Support Information Invenso Brief overview of Invenso s support Rudy Vanhille (Managing Partner) 2015-02-01 Support Information Invenso 1
1 Table of contents 1 Table of contents... 2 2 Contact information... 2 3 Support information... 3 4 First line support... 3 5 Second line support... 3 6 Product lifecycle... 4 7 Product Roadmap... 4 8 Frequently Asked Questions and Knowledgebase... 5 9 Maintenance Agreement... 5 10 Support Agreement... 5 11 Support Services and Prices... 5 2 Contact information Company address Invenso bvba Hooirt 194 9220 Hamme Belgium Phone: +32 52 52 27 70 Fax: +32 52 52 27 71 Email: info@invenso.com Website: www.invenso.com Managing Partners Rudy Vanhille (Managing Partner) Email: rudy.vanhille@invenso.com Mobile: +32 486 888 566 Vincent Van der Linden (Managing Partner) Email: vincent.vanderlinden@invenso.com Mobile: +32 477 312 516 Support Information Invenso 2
3 Support information Email: support@invenso.com Website: www.xperido.com/support XperiDo partner network: www.xperido.com/partners Helpdesk application: http://helpdesk.invenso.com FAQ and knowledge base application: http://helpdesk.invenso.com/index.php?/knowledgebase/list 4 First line support The success of an implementation and its support often depends on how well XperiDo integrates with other technologies, systems and data assets. Over the years, Invenso has built strong and lasting partnerships with integrators in different countries. Invenso strives to provide first line support to end users of its products as much through its partner network. Although Invenso strives to provide support through a partner network, customers without any partner can be served directly by Invenso during Invenso s local office hours. Find your XperiDo partner: www.xperido.com/partners 5 Second line support Official XperiDo partners and directly served customers are entitled to second and third line support from Invenso through the Invenso online ticketing system. Invenso wants to be able to solve issues and to provide assistance to partners and customers as fast as possible. To that purpose, Invenso has a professional help desk team in place that can be reached during Invenso s local office hours through the online helpdesk application. Helpdesk application: http://helpdesk.invenso.com The helpdesk application will prove to be the most efficient and fastest way to receive a high-quality answer on support questions. It is the best guarantee that questions or issues won t be forgotten as it is logged and followed up. And it provides with the fastest possible assistance as questions will be forwarded to the first available support team member. First-time use: Partners and directly served customers can register in the helpdesk application to create an account. After completing the account information, activating and approving the account, the helpdesk application is ready to use. Support tickets: When an account is validated partners and directly served customers can view tickets and submit new tickets. The term ticket refers to a reported issue or a question that is posted on the help desk system. Every ticket has a unique ticket number which will be used in all the communication regarding the ticket. Assigning tickets to a department: The helpdesk application deals with three different types of tickets i.e. product related tickets, project related tickets and sales related tickets. Support Information Invenso 3
Ticket priority: Assign a certain priority to tickets and indicate the applicable type of problem. The priority level should reflect the sense of urgency with which your ticket should be addressed. Low / medium priority tickets are not business threatening and are planned to be answered at certain predefined days or in calm periods in the agenda of the assigned support team member. High priority tickets are not business threatening, but they are slowing down operational activities or they can become a threat if not addressed. This type of ticket will be opened for solution within 1 business hour. Urgent tickets are business critical, they have to be solved straight away. Within business hours, this type of ticket will be opened within 1 business hour and all necessary resources will be allocated to solve the problem quickly and accurately. Although Invenso is dedicated to solve every issue in the shortest possible time, Invenso urges you to make a fair judgment of ticket s criticality. Manage and follow-up tickets: The Ticket List of the Support application provides an overview of all the tickets submitted by a partner or directly served customer, sortable by Last Update, Last Replier, Status, Priority or Department. When a ticket has been answered by a helpdesk support member, the answer can be found in the Conversation Box and an email notification will be sent. The status of a ticket will be changed from open to awaiting client response. By a fail to provide necessary information within 14 calendar days, the ticket will be closed by the help desk team. In case a ticket need not be resolved straight away, help desk staff may suggest solving it at a later stage, for instance when a new version of XBintegrator is