CitNOW Group - (February 2025 Edition)

Our customer support team is committed to delivering exceptional service with professionalism, efficiency and care. Whether you have a question, need assistance or require a resolution, we are on hand to help.

1. Introduction
   This Service Level Agreement (SLA) outlines the support services provided by the CitNOW Group to our users. This agreement details the scope, availability, and response times for support cases raised by users of our Products and Services.
2. Support Team Composition
   The CitNOW Group Support team includes Product Specific Specialists, Support Executives, and Technical Operations team members. Our team is dedicated to providing prompt and efficient assistance to ensure the smooth operation of our software.
3. Support Channels
   
   1. Users can raise support cases through the following channels:
      • Phone
      • Email
      • Product ‘support’ contact section
   2. Contact details can be found via the following links:
      • RTC contact details
      • Dealerweb contact details
      • CitNOW contact details
4. Escalation Points
   Support issues can be escalated through the following hierarchy to ensure timely resolution:
   • Group Customer Support Manager
   • Head of Group Customer Support
   • Group Operations Director
   • Chief Operations Officer
5. Support Availability
   The CitNOW Group Support Opening Hours enable our UK based support team to be available to both UK & Non-UK markets during the below hours, thus ensuring core business operating hours are covered for multiple markets:
   • Monday – Friday: 08:00 – 17:30 GMT/BST
   • Saturday: 09:00 – 17:00 GMT/BST (with Premium support)
6. Response Times
   In the event of an issue or service disruption we are committed to resolving in a timely manner. Our response times are categorised based on the severity of the issue.
   

   Priority	Definition	Target Response Time (Within Working Hours)
   Priority 1 / Critical	Business & Customer Critical i.e. Complete system un-useable	Within 30 mins
   Priority 2 / High	Business & Customer Critical i.e. partial system un-useable	Within 2 Hours
   Priority 3 / Medium	Multi sub/user non business critical i.e Problematic behaviour	Within 3 Hours
   Priority 4 / Low	Single sub/user non critical Failure / Query	Within 1 Day

   We advise any P1/2 are advised via telephone for immediate action.
7. Raising Support Cases
   1. At the point of raising a case, a priority will be assigned by CitNOW Group Support (in accordance with the table in section 6) and the customer will be provided with a unique case reference number. The time that a case is logged will be used as the start time of the target response and resolution times. In order to prioritise the case, the following information will be required, for each case logged.
      • Customer name
      • Dept name
      • User and contact details
      • Application or process being reported
      • Full and accurate description of the fault and where possible examples
      • External customer impact if any
      • Number of users and dealerships affected.
   2. Following notification of a case by the Customer, the case will be assessed by CitNOW Group Support to determine the priority of the incident. For the avoidance of doubt, CitNOW Group Support assessment of the priority of an incident will be final. CitNOW reserves the right to deescalate the priority of a Case upon investigation or in the event of multiple fixes required, whereby partial fixes may deescalate the priority whilst not eradicating the issue fully.
   3. The time for response or resolution will be suspended for periods where CitNOW Group Support are unable to make progress towards the resolution of an incident due to incomplete information from the Customer or the supplier of any Third-Party System which is connected to the support case. Suspended (Stop Clock) time will be excluded from the total incident time used to calculate a response or resolution.
8. Resolution Times
   Our average resolution time across all of our products is 2.9 days as of February 2025.
9. Customer Responsibilities
   In line with our CitNOW Group Terms and Conditions, CitNOW Group shall not be liable for downtime as caused by the Customers mis-use of the Product or Services. To ensure a smooth and fast experience, customers are expected to:
   • Provide detailed information about the issue
   • Ensure availability for any necessary follow-up
   • Use supported hardware and software configurations
10. Maintenance and Downtime
    Scheduled maintenance will be communicated via product dashboard within the product at least 48 hours in advance. Emergency maintenance may be performed as necessary to ensure the stability and security of our systems. We shall endeavour to provide transparent communications without undue delay in the event of emergency maintenance.
11. Updates
    CitNOW Group reserves the right to update this SLA at any time.
12. Agreement Acceptance
    By using CitNOW Group products, users accept the terms and conditions outlined in this SLA.