1. Service Availability

The Platform shall maintain a minimum 99% uptime, measured annually, excluding holidays, weekends and scheduled maintenance (“Availability”). Furthermore, any downtime resulting from outages of third-party connections or utilities or other reasons beyond Autone’s control will be excluded from any Availability calculation. Autone’s blocking of data communications or other Platform features in accordance with its policies shall not impact Availability under this Agreement. 

2. Issue Response and Resolution Timeframes

Autone will make reasonable commercial efforts to maintain the solution and resolve any issues according to the priority levels outlined below:

• Critical Anomaly: Complete disruption of one or more modules.
  • Response Time: Within 2 business hours.
  • Target Workaround Time: Within 4 business hours or within 24 hours outside of business hours.
  • Target Final Resolution Time: 5 calendar days.
• Major Anomaly: Partial disruption or significant degradation of a module.
  • Response Time: Within 2 business hours.
  • Target Workaround Time: 2 calendar days (or 3 calendar days outside of Business Hours).
  • Target Final Resolution Time: 14 calendar days.
• Minor Anomaly: Non-critical issues (e.g., display issues).
  • Response Time: Within 2 business hours.
  • Target Workaround Time: 1 calendar month.
  • Target Final Resolution Time: 3 calendar months.

Business Hours are defined as 9am-6pm GMT, Monday to Friday, excluding UK bank holidays. Critical incidents will be responded to 24/7.