ImagicleCare. Support and Maintenance Services

Transcription

1 ImagicleCare. Support and Maintenance Services Reference guide rel. 2.0 dated Imagicle spa Headquarters Operational HQ Operational HQ T ,00 paid up cap. Via Fondacci, 272 Via Fratelli Di Dio, 2 Via Borin, 48/a F VAT ID IT Massarosa Magenta Treviso info@imagicle.com (LU) Italy (MI) Italy (TV) Italy

2 Introduction Choosing an Imagicle product, you made an important investment for your Business; still your investment can be further optimised according to how your application is managed day by day, in order to achieve top efficiency and be provided with the services you need, the moment you need them. Imagicle has developed an inclusive technical support and maintenance program for your software. Your requirements will be fulfilled and you will be assisted. ImagicleCare is a complete technical support and maintenance program that will understand your need and will assist you in any situation. Our support team is ready to help and make sure your application is working properly while you can fully concentrate on your work without worries. All imagicle products include our ImagicleCare Basic technical support. A team of specialists always ready to take your calls in 5 different languages (Italian, English, German, French and Spanish), but if you are looking for a more advanced technical support service, with guaranteed and determined reaction time, subscribe and ImagicleCare Gold program. ImagicleCare support services are not intended as guidance through the installation and configuration of the product nor to the customisation of the solutions, but rather for supporting your everyday use of our solutions. For all other needs, we shall be proud to assist you with our Professional Services. ImagicleCare Basic Support Program ImagicleCare Basic includes a number of services offering an inclusive post installation software support and is guaranteed for the first 12 or 36 months from the first registration date (see paragraph Free Period included for every product). Basic Support services include: 1. Software maintenance: a - Minor software update through automatic Live updates. (Minor software update is an update for example from version 4.0 to 4.1 where a specific upgrade licence is not required). 2. Web support: ticket request and knowledge base access through 3. Telephone support: call or make a Skype call to Imagicle. 4. support: support@imagicle.com After the included period, ImagicleCare Basic Program can be renewed at a correspondent price of 10% of the product value (minimum fee 250,00 ) and extend the services for an extra 12/36months (see paragraph How to purchase an Imagicle Care program). For some special products (i.e. IMCUSTOM) the % may be different. Service Level Agreement ImagicleCare Basic ImagicleCare Basic services provide priority reaction definitions based on how an issue severe may be and the reaction time relates to the request priority and workflow of the helpdesk department. Imagicle will process the support requests to determine the priority level and will notify the client by within 4 hours on when the request will be treated accordingly to the table below:

3 Priority Impact on client Application status Max reaction Time Critical Grave Application/system is compromised. Consistent loss of service occurs. Next Business Day High Significant Application/system runs discontinuously. Reduction of Services occurs. 2 Business Days Average Minor Application/system runs with a moderate loss of services. Workarounds allow to work without service interruption Application/system run without or very little service impediment. Best effort Low Minimal/none Best effort The maximum reaction time is calculated on the basis of our opening hours. ImagicleCare Gold subscriber requests have priority to Basic support requests. Imagicle can and will reduce the priority level should the Client not be able to provide required resource or answers leading to the solution of the issue. Imagicle can and will ask the Client to cooperate to determine the issue and investigation. Issue Investigation can include network analysis, error message recording, configuration analysis, changes to the product configuration, installation of new software version or components or process changes. The Client is liable for the implementation of the required procedures for the safety and integrity of the software and data and of any unauthorised access, as well as the restoration of files that may get damaged or lost due to irreversible errors. Service operating time and period o for ImagicleCare Basic subscribers: from Monday to Saturday (included) from 8.30 to and from to (CET/CEST). Italian bank holidays excluded as well as Company closing periods o for ImagicleCare Gold subscribers: from Monday to Saturday (included) from 8.30 to and from to (CET/CEST). On-call service for critical issues during Italian bank holiday as well as Company closing periods Ticket - support request ImagicleCare Basic provides a unlimited number of tickets. A support request, also named ticket is a request forwarded with the purpose of obtaining support for a single issue and defined by an intervention that is reasonable to apply in order to solve the notified issue. A single issue is intended to be an issue that cannot be further divided into secondary issues. Otherwise, each secondary issue will be considered as a new support request. Free period included in every product Every Imagicle solution includes free Basic services for 1 or 3 years from the application registration. 12 months All imagicle products excluding those covered by period of 36 months.

