Tine 2.0 Maintenance and Support Services

Transcription

1 Tine 2.0 Maintenance and Support Services 1 Overview of Maintenance and Support Services Metaways Tine 2.0 Maintenance and Support Editions: SERVICES Software Maintenance Business Professional SW Maintenance Yes Yes Yes Ticket system Yes Yes Yes Telephone Support No Only for Prio Critical Yes Remote Support No No Yes Number Tickets/Year Not included as part of the support services is the support by Metaways in questions from the user concerning operation of Tine 2.0 (User training) or questions concerning the concept, structure and operation of Tine 2.0 platforms (Consulting). 2 Software Maintenance Metaways provides the user with product updates for Tine 2.0 free of charge, in the form of new packets as soon as these have been developed and released by Metaways. Metaways guarantees software maintenance for a Major Release for a period of 2 years as of publication of the Release version. A Release version has a specific and unique name. You will find information on Tine 2.0 Releases at Metaways provides packets as a download and informs the user of new packets by . The user is solely responsible for timely installation of new packets. The user can inform Metaways of malfunctions or bugs (refer to Section 3) via the Metaways Ticket system. 3 Support Services Depending on the respective Tine 2.0 edition ordered, Metaways provides the following services: Support reproducible unexpected behavior of Tine 2.0 Rectification of reproducible malfunctions of Tine 2.0 Telephone and remote support (only Business or Professional edition) If an error cannot be reproduced by Metaways or the user, it is not deemed as an error. Page 1/5

2 Within the scope of support, Metways assures the following services: Accessibility of Metaways support by telephone and Ticket system during the standard support time Servicing of the technical infrastructure required (telephone system, Ticket System) Processing of support cases within the contractually agreed support and response times All support cases are processed by telephone and/or via the Metaways Ticket System. In the case of telephone processing, relevant steps of support processing are documented in the Ticket. Processing of a support case is completed when: The malfunction reported has been rectified by Metaways A Patch has been provided by Metaways which rectifies the malfunction reported Metaways provides a Workaround via which the error can be avoided Metaways draws up a qualified statement on the non-solvability of the support enquiry. 4 Standard Support Time The Metaways standard support time for Tine 2.0 support services is: Work days, Monday to Friday, 09:00 a.m. to 06:00 p.m., local German time Processing of support cases is executed during the standard support time. Prio Effects CRITICAL MEDIUM LOW Operations are interrupted Tine 2.0 is not functional or functions inadequately essential Tine 2.0 functions cannot be used Operations are impaired Malfunction of individual modules Important functionalities do not record the expected results Malfunctions cannot be avoided Operations are not impaired Work with Tine 2.0 is possible but not always with the documented parameters Individual functionalities do not record the expected results Malfunctions can be avoided 5 Prioritization of Errors If a case is reported by phone, the customer and Metaways define a priority together. The priority is documented on opening the Ticket. In the case of a support enquiry via the Ticket System, the customer defines a first priority, Metaways reserves the right to change the priority after making initial contact with the customer. Page 2/5

3 6 Response Times The response time is defined as the time within the standard support time in which initial contact is made by Metaways after receipt of a support enquiry. Contact by Metaways is made by phone or by . If possible, the support enquiry should be completed during te initial contact made. Each support enquiry is documented as a Ticket, including the time of the initial contact by Metaways. In the case of a support enquiry for which the end of the response time is not on the same work day, the response time is extended accordingly to the next day or then next day but one. PRIORITÄT Response time Tine 2.0 Business Response time Tine 2.0 Professional CRITICAL 4 hours 1 hour MEDIUM 8 hours 4 hours LOW 2 work day 1 work day 6.1 Obligation to Co-operate Cooperation from the customer is often required within the scope of support processing. In certain cases the success of an action can only be identified, for example, in co-operation with the customer. It may also be possible that further action has to be coordinated with the customer which might restrict availability of individual services (e.g. Restart Web-Server). If rectification of a malfunction requires a longer period of time or the customer wishes to change the contact partner for any other reason, such a change of person to be reported to must be notified by the customer in good time. The contact person must be available during the agreed service time in order to be able to make decisions. In the case of reporting an error, the user will immediately provide Metaways with all documentation, protocols, example editions and other relevant information for troubleshooting, if required. Metaways reserves the right to charge for additional expenditure for the processing of a support enquiry if such is caused by lack of cooperation or delayed or lack of availability of the customer. 6.2 Notifications Notifications on the status of the support enquiry are always made via the Ticket System unless agreed otherwise. They are made depending on the urgency of the support enquiry at regular, useful intervals. The update interval can be agreed in the Ticket or during the initial contact. 7 Tickets Each support enquiry is documented in a Ticket. Exchange of information required and reporting of the status of the support enquiry are made via the Ticket system by . Tickets are processed during the standard support time. A Ticket is closed when the support enquiry has been completed (cf. Ch. 3) Page 3/5

4 8 Remote Support The customer provides Metaways with a Remote access by SSH to the system on which Tine 2.0 has been installed. In addition, in some cases an administrative access ist o be provided to Metaways by the customer to Tine 2.0. Before commencement of remote support the customer is obliged to make and keep backup copies of all data affected by the service which enable reconstruction of lost data. 9 Service Rates Metaways charges the following service rates for Tine 2.0 services which are not covered by this Maintenance and Support Contract: Services Unit Costs Support process in excess of the scope of this contract (cf. Ch. 10) Hourly rate 100 Consulting at the customer s exkl. Travel costs and expenses * 1 Daily rate 800 Consulting by phone Hourly rate 100 Programming services * 2 Hourly rate 100 *1 during standard support time, maximum 8 hours at the customer s, expenditure for travel costs and expenses on request *2 Drawing up of cost estimate or offer from Metaways is possible 10 Exceptions and Restrictions Metaways is not obliged to provide maintenance and support services, If the user has not acquired Tine 2.0 correctly and/or has not registered it with Metaways If the latest Tine 2.0 Release status or its previous version has not been installed with the last Patch at the customer s If the user has made inadmissible adjustments, alterations and expansions to Tine 2.0 As a result of errors caused by improper or non-authorized use of Tine 2.0 or operating errors, in so far as such operation does not comply with documentation For any hardware defects For errors based on software products or systems of other manufacturers which the user has combined with Tine 2.0 For use of Tine 2.0 on any other hardware and operating system environment than those specified as admissible in documentation If the number of agreed Tickets has been used up. Metaways is entitled to treat such services as a separate order and to charge the user with such in accordance with the current respective hourly work rates in addition to the support and maintenance fees. The user can then decide if he wishes to have additional services provided by Metaways. Page 4/5

5 11 Technical Contact Person The customer can name a maximum of two technical contact persons who are authorized on the part of the customer to contact Metaways with regard to the provision of maintenance and support services. If no technical contact partner is named, the person signing the contract automatically becomes the sole contact partner on the part of the customer for maintenance and support services. Any change of contact partner on the part of the customer must be notified to Metaways in writing. 12 Contact Data Metaways Tine 2.0 Support Maintenance and support services are only for the customer and the Tine 2.0 edition he has licensed. The customer must not pass on such services to a third party, nor make such services available to a third party. The customer undertakes to effectively secure contact data from unauthorized access or unauthorized transfer. This contact data must only be made accessible to the technical contact persons of the customer. Page 5/5