QVIDIAN PROPOSAL AUTOMATION AND CONTENT LIBRARY PRODUCTS SCHEDULE B CUSTOMER SUPPORT SERVICE

Transcription

1 QVIDIAN PROPOSAL AUTOMATION AND CONTENT LIBRARY PRODUCTS SCHEDULE B CUSTOMER SUPPORT SERVICE 1.0 CUSTOMER SUPPORT SERVICE 1.1 While in effect by a fully paid license fee for the Customer s named user licenses and the operating environment meets the system requirements as specified in the Documentation, the Customer Support Service shall consist of the following: i. Remote support via ([email protected]), web access (www: qvidian.com/support) and by telephone ( or +44 (0) ) provided by Qvidian to the Designated Contacts (as identified by the Customer) shall be available Monday through Friday, on all business days except for periodic Qvidian company meetings that shall not exceed two hours, holidays observed by Qvidian, closures due to severe weather emergency, or legal impossibility. The support hours are; a. Americas (North, South America and the Caribbean) Eastern Time zone Central Time zone Mountain Time zone Pacific Time zone b. Europe, Africa and Middle East 9:00 to 18:00 GMT Qvidian shall use commercially reasonable efforts to respond to Customer s support inquiries typically within 2 business hours during Available Hours. Failure by Qvidian to make contact with the Designated Contacts within such time period due to the Designated Contacts unavailability or inaccessibility (e.g., they are in a meeting, out of the office, or otherwise unreachable) are beyond the control of Qvidian and may result in longer response times. ii. Product Maintenance and Upgrades shall be provided to Customer at no additional charge. From time to time, Qvidian may release an Upgrade to the Products

2 iii. Licensed to the Customer. Qvidian may also provide maintenance to the Service. Qvidian shall provide Customer notification of when such Upgrades or Maintenance will take place on the server device managed and hosted by Qvidian. Qvidian may provide reasonable blackout periods when the Services will not be available for Customer use during such time that Product Maintenance and Upgrades are being installed. Receiving responses to inquiries about reproducible apparent errors to determine if Software is not functioning in accordance with the Documentation and receiving technical support and Maintenance, if necessary, that shall result in the Software functioning in accordance with its Documentation. iv. Assistance with inquiries about the Software, its Maintenance and Upgrades, its Documentation by referral to applicable information in the Documentation, the Qvidian Support website or other sources of technical support and information that shall facilitate the resolution of the inquiry. v. Assistance with Software technical inquiries by referral to applicable information in the Documentation, the Qvidian Support website or other sources of technical support and information that shall facilitate the resolution of the inquiry. vi. Technical support on the Software and may include limited assistance with other applications, such as Microsoft SQL database, Internet Explorer, Microsoft Word or Power Point, various operating systems, anti-virus or customer relationship management applications as they operate in conjunction with Qvidian s Software. However, the aforementioned support is provided only for environments that meet the system requirements as specified in the Documentation and as may be updated from time to time by Qvidian. 1.2 Customer and its employees acknowledge their responsibility under the Customer Support Service for: i. Obtaining a reasonable level of user and administrator training for the Products installed or for Services that Qvidian routinely offers to its customers in the normal course of business. ii. Reasonably reading and performing instruction and guidance that is included in the Documentation. iii. For having a reasonable level of in-house technically knowledgeable personnel to support desktop and network environments. iv. Use commercially reasonable efforts to cooperate with Qvidian s correction efforts, including promptly providing to Qvidian all documentation, examples, source data and other information regarding each support request as is commercially reasonable for Customer to provide.

3 13.3 Exclusions to the Qvidian Customer Support Service: Qvidian shall not be obligated to provide any technical support relating to problems that are caused by Customer s: i. Changes, outside of the system requirements as specified in the Documentation, to its environment that adversely affects the Software; ii. iii. iv. Negligence or misuse of the Software; Integration of the Software with other software products not supplied or supported by Qvidian; Installation of non-qvidian software or components; v. Creation of custom reports; vi. Network issues, not the result of the Software that are determined to be caused by the Customer s environment.

4 Qvidian Technical Support Case Priority Definitions & Targeted Response Times Case Priority Level Detailed Description Targeted Response Time Critical Major application component is down or otherwise unusable, affecting ALL users in client s production environment and there is no workaround. Examples: o All users cannot build or burst any project or build any doc type o All users cannot bulk load any content o All Users cannot log into appplication (including use of Qvidian Certified authentication tools (Siteminder, ADSI, LDAP)) include all users at one location cannot log in. Web Services Module is down in production and is affecting major functionality within the Qvidian application(s). Qvidian Project Manager is onsite with client and having issues that prevent the Project Manager from continuing with product training. Customer cannot successfully install or configure the Qvidian application(s), including DB Utility and ProSearch Toolbar, into their production environment. working the issue within 1 hour of receipt

5 Case Priority Level Detailed Description Targeted Response Time High Major application component is down or otherwise unusable, which impacts an individual user or subset of users who are unable to use the Qvidian application(s) in client s production environment. Examples: o One (or some) users cannot build or burst any project or all users cannot build or burst a particular project or build a particular doc type. o One (or some) users cannot bulk load any content o One user cannot log in o User Workstation Configuration Issues (non-training or non customer IT policy issues) working the issue within 2 hours of receipt

6 Case Priority Level Medium Low Detailed Description Major application component is down or otherwise unusable and there is a workaround. Examples: o Fixes to the built document are required after the document is built (i.e. re-adjusting page numbers). o Smart Index Search is not working (can use other searches) o Cannot build with Compliance Matrix. o Customer cannot access the Qvidian Help Website to download software Web Services module is working in production; however there are minor issues. Minor application component is down or otherwise unusable, but it is not preventing the user from doing his/her job. Examples: o User Workstation Configuration Issues (training issue or Customer IT policy incompatibility) o Notification Messages o Intermittent Issues user cannot reproduce issue on-demand Web Services module in development or test environment is not functioning properly. Customer cannot successfully install or configure the Qvidian application(s), including DB Utility and ProSearch Toolbar, into their development or test environment. Any issues defined as Critical or High in production are considered Medium in test environments (test, UAT, Sandbox, Dev, etc.). Template or doc type issues Formatting and style issues Cosmetic issues in Applications Customer Questions Customer cannot access the Qvidian Help Website to download documentation or view tutorials Targeted Response Time working the issue within 2 hours of receipt working the issue within 2 hours of receipt

7 Notes: Any reference to hours is based on Qvidian s standard support hours. All targeted response times are based on the assumption that the Qvidian Technical Support Representative will receive the full cooperation of the involved customer representative(s). Major Component examples include bursting, building and bulk loading documents. Minor Component examples include notifications, CRM and ProSearch Toolbar. Once the issue is determined, the case may be re-classified with a different priority, per the descriptions outlined above. Cases Types of Tasks, Feature Requests, and Initiatives are not assigned a priority. However, they may be assigned an agreed upon due date. Customers will be given the opportunity to indicate the importance of their individual cases through the use of an urgency rating: o Urgent o High o Standard All issues regardless of their customer urgency will be prioritized according to the Case Priority definitions above. However, the Urgency rating will be given consideration by the Support Representative.