released. In that case, the status of your ticket will be changed from open to on hold. If the answer is satisfactory, the status of the ticket will be set to closed. If the help desk provided an answer and, the help desk will close the ticket automatically after 14 calendar days. 6 Product lifecycle Invenso guarantees a minimum one (1) year of support on each modification to a major version. Of each major version, one modification is supported for at least three (3) years after its release date. Obviously, the software's lifetime is in no way limited to three years. Beyond their lifecycle, Invenso products may still be supported, albeit to a lesser extent and limited in time: Source Code Errors are not corrected in older modifications if a newer modification is available in which the error does not occur; New or re-installation of versions beyond lifecycle is not supported. Regular customers that have a Maintenance Agreement are entitled to the latest version and modification of the product as set forth by the Invenso Maintenance Agreement. 7 Product Roadmap XperiDo partners and customers will be informed on a regular basis about Invenso's development roadmap for XperiDo. Support Information Invenso 4
The XperiDo versions which have a user experience that blends into other software, such as Microsoft Dynamics CRM, AX or Sugar CRM, will follow the Statement of Direction for the product they are built into. As Microsoft or Sugar adds new features, XperiDo will be upgraded thus allowing to install the latest version of the product XperiDo extends. 8 Frequently Asked Questions and Knowledgebase For a list of frequently asked questions, please refer to the searchable knowledge base in the Support application. FAQ and knowledge base application: http://support.xperido.com 9 Maintenance Agreement See document: Maintenance Agreement Invenso V2.2 10 Support Agreement See document: Services Agreement Framework Invenso V2.2 11 Support Services and Prices Invenso has a team of well-trained staff who can be contracted by the Client to perform tasks. 1. Consultancy Services These services provided are charged based on actual costs and are billed monthly and paid under the terms of Invenso. Time estimates are only indicative and are not the subject of a "fixed price project. Prices, see orderform or pricelist. Additional work will be determined in consultation with the Client and a project leader of Invenso. Email, written or oral communication of the number of days to and from the Client will be considered as an additional order, as addendum to the Order form. 2. Support Services Invenso can provide assistance to the Client in the event of difficulties of the Software or in the interpretation of results from use, to the extent of on-line and telephone contact ("Helpdesk Support"). It is known and accepted by the Client that Support Services does not include Modifications, Updates and Upgrades of the Software, new releases of the Software and/or other maintenance services. Regarding this matter we refer to the Maintenance Agreement. Helpdesk Support will only take place between the hours of 9:00 am and 5:30 pm (Belgian local time), Monday to Friday, excluding public holidays. The Invenso Support services are based upon a ticket system. Support tickets are used to enter, organize and keep track of all calls or events entered in the support system which describes a specific Software related question. Invenso provides a web based support application to register and track Support tickets. After getting a username and password, the Client can have access to the support services. Support is Support Information Invenso 5
only applicable for Software developed by Invenso and not on any underlying or other product used in the Software. Besides a price per ticket, the Client can buy pre-paid support packages. Depending on the edition of the Software a new Client receives a number of ticket for free to start with. Express = 0 tickets, Standard = 3 tickets, Premium = 4 tickets and Ultimate = 5 tickets. For new clients that paid the maintenance price (20%) there is also a start-up grace period for support. Number of days from activation depends on the Software Edition. Express = 15 days, Standard = 30 days, Premium = 45 days and Ultimate = 60 days. Prices, see orderform or pricelist. Support packages are valid for 1 year. - On working days and during the office hours (between 9am and 5.30pm): price of 1 solved issue = value of 1 ticket. - On working days and beyond the office hours (between 5.30pm and 9am) and on Saturdays and on Sundays and public holidays: price of 1 solved issue = value of 2 tickets. - For standby: a standby fee will be charged per day (although support is not used). 3. Training Services Invenso has a team of well-trained staff who can be contracted by the Client to perform training. Prices, see orderform or pricelist. Additional work will be determined in consultation with the Client and a project leader of Invenso. Email, written or oral communication of the number of days to and from the Client will be considered as an additional order, as addendum to the Order form. Support Information Invenso 6