4 36 months Imagicle Products of which price includes 36 month Basic services are: o Blue's Professional (<= 120 extensions) o Imagicle Hotel o Blue's Hotel Pro o Blue's One CTI TAPI o Blue's Voice Memory Warrant and support on hardware products All Imagicle hardware products are covered by a 12 month warranty. Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorised for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device. This same procedures applies in case of expired warranty. ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products. ImagicleCare Gold support program If you require a more advanced support service for your product, with predetermined and guaranteed reaction time, subscribe an ImagicleCare Gold support program available in 2 versions. Gold Support services include here under conditions as detailed in the version table: 1. Software maintenance: a - Minor software update through automatic Live updates. b - Major software update, with installation support. Minor software update is an update for example from version 4.0 to 4.1 where a specific upgrade licence is not required). Major software update is an update for example from version 4.0 to 5.0 where a specific upgrade licence is required). 2. Telephone support: call or make a Skype call to Imagicle 3. support: support@imagicle.com 4. Web support: ticket request and knowledge base access through support.imagicle.com 5. Remote support: using an innovative and secure technology by Webex or Netviewer, our specialists can temporarily and under authorisation take over your PC-server running the product for an effective troubleshooting and solution. Under request, the remote session can be recorded. Service Level Agreement ImagicleCare Gold ImagicleCare Gold services provide priority reaction definitions based on how an issue severe may be and the reaction time relates to the request priority and workflow of the helpdesk department. Imagicle will process the support requests to determine the priority level and will notify the client by within 30 minutes on when the request will be treated accordingly to the table below:

5 Priority Impact on client Application status Critical High Average Low Severe Significant Minor Minimal/none Application/system is compromised. Consistent loss of service occurs. Application/system runs discontinuously. Reduction of Services occurs. Application/system runs with a moderate loss of services. Workarounds allow to work without service interruption Application/system run without or very little service impediment. Maximum reaction time < 60 minutes < 2 working hours < 4 working hours < 8 working hours The maximum reaction time is calculated on the basis of our opening hours. Imagicle can and will reduce the priority level should the Client not be able to provide required resource or answers leading to the solution of the issue. Imagicle can and will ask the Client to cooperate to determine the issue and investigation. Issue Investigation can include network analysis, error message recording, configuration analysis, changes to the product configuration, installation of new software version or components or process changes. The Client is liable for the implementation of the required procedures for the safety and integrity of the software and data and of any unauthorised access, as well as the restoration of files that may get damaged or lost due to irreversible errors. Service operating time and period From Monday to Saturday (included) from 8.30 to and from to (CET/CEST). On-Call service Imagicle guarantees an on-call service for critical issues during Italian bank holiday as well as Company closing periods. Ticket support request ImagicleCare Gold offers an unlimited number of tickets. A support request, also named ticket is a request forwarded with the purpose of obtaining support for a single issue and defined by an intervention that is reasonable to apply in order to solve the notified issue. A single issue is intended to be an issue that cannot be further divided into secondary issues. Otherwise, each secondary issue will be considered as a new support request. Warrant and support on hardware products All Imagicle hardware products are covered by a 12 month warranty. Hardware products include technical support service provided by the ImagicleCare Basic plan. In case of fault during the warranty period, immediately contact the technical support department. After the fault is determined, the device return can be authorized for repair or replacement that will be carried out free of charge except for shipping costs that will be charged to the client. Should a found fault not be covered by warranty, we shall notify the repair costs to the client, before repairing the device. This same procedure applies in case of expired warranty.

6 ImagicleCare Gold plan subscription does not modify above described warranty and support conditions covering hardware products. Imagicle Care Gold support programs Imagicle Care Gold program services are not included in the product (unless specified in the commercial offer). Imagicle Care Gold program services are related to the single license and are cannot be used for different products owned by the Client. Gold program is available in 3 versions. Program details Gold Pro Gold 1 Gold 3 products to which it applies Blue's Professional (<= 120 extensions) Imagicle Hotel Blue's Hotel Pro Blue's One CTI TAPI Blue's Voice Memory All the Imagicle products excluded Blue's Professional (<= 120 extensions), Imagicle Hotel, Blue's Hotel Pro, Blue's One CTI TAPI, Blue's Voice Memory Duration 3 years 1 year 3 years SLA (best response time) Yes, <60 yes, <60 Yes, <60 Average response time <120 <120 <120 Included tickets unlimited unlimited unlimited Minor Software update yes yes yes Major Software update yes yes yes Help desk yes yes yes support yes yes yes Web support yes yes yes Remote support yes yes yes Customer Portal yes yes yes Level of support 1 st and 2 nd level Supported languages ITA-ENG-DEU-FRA-ESP Service activation Upon product registration Service operating time 8.30am pm and 2pm - 6pm (CET/CEST) Monday to Saturday (included). On-call service for critical issues Service operating period during Italian bank holiday as well as Company closing periods Price* (VAT excluded) 500, USD * For some special products (i.e. IMCUSTOM) the % may be different. 20% of the product value, USD 40% of the product value (=13,3% per year), 2,000-2,500 USD

