Service Level Agreement
(SLA's)

Introduction

This Agreement represents a Service Level Agreement (“SLA” or “Agreement”) between Valour Prints Ltd & Customer for the provisioning of Bedspoke services rendered as outlined in our website & connected content. This Agreement remains valid until superseded by a revised agreement. This Agreement outlines the parameters of all services covered as they are mutually understood.

Goals & Objectives

The purpose of this Agreement is to ensure that the proper elements and commitments are in place to provide consistent service and delivery to the Customer(s) by the ServiceProvider(s). The goal of this Agreement is to outline those commitments as promised to the Customer(s) by the ServiceProvider(s). The objectives of this Agreement are to;
• Provide clear reference to service ownership, accountability, roles and/or responsibilities.
• Present a clear, concise and measurable description of service provision to the customer.

Service Management

Effective support of in-scope services is a result of maintaining consistent service levels. The following sections provide relevant details on service availability, monitoring of in-scope services and related components.

Service Availability

Coverage parameters specific to the service(s) covered in this Agreement are as follows:
• Telephone support: 9:00 A.M. to 6:00 P.M. Monday – Saturday
• Calls received out of office hours will be forwarded to a mobile phone, where one of the team will be in touch within 2 business days from any missed call.
• There is a Form via the website for out of office submissions aswell, where all enquiries wil be replied to within 2 business days.
• Account support: Monitored 9:00 A.M. to 5:00 P.M. Monday – Friday
• All attempts to contact the Valour team outside of office hours will be collected, however, there is no guarentee you will have a respond until the next available oppotunity within the outlined business hours.

Service Requests

In support of services outlined in this Agreement, the Service Provider will respond to service related incidents and/or requests submitted by the Customer within the following time frames:
• 0-8 hours (during business hours) for issues classified as High priority & in need of immidiate attention.
• Within 48 hours for issues classified as Medium priority.
• Within 5 business days for issues classified as Low priority.
The priority of all Service Requests will be dictated by the Production Manager, who will ensure all enquiries are tackled within the outlines SLAs.

Delivery Time

Valour Works is a bespoke service provider & therefore, doesnt offer a next day service. We endevour to get all our products to our clients within the requested time frames. Our current commitments are as follows:
• Within 2 Business days a response to all request forms will be issued.
• Invoices are issued once agreed with the client and last for 28 days from the date of issue.
• Within 28 Business days for completion & posting of all orders from the date an invoice is paid (larger order may have unique deliverables that fall outside this).
• Within 10 Business days for items to be delivered (all items are sent 2nd class via Hermes).
• 28 days from delivery date as part of consumer rights act 2015 to acquire any form of compensation under UK Law. Please check our Shipping & Return Policy to see if you are eligable.

Contact Information

General Enquiries 

Contact: Valour Prints Ltd  
Website: https://valourworks.co.uk/  
Email: support@valourworks.co.uk  
Address: 160 Kemp House, City Rd, London, England, EC1V 2NX

Consumer Rights   
 
Contact: Consumer Rights Act - 2015 under UK Law  
Website: Legislation.gov

The Consumer Rights Act 2015[1] is an Act of Parliament of the United Kingdom that consolidates existing consumer protection law legislation and also gives consumers a number of new rights and remedies.