“Business Hours” means 08.30 to 17.30 on a Business Day.
“Business Day” means a day other than a Saturday, Sunday or public holiday in England and Wales, when banks in London are open for business.
“Online Chat” shall mean the webchat on the Platform that is available during Business Hours.
“Platform” means the software or application that is operated by YesRef which the Sports Provider procures Referee Services.
“Platform Fault” shall mean an operational fault of the Platform.
“Sports Provider” shall mean the club that has signed up to use the Platform for Referee Services.
“Support Services” shall mean the support services set out in this policy in which YesRef shall carry out to assist with diagnosing, isolating and identifying problems with the Platform, including provision of remedies, workarounds and solutions for faults in the Platform. Such solutions may be in the form of an update to the Platform or a temporary fix until a new version/release of the Platform can be released the Sports Provider when a fault or general issue is flagged on the Platform.
“Scheduled Downtime” means any work planned in advance on the Platform to be carried out by YesRef or on YesRef’s behalf that may cause the Platform and therefore the Referee Services to be temporarily suspended.
“Unscheduled Downtime” means any work that is required on the Platform without notice in the case of an emergency or a Force Majeure event.
2. Support Services
Support Services shall be provided in accordance this Policy.
Platform Fault Notification: The Sports Provider may contact YesRef via:
Online Chat: https://help.yesref.com;
WhatsApp: +44 7822 012126;
Telephone: 0330 124 6844
(collectively “the Helpdesk”)
The Sports Provider is required to provide the relevant details regarding the Fault to the Helpdesk to allow YesRef, or YesRef’s third party to investigate the Fault.
YesRef shall use reasonable endeavours to try and resolve the Fault within  Business Hours (the Target Time for Resolution) following notification, however the Sports Provider recognises and accepts that YesRef may not be able to meet the timescales and these are only intended to be targets.
In the event that the Fault is raised on a non-business day, the Target Time for Resolution will not begin until the start of the Business Hours following Business Day.
YesRef will make updates to the Platform at such time as the update is produced and generally made available by YesRef. Such update will result in Scheduled Downtime or Unscheduled Downtime where such update is required in the case of emergencies or Force Majeure.
4. Scheduled Downtime
Downtime will be scheduled with at least five (5) Business Days advance notice to the Sports Provider via email or similar means and will generally be completed between the Business Hours.
5. Unscheduled Downtime
From time to time YesRef may need to perform unscheduled maintenance to the Platform in case of emergencies or a Force Majeure (as defined in the Master Software as a Service Terms). YesRef shall wherever possible will ensure that this is carried out outside of Business Hours, and shall use all reasonable endeavours to provide the Sports Provider with notice in advance.
6. Support Service Boundaries
YesRef shall have no obligation to provide Support Services where:
a) the cause(s) of any fault in the Platform is as a result of a failure/error/fault in Sports Providers’ network, computer systems or computer hardware;
b) the cause(s) of any fault in the Platform have been identified by YesRef as having arisen from any misuse or incorrect use of the Platform by the Sports Provider;
YesRef reserves the right to suspend the provision of Support Services in the event that any charges are outstanding.
8. Service Availability
YesRef shall ensure that the Platform is available for the Sports Provider’s use 99% of the time, 24 hours per day, 7 days per week, excluding Scheduled Downtime or Unscheduled Downtime. Service availability is measured using the total number of minutes in a calendar month minus the total number of minutes in that month that compromises Scheduled Downtime or Unscheduled Downtime.
9. Changes to this Policy
YesRef reserves the right to make changes to this policy from time to time. Such updates will be notified to the Sports Provider by email.