7 How to purchase an Imagicle Care program In order to purchase an Imagicle Care Gold maintenance and support program or extend an ImagicleCare Basic maintenance and choose the plan that best suits you, call us on or mail or enquiry an Imagicle Partner. Imagicle Care services comparison Program details Basic Gold SLA (best response time) Next Business Day < 60 Average response time 2 Business Days Included tickets unlimited unlimited Minor Software update yes yes Major Software update - yes Help desk yes yes support yes yes Web support yes yes Remote support - yes Level of support 2 nd level only 1 st and 2 nd level Supported languages ITA-ENG-DEU-FRA-ESP ITA-ENG-DEU-FRA-ESP Service activation Upon product registration Upon product registration Service operating time 08:30 12:30 e 14:00 18:00 (CET/CEST) Service operating period Monday to Saturday (included), Italian bank holidays excluded as well as Company closing periods * For some special products (i.e. IMCUSTOM) the % may be different. Monday to Saturday (included). On-call service for critical issues during Italian bank holiday as well as Company closing periods Imagicle Care Plans comparison table Plans Basic 1 Gold 1 Gold 3 Basic Pro Gold Pro Products All the Imagicle products excluded Blue's Professional (<= 120 ext.), Imagicle Hotel, Blue's Hotel Pro, Blue's One CTI TAPI, Blue's Voice Memory Blue's Professional (<= 120 ext.) Imagicle Hotel Blue's Hotel Pro Blue's One CTI TAPI Blue's Voice Memory Duration 1 year 1 year 3 years 3 years 3 years Included with the purchase or the product (even in the case of upgrade or expansion) yes - - yes - Price 1 (VAT excluded) 10% of the product value, USD 20% of the product value, USD 40% of the product value (=13,3% per year), 2,000-2,500 USD USD USD 2 products 3 products 4 products 5 products 6 products or more 5% 10% 15% 20% 25% Discounts for concurrent renewals of several products 2 In case you are subscribing ImagicleCare contracts for more products, the minimum value provided by the plan will be only applied after the discounts for simultaneous renewals. For example, if you wish to purchase a 1 year ImagicleCare Gold contract simultaneously for 2 products: - Product A: 2000,00 - Product B: 1000,00 First thing, the total value of the plan for both products is calculated: ( )x20%=600,00 Then, the discount is applied: 600,00-5% (discount)= 570,00 The resulting price is compared to the minimum value provided by the plan: 570,00 < 700,00 Total amount due: 700,00

8 1. For some special products (i.e. IMCUSTOM) the % may be different. 2. The bundle, identified by a single price list code, is considered as single product. All contracts renewed after their expiry date will not take advantage of the multiple product renewal discount. Furthermore, an extra EUR 250 (275$) will be charged. Client liablity The Client guarantees that Imagicle systems are used and maintained according to the documentation provided with the Product Imagicle is not liable for the support of third party products not provided by Imagicle. Should the issue be identified as related to third party products, Imagicle support Team can and will continue the troubleshooting once the specific third party issue is fixed. The Client is liable for the third party support agreement. The Client will endeavour to update the software to the most recent version release The Client will fill in the support request form and add the required information when submitting a new ticket request on The Client will provide connectivity to the product in order to grant Imagicle with a data connection for a remote support and maintenance. The Client and Imagicle will agree the necessary security measures to prevent unauthorised access, however only the Client can be liable in matter of network security. Imagicle will not connect to the Client s Network without previous authorisation and such connection will only be finalised to the technical support. The Client will endeavour, as requested by Imagicle, to cooperate in the issue investigation and provide an electronic access to the product. Should the Client not provide or delay such connectivity, Imagicle will not be liable for this reduction of service for the period equal to this period of omission or delay. The Client is due to pay the agreed fee within the agreed term. Imagicle may not and will not provide support until the agreed fees have been settled. Further conditions Imagicle may not and will not provide technical support in these cases: Should the final Client amend, damage or modify the product or part of it, especially if the Client uses the software or hardware that is not certified to be fully compatible with Imagicle products without explicit permission of the Imagicle technical support. For any product that has reached the status of End of Life (EOL) and that is therefore no longer supported For any product that is not covered by a valid support contract For any problem caused by: an accident, transport, negligence or improper use; alteration; product modification; where the installation environment is not suitable; the use of material or supplies not satisfying the specifics, should the se of the product be different from the specified purposes for which the software has been designed, for problems cause by negligence, abuse or distraction of the Client. For the use of the product on systems different from those specified for the product. Imagicle will not be liable for modifications the Client may have made to use the product.