excommerce Online Systems as a service

Transcription

1 excommerce Online Systems as a service Service plan This service plan is designed for users who wish to have support services for their dotnetnuke and/or catalook and/or XLink integration. excommerce is not responsible for system administration, publishing images and other content, adding or configuring new modules, web and integration consultancy. If you need assistance in any of these areas, this can be delivered on consultancy basis. Please contact us on [email protected] for more information. Ticket support system guaranteed 24 hr (working week days) response Guaranteed 98.5% uptime (real historic uptime measured to 99.9%) Weekly backups of site configuration and any content published to the site. Knowledge Base Articles and how to videos Main Support Channel You can obtain ticket based support by ing [email protected]. Phone based support is not provided as standard but we will use phone support to resolve tickets where it will help resolve a high priority or difficult ticket. Additional service channels include: Free access to EXCOMMERCE online knowledge base TechNotes, service updates and enhancements and links to other third-party sites available through the EXCOMMERCE Support Centre Tutorials, Video presentations, training, and other monthly features, which are available in the Support Centre Upgrades to XLink integration Service Fault A Service Fault is defined as a single issue displaying specific symptoms where excommerce agrees the problem is directly related with: The operation of excommerce supported software / designs. The operation of excommerce supported Catalook skins and Modules, and XLink integration software into supported versions of Mamut. Unexpected behaviour isolated to a user's / business specific configuration or environment does not correspond with excommerce definition of a Service Fault. A single support incident may involve multiple round trips of contact. A Service Fault maybe a problem that cannot be broken down into separate subordinate issues. If a problem can be broken down into subordinate issues, each shall be considered a separate service fault.

2 Incidents EXCOMMERCE defines a single support ticket as an issue that focuses on one aspect of the service - e.g. use of a specific feature of the product or assistance with a specific problem or error message. A single support incident may involve multiple phone calls, s and off-line research. EXCOMMERCE Support Personnel are responsible for determining the best way to resolve support incidents and communicating this to our customers. Our Support Personnel will make reasonable efforts to resolve the issue but EXCOMMERCE cannot guarantee that every issue can be resolved quickly. We do: 1. Help you resolve any technical issues you encounter while, configuring or operating excommerce supported software. 2. Solve incidents in English, we will try to resolve norsk incidents in Norwegian where possible. We do not: 1. Provide inbound, on-demand telephone or support. (The only way to obtain support is by submitting a support ticket to [email protected] to which all customers have access.) 2. Perform any hands-on technical tasks on your systems unless, in our sole discretion, it is necessary in order to resolve a support incident. 3. Provide business consultancy on support incidents. What is the definition of Business Consultancy? Business consultancy is help to configure / customise excommerce supported software when: 1. Help has already been documented, included in a video, related incident resolution or training previously provided for. 2. We have been asked to resolve a support incident incorrectly escalated to high or critical status. Resolution of the incident will then have an hourly consultancy rate applied. 3. The technical ability of the customer is not at a level to understand the video, related incident resolution or training provisioned for the customer. 4. Customising any skin design after shop is moved into live or the project delivery has been completed. What is the definition of Incident Resolution? Once an incident is accepted by excommerce Support, resolution of the incident shall be defined by accomplishing any one of the following: 1. The incident results in a reasonable solution. 2. The incident results in a reasonable workaround. 3. excommerce determines the incident is an enhancement request or in need of business consultancy to resolve the incident 4. The incident is deemed by excommerce not to be a Service Fault.

3 excommerce Software and supported software as a Service excommerce shops are built using the Dotnetnuke open source system, and the commercial catalook shop module for Dotnetnuke for which we hold your license keys. What we support in dotnetnuke. The Dotnetnuke platform has been built to service a wide variety of business requirements. Some of the core modules do not allow for flexible editing without considerable consultancy. In these cases we advise that you raise a support request to explain your issue and we will investigate a suitable workaround. In some cases this may require an add-on module or consultancy to tune to your businesss. What we support in Catalook The catalook (shop) functionality we support is presented in the product features document. There maybe settings or features included in your installation that are not supported, we would advise you not to change any setting that is not supported. Documentation Error EXCOMMERCE defines a documentation error as inaccurate information or instruction provided in the documentation accompanying the product. Accompanying documentation includes user manuals, Release Notes, and EXCOMMERCE product support site documents and TechNotes. EXCOMMERCE does not provide support or assume responsibility for any reference materials published by third parties. Response Goals EXCOMMERCE will make every effort to provide an initial response according to the following guidelines: High We aim for 4 hours response time Medium We aim for close within 24 hours Low within 48 hours The initial response may be a priority discussion or a request for more information. In the case of an High priority problem, we will make every attempt to provide you either with a resolution to the issue or suggest a work-around to give you an immediate solution for the interim. Priority 1 - High The customer's business has been interrupted or seriously impacted for which there is no reasonable workaround currently available, meaning the issue requires immediate attention. excommerce will use best efforts to fix priority one problems as soon as possible, typically through allocating a dedicated technical resource until it is resolved. Priority 2 - Medium The service is operating but its functionality is degraded., key functions maybe operating incorrectly. EXCOMMERCE will use best efforts to address priority two problems as they arise helping clients maximize their use of our services. Priority 3 - Low The service is operational, all functions are working. You have a wish or need some help that your planning for. For extended service plan customer we will ensure resolution until completion. We may refer you to Dotnetnuke forums or Support/Catalook forums or support / XLink documentation or external support if you do not hold an extended Service plan with us.

