be arranged and actioned)

You can request direct support through any of the above methods and you can do so by calling or emailing Full Cycle Training Ltd directly. We will require:

• Company name
• Contact details of whom is raising the issue
• As much detail as possible of the issue

Where Full Cycle Training Ltd are unable to resolve an issue immediately, we will respond to the issue within 24 hours and begin our process of resolving the issue in line with this SLA.

On occasions, we may require more information on the issue before we can begin investigating and resolving. Where this is the case, our time frames outline in the SLA will begin from the date of which adequate information has been provided to Full Cycle Training Ltd to enable us to begin our investigation and resolution process.


TIMESCALES FOR RESOLUTION

For ease of explanation to the client, and for us to determine severity of any issue raised, Full Cycle Training Ltd have created our own method of categorising the issues that will be raised and are confident all issues will fall within one of these categories. We are using a level system from one to four, one being most severe and four being least. These categories provide full guidelines on our response times to issues raised:

Category one:
Where the system is entirely unavailable, Full Cycle Training Ltd will aim to respond with an update within 1 hour and will aim to resolve the issue within 1 working day.

Category two:
Where a significant part of the system is unavailable (e.g. the entire LMS, or entire training platform), we will aim to respond within 1 hour and to resolve the issue within 1 working day

Category three:
Where the system is working and capable of delivering core functions (training delivery and reporting), but issues exist with other elements of the system, we will aim to respond within 1 working day and to resolve the issue within 7 working days.

Category four:
Where there are bugs with certain features in the system, but the system still operates in a way that allows full use of the service, we will aim to respond within 3 working days and to resolve the issue within 21 working days.


HOW WE WILL RESPOND

Full Cycle Training Ltd will respond to any issue in writing. We will provide you with a category level of the issue raise which will then align with the timescales for resolution detailed above. Once resolve, a full update will be provided to the client and we will document the issue to ensure the likelihood of repeating the issue is minimised.


ISSUES OUTSIDE OF OUR CONTROL

There may be times where circumstances impact our ability to resolve issues in the manner outlined above, such as where our supplier is experiencing issues which are affecting the delivery of our service. In these cases, we will provide regular updates when we receive them from our supplier direct to the client with timescales on resolving the issue.

Furthermore, exceptional circumstances such as flood, war, acts of god etc. may pose an impact on our service, and in such circumstances this SLA does not apply as these circumstances are entirely out of our control.

Finally, in cases where a client is in breach of contract, or in arrears on their account, Full Cycle Training Ltd reserves the right to retract their obligation under this SLA until such breaches or arrears are resolved