www.mrsa.uk.net
ASP Service;
Service Level Agreement
This Service Level Agreement ("SLA") is between The Training Foundation Ltd, a Company registered in England,
no. 3603214, of Foundation House, Millburn Hill Road, Coventry, CV4 7EZ (“TTF”) and XXX of…………….
………………………………………………….(“Customer”) and describes certain performance and security
components regarding the operation of www.mrsa.no.com, the web hosting service provided by TTF.
This SLA is governed by the customer’s ASP Licence Agreement, and is complemented by TTF's Privacy
Statement, designed to protect the privacy, security and best interests of TTF's customers. TTF and Customer agree
to abide by the terms of this SLA. TTF shall use commercial best efforts to provide continuous and consistent
service with respect to this SLA. TTF reserves the right to add, subtract or amend the terms of this agreement at any
time in the event of significant changes in market conditions which adversely affect TTF’s ability to provide its
hosting services. Such changes shall be notified to Customer with at least 60 days notice.
Service Availability
This section describes TTF's uptime guarantee for the mrsa.no.com service.
TTF will use commercial best efforts to provide customers with 99.5% network availability (note 1). Service status
reports will be distributed monthly via e-mail to Customer’s nominated administrator.
TTF reserves the right to plan a scheduled outage with forty-eight (48) hours advance notice. TTF will use
commercial best efforts to schedule these outages at non-peak hours and limit their occurrence to strictly necessary
upgrades and required maintenance. Details of all scheduled outages are maintained on www.mrsa.no.com in the
Customer Care section and broadcast via e-mail to Customer’s designated administrator
Customer Responsibilities
It is Customer’s responsibility to notify all affected persons within their organisation of scheduled outages.
Physical Security and Environmental Control
This section describes how TTF protects the mrsa.no.com service against unauthorised physical access and the
threats of fire, power, temperature, humidity and other physical forces.
The mrsa.no.com hosting platform is located in secure offices in Manchester, UK. Physical access to the data centre
is strictly limited to authorised personnel. Other persons are admitted only on an as needed basis (e.g., to maintain
hardware components) and only under supervision. The data centre is protected by state-of-the art fire prevention
and intruder alarm systems. Continuous conditioned power is supplied by UPS backup systems.
Network Access and Security
This section describes how TTF protects the service against unauthorised network access and the related security
measures TTF takes to protect its customers. It also contains some customer technical requirements.
TTF uses industry routers and switches and firewalls. Servers are installed in a load balanced and/or clustered
configuration, as appropriate. TTF connects to an Internet backbone via an Easynet SDSL line by-passing British
Telecom exchange.
Customer Responsibilities:
Customers are responsible for properly maintaining the functional operation of all workstation equipment including
connectivity to the Internet.
Prior to alleging any connectivity problems, the customer will verify that they are able to reach major sites such as
www.msn.com or www.yahoo.com.
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Customers must use Microsoft Internet Explorer Browser version 5.0 or higher. Customer's Administrators must
allow the running of all TTF ActiveX controls in order to carry out user and service administration provided by
TTF’s Service Manager. All TTF Active X controls are provided with digital certificates by VeriSign.
Customer is responsible for configuration of their Internet firewall to allow all necessary ports to be used.
Data Security
This section describes the significant measures TTF takes to protect customer information and contains important
requirements for customers to follow to further enhance data security.
All customer data is located in secure directories that require access authentication.
All customer data is backed up to tape. Backup tapes are stored in a secure off-site location. Nightly incremental
backups are taken Monday – Saturday with full back up on Sunday. Incremental backups are retained for two (2)
weeks. Weekly backups are retained for ten (10) weeks. Monthly backups are retained for fifty-two (52) weeks.
Customer Responsibilities:
The following customer requirements enhance data security:
 Customers must use discretion granting administrator privileges.
 Users must not share their login identifier or password.
 Users should change their passwords at least every forty-five (45) days.
 Users must select passwords that are eight (8) characters or longer. We strongly recommend that passwords
include mixed alpha and numeric text.
Implementation of additions or changes to course content
This section applies to new Revisions of courses as developed, tested and released by TTF.
 Minor corrections or changes to content will be made by TTF without reference elsewhere.
 Full details of the enhanced and/or new content of each major change will be posted on the Customer Care
section of the website seven days before intended implementation.
 No change to course content will be made which requires additional hardware or software by end users.
Customer Care Quality
This section describes how TTF maintains high quality customer care to ensure customer satisfaction.
TTF provides a variety of ways for customers to request help or otherwise make inquiries.
 Telephone support during normal business hours (9 – 5.30 Mon – Fri). The support telephone line is 02476
411288.
 E-mail to support@trainingfoundation.com
Severity categories and response times are as follows:
Severity #1 - assigned to outages that prevent access to the Service.
Severity #2 - assigned to a situation that slows an organisation's response time
Severity #3 - assigned to (1) a general question relating to a technical issue or (2) a request for functional
enhancement of a course.
Description
Status Updates
TTF Management Elevation [Note 1]
Resolution report identifying the cause of the
problem
Severity 1
2 hours
Yes
Severity 2
24 hours
As Needed
Severity 3
2 business days
As Needed
Yes
Yes
As Needed
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If TTF fails to comply with the response procedures described above, it will give affected customers a full day's
credit [Note 2].
Notes
[1] TTF Management Elevation escalates customer communication responsibility of an open item's status, through
progressive levels of TTF management, for each subsequent reporting cycle as follows: 1st elevation - supervisor of
help-desk support; 2nd elevation - Customer Service Manager; 3rd elevation - Director of Operations; 4th elevation
- CEO (or another officer of the company).
[2] All credits are limited and will not exceed the total charge relevant for a specific period.
Accepted for and on behalf of:
The Training Foundation Ltd
Signature: ……….………….
Full Name: …………………..
Job Title: ………..………..
Date: ……………
Foundation House
Millburn Hill Road
Coventry
United Kingdom CV4 7EZ
Signature: .………………………..
Full Name: ………………………..
Job Title: …..……………………..
Date: ………..…
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