4 What You Agree To Provide us with accurate information required to change domain records, follow the guides to the letter, retain all account information and ensure all pre set up steps have been followed. In project planning where there is a dependency on you (our client) it is your responsibility to provide us accurate dates of when the said dependency s can be fulfilled. Problem diagnosis and resolution assumes that you will send EXCOMMERCE a clear description of the issue, defect (or symptom of defect) or problem and make available to a responsive individual capable of executing tests or trials, and communicating additional facts or properties, as may be needed from time to time, to assist EXCOMMERCE in problem diagnosis and resolution. EXCOMMERCE Hosting EXCOMMERCE hereby grants the customer a non-exclusive license to access and use to its Hosted ecommerce solution. License fees for the service are included within the monthly EXCOMMERCE service fee. Bandwidth & Hosting Capacity Each EXCOMMERCE cart has a pre-determined bandwidth and hosting space quota as set out in the Key Features table published on This is in place to protect web portals from potentially overloading volumes of web traffic to a single domain which in turn could materially affect the EXCOMMERCE system server. Additional bandwidth or hosting space can be purchased from [email protected]. Passwords Each EXCOMMERCE shop owner is responsible for keeping his/her password confidential. EXCOMMERCE is not responsible for any data losses or security issues due to a breach of password security (ie: stolen). EXCOMMERCE recommends that you use passwords containing both numbers and symbols to prevent unauthorised users (i.e. "ABCDE", "administrator") and to change the password on a regular basis. Service Availability EXCOMMERCE monitors the server environment as a general rule will not monitor individual EXCOMMERCE shops. EXCOMMERCE web servers control a custom built version of DOTNETNUKE on the Microsoft Hosting Solution for hosting of websites and . EXCOMMERCE will endeavour to achieve a minimum availability of 99.9% per month. Availability is calculated as follows (T U) * 100% Where T = 720 hours; and U = aggregate duration of all events of Unavailable Time. "Unavailable Time" is calculated per event by EXCOMMERCE. Unavailable Time calculations will not include: (1) Events of Force Majeure preventing repair; (2) scheduled maintenance carried out by EXCOMMERCE or its suppliers; (3) any other faults occurring outside EXCOMMERCE s network; (4) any faults caused by your act or omission (5) faults resulting from suspension of Service under Section 12; or (6) faults arising during the provisioning of your service.

