SoftLogic Systems Software Support Agreement for TurboBroker Customs Software. Version 1.1 Last Updated:

Transcription

1 SoftLogic Systems Software Support Agreement for TurboBroker Customs Software. Version 1.1 Last Updated:

2 Purpose SoftLogic Systems The purpose of this document is to define the benefits and terms of the Support Agreement between SoftLogic Systems and purchaser of the support plan. Support Agreement SoftLogic Systems (SLS) offers software support plans to help you and your employees effectively utilize the full potential our software. Each of our support plans includes a fixed number of incident response sessions handled via or telephone. Other methods may be included in the future such as an integrated live chat or similar. Customized plans are also available which include onsite training, working one-on-one with your employees to help them solve real world problems. Our regular support plans are well suited to most customers and require a minimum of twelve (12) months service agreement. These support plans pays off in a number of positive ways for your organization: Cost containment: Locking in a price for software support makes budgeting much easier. Roll over of incident response sessions: One (1) unused incident response session will be rolled over to the next month. For example, the Multi-User Plan provides up to 4 incident response sessions per month. If you use three (3) or less of your incident support sessions, you will have a maximum of five (5) sessions available in the next month. Solution documentation: At the end of each quarter you will receive an itemized list detailing the specific incidents that were handled, and the solution provided for each incident. If a problem cannot be resolved to the satisfaction of your organization, the incident will not count toward the total number included in your plan. In these cases, every effort will be made to find a solution to the problem through other sources. Customized solutions development: As a preferred customer, you are entitled to reduced rates for customized solution development for our software products. Rates vary by project. Contact SLS for further details. Reduced purchase costs for product upgrades: As the holder of a support plan you only pay 30% for the purchase price for software upgrades from one release to the next

3 whereas without the support plan you will pay at least 60%. You also will receive free software updates and free phone/ assistance to apply those updates. Local support: With a support plan you are allowed a certain number of site visits by our local support representative in order to resolve user impacting issues. Site visit requests above that allocated in the support plan may be charged at the appropriate hourly rate. Also support calls that are not related to a defect in the software (such as reinstallation assistance or user re-training) will be charged at the appropriate rate. How does the service work? Each service plan includes a fixed number of incident response sessions handled by site visits, or telephone: Global Support Contact: contact for support: [email protected] Telephone number for support: +1 (416) Option 2 Response turnaround time is typically less than 72 hours. If an incident cannot be resolved to your satisfaction it will not be counted against the total allowed for your plan. SoftLogic Systems support team will work closely with your employees to provide solutions to any real world problems encountered with our products. Our normal hours of operation are between 8:00 AM and 5:00 PM Eastern Standard Time Monday to Friday. Requests received after 5:00 PM will be processed next business day. However, as an added bonus for having a support contract with us, you have the ability to schedule after-hours work with us if you foresee that you will require our assistance. You must engage us minimum three business days prior to your scheduled after-hours task. When SoftLogic Systems receive a request for service, a problem ticket will be created with the details of the issue and a ticket number will be ed to you. You will continue to receive E- Mails every time the ticket is updated. Please provide as much details as you can when requesting support. Always include such details as version and revision numbers (available from our software help menu) as well as operating system you are using. Softlogic Systems support team will use the details you provide and attempt to recreate the problem at our lab so as to provide a tested solution in the quickest time possible. Please be aware that in some instances our support team may require access to your desktop. Our support team will advise when this is required and you will be required to install a third-party remote access software (TightVNC or similar) to allow us to view and interact with your system in real time. Once a service agreement is in place, spread the word so that your employees know that they no longer need to struggle for a solution when one may be quickly provided for them. Each

4 contact from your organization and the resulting response will be logged and a detailed list of all incidents and responses will be forwarded to you at the end of each quarter. Support Plans Two predefined plans are offered, but any combination of these elements are available if you desire a more customized support arrangement.. The details of our predefined plans are listed below: Multi-User Plan: This plan has been tailored to fit the most commonly needed support options for medium to large organizations, or for those whose users may require additional support over and above what your organization is equipped to provide. The plan includes the following elements: Up to 4 incident response sessions per month. The cost of this plan is $600 per annum, a minimum of twelve (12) months must be purchased, but you may purchase additional support in twelve (12) month blocks up to a maximum of 36 months. One unused incident will be rolled-over to the next month provided the plan is not expiring in that month. Additional incidents over your allowed maximum will be charged $25 per incident. Onsite training, re-installation or other non-standard support assistance is available at extra cost. Contact SLS for details. Multi-User Plan response times: User Impacting incidents: As stated above the typical response time is less than 72 hours and as part of the support agreement SoftLogic Systems commits to resolving any user impacting issues (such as software bugs that affects the use of the software) within 72 hours. Non-Impacting incidents: SoftLogic Systems will resolve such incidents in ten (10) business days or by the next release of our software update. Incidents not resolved within the allocated times will not reduce incident quota for that month. An incident will begin when SoftLogic creates and s a ticket tracking number in response to an or telephone request for support. Ticket tracking numbers will be ed within twenty-four (24) hours of receiving a qualifying support request or the incident will not count against quota for that month. If in order to resolve an incident we require interactive access to your desktop but this cannot be provided, SoftLogic Systems can only commit to a best-effort approach towards a resolution. In

5 this case no time commitment for a resolution will be in effect and the incident will keep counting against monthly quotas as long as it remains open. Single-User Plan: This plan is best suited to small organizations that require only occasional support for their users. The plan includes the following elements: Up to 2 incident response sessions per month. The cost of this plan is $200 per annum and a minimum of twelve (12) months must be purchased, but you may purchase additional support in twelve (12) month blocks up to a maximum of 36 months. Additional incidents over your allowed maximum will be charged $25 per incident. Onsite training or assistance is available at extra cost. Contact SLS for details. Single-User Plan response times: User Impacting incidents: As stated above the typical response time is less than 72 hours and as part of the support agreement SoftLogic Systems commits to resolving any user impacting issues (such as software bugs that affects the use of the software) within 72 hours. Non-Impacting incidents: SoftLogic Systems will resolve such incidents in fifteen (15) business days or by the next release of our software update. Incidents not resolved within the allocated times will not reduce incident quota for that month. An incident will begin when SoftLogic creates and s a ticket tracking number in response to an or telephone request for support. Ticket tracking numbers will be ed within twenty-four (24) hours of receiving a qualifying support request or the incident will not count against quota for that month. If in order to resolve an incident we require interactive access to your desktop but this cannot be provided, SoftLogic Systems can only commit to a best-effort approach towards a resolution. In this case no time commitment for a resolution will be in effect and the incident will keep counting against monthly quotas as long as it remains open. Customized Plans You can implement more than one plan, or a combination that best serves your needs. Software installation, onsite training or one-on-one user assistance is available as a separate service, not associated with incident response support. We can also provide custom solutions to meet your specific needs. This service is provided as a special service to our clients and is billed at the preferred development rate of $60 per hour. Regular rates for development services are $85 per hour.

6 Need More Information? For more information, contact SLS in one of the following ways: Mail: SoftLogic Systems, 21 Clearjoy Street, Brampton, Ontario L6V 4N6. Telephone: +1 (416) , menu option 2. End of Document.