5 Scheduled Maintenance From time to time it will be necessary for EXCOMMERCE to perform routine maintenance tasks to guarantee optimal performance on the servers. Maintenance may require taking EXCOMMERCE Web servers off-line for short periods. This activity is typically confined to off-peak hours. EXCOMMERCE gives all customers advance notice of any maintenance that may require the servers to be taken offline whenever possible. EXCOMMERCE Security EXCOMMERCE makes all reasonable efforts to ensure your web site security at all times. Through a combination of network security policies, load balancing and redundant systems all reasonable effort are made to ensure the integrity of data on our systems. In the event of a problem with specific EXCOMMERCE cart data, it is the cart owner s responsibility to notify EXCOMMERCE as soon as possible to minimise any impact of the security breach. EXCOMMERCE cannot guarantee to restore data and we accept no liability for the loss of such data. Additional Hosting Space EXCOMMERCE will keep redundant hosting space capacity for each account to avoid service interruption in the event of your allocated space running out so the administrator has time to clean up EXCOMMERCE solution or purchase additional space. Additional fees are applied for increasing your account storage capacity which can be controlled at any time from within the Customer Administration area in your shop. Ownership of Data All data created or stored by you within EXCOMMERCE' applications and servers will remain your property. EXCOMMERCE may allow access to such data only to authorized EXCOMMERCE personnel and strictly for the purposes of performing support or administrative tasks. EXCOMMERCE makes no claim of ownership of any web content or data contained within the account holder's allocated server space or within the applications on EXCOMMERCE' servers. Use of Marketing If a EXCOMMERCE shop or domain account has been identified as causing issues or breaches of these Terms and Conditions; we will do one of the following; remove the offending EXCOMMERCE shop or change their settings to resolve the issue. In extreme cases, we will disable websites or suspend all services to the domain as appropriate. For details of what is not allowed by EXCOMMERCE and our spam/ illicit material policies please see the abuse section below. Abuse of services policy EXCOMMERCE prohibits sites engaged in: Illegal activities: including but not limited to storing and/or distributing illegal copies of copyrighted software, violations of copyrights and trademarks, violations of local and international laws, selling and/or distributing illegal contraband. Internet abuse: including but not limited to spamming - mass unsolicited ing, distribution of mass ing programs, cross-posting messages to a large number of user groups, posting obscene or inflammatory messages, threatening other Internet users, mail bombing Internet users, running packet sniffers or port scanners, spamming EXCOMMERCE support staff. Spammers are held responsible for a 500 clean up fee. Systems abuse: including but not limited to use of excessive CPU resources, use of excessive disk space, use of excessive storage space, hacking our systems, hacking other users

6 sites, installing continuously running programs, such as IRC bots, reselling CGI scripts, using our server as a development machine for untested server side scripts that may cause crashes, outages, denial of service or any other such problem. Adult content: The determination of what is "adult content" and prohibited shall be solely made by EXCOMMERCE. Policy Violation Should a policy violation occur, EXCOMMERCE reserves the right to terminate the account without notice and without any refunds. The policy violating client will be held responsible for any damages to EXCOMMERCE, including but not limited to, EXCOMMERCE's system, servers, connectivity, reputation, business, service, network, operations, or equipment. The policy violator may be charged a 500 clean up fee. Web Site Content EXCOMMERCE is not responsible for any lost files, information, or data unless prior arrangements for backup services have been pre-arranged. Exclusions are where the website or applications was developed by EXCOMMERCE. In these cases backups of the original data will be kept by EXCOMMERCE. Should any new data need to be recovered from EXCOMMERCE's backup tapes due to the fault of the client there will be a charge of 300. EXCOMMERCE does not guarantee to possess the most current copy of a client's website if changes are being made by the client unless a backup service is being provided. System Updates The client understands that system updates occur in real-time. For example, server patching and security updates. These updates will be performed as and when required, but we will make efforts to perform updates in the evenings outside of regular office hours. EXCOMMERCE reserves the right to modify the processing times at any time without notice. If a client or EXCOMMERCE support personnel (when authorized by client) makes any modifications to a hosting account, the client is responsible to make sure these updates have occurred in our system. Policy Changes EXCOMMERCE reserves the right to change policies and prices at any time. All monetary transactions will occur in Euros ( ). Account Reactivation If an account was cancelled due to client request or billing issues and the client desires to reactivate the account, a non-refundable reactivation fee of 100 will be required prior to account reactivation. Accounts are reactivated after all outstanding charges are paid, including hosting fees, additional features, and any payment processing fees. If an account was cancelled due to policy violation, EXCOMMERCE may choose not to reactivate the account at its own discretion. Indemnification Client agrees to defend, indemnify and hold harmless EXCOMMERCE against any liabilities arising out of defective products sold to customers from EXCOMMERCE servers, personal injury or property damage caused by products or services sold or distributed from EXCOMMERCE servers, any material that infringes or allegedly infringes on the rights of a third party available from EXCOMMERCE servers, and any material that libels or allegedly libels a third party available from EXCOMMERCE servers.

7 Disclaimer EXCOMMERCE cannot guarantee that our services will be 100% uninterrupted or error free. EXCOMMERCE will provide every effort in good faith to ensure that its services are available to as many Internet users as possible with minimal service interruptions. In no circumstance will EXCOMMERCE be liable for any claims resulting from the use or inability to use EXCOMMERCE's services - including, but not limited to, service interruptions, client errors, Internet connectivity problems, miscommunications, unauthorized access to EXCOMMERCE servers, InterNIC problems, DNS caching, Internet bandwidth congestion, power failures, vandalism, and natural disasters.