Service Definition
1. Definition of the Service
1.1. Supplier will:
1.1.1. Provide Operational Support on the Supported Software, in response to issues logged with the Supplier's helpdesk by the Buyer's System Administrator and Key Users. The Issue Logging and Resolution procedure is described as follows:
1.1.1.1. Support issues may be logged by the Buyer's System Administrator or Key Users by:
1.1.1.1.1. Phone on +44 (0)1903 817880
1.1.1.1.2. E-mail to support (at) fiskbrett.co.uk
1.1.1.1.3. Fax on +44 (0)1903 879797
1.1.1.2. Supplier and Buyer shall mutually determine the level of urgency of the issues when raised according to the following categorisation:
1.1.1.2.1. "A" - system unusable, immediate attention;
1.1.1.2.2. "B" - important - attention as soon as possible;
1.1.1.2.3. "C" - non urgent - attention when convenient
1.1.1.3. In the event that the parties are unable to agree on the appropriate level of urgency, the parties shall refer the issue to the relevant managers to reach a decision. In the event that the relevant managers are unable to reach a decision, then the buyer and the Managing Director for the Supplier acting reasonably, shall determine the level of urgency.
1.1.1.4. Supplier's support engineer will assess (with the Buyer's help) into which of the following categories the support issue falls:
1.1.1.4.1. Resolvable issue - an issue, which with the help of the support engineer can be resolved to the Buyer's satisfaction;
1.1.1.4.2. Software Fault - where the software fault is logged into the Software Development plan and a fix issued in a Service Release, as long as the Release in use by the Buyer is the current Release or the prior Release;
1.1.1.4.3. Software Development - to reach a conclusion to the issue to the Buyer's satisfaction a Software Development item must be agreed and will be entered into the Development plan. It may then be developed into a future Release of the Software. Costs of any development outside the normal Feature & Service release process will be agreed with the buyer.
1.1.1.5. Supplier will assign a support engineer to resolve the issue and will start addressing it within the following timescales.
1.1.1.5.1. "A" issues within 4 support hours;
1.1.1.5.2. "B" issues within 8 support hours;
1.1.1.5.3. "C" issues within 16 support hours.
1.1.1.6. Supplier may need to remotely access the Buyer's database and software (see 3.5.2)
1.1.2. Provide Software Maintenance for the current & prior releases of the Maintained Software
1.1.3. Provide subsequent Feature Releases and Service Releases of the Maintained Software
1.1.4. The Service is provided in English
1.1.5. Provide general advice and guidance on the database platform and data structure used by the Supported Software in order to allow users with appropriate skills to carry out data updates and database maintenance using the standard toolsets in the database platform.
1.1.5.1. Any advice is given on the basis that the Buyer's system administrator is responsible for fully understanding the consequences of the suggested action and a full back up of the data has been taken before any action has taken place.
2. Supplier responsibilities
2.1. To resolve the support issue in as short a timescale as possible. The issues will be addressed by suitably qualified staff who will make every effort to resolve the issue with all reasonable endeavours and due diligence, including but not limited to best industry practice and in accordance with its own established internal procedures;
2.2. The support department hours are 09:00 to 17:00 GMT on all weekdays (i.e. Monday to Friday inclusive), except for English public holidays. From time to time support will be unavailable or available on a reduced basis for a limited period (e.g. during staff training sessions, staff meetings etc). A minimum of a total of 5 working days' notice will be given for this. Periods of unavailability will not exceed 8 support hours, according to hours of service above. In addition to this, support will not be available between Christmas and New Year - 3 normal working days.
2.3. Supplier will comply with the Data Protection Act 1998.
2.4. Supplier will use all reasonable endeavours to resolve and close resolvable issues within the following timescales
2.4.1. "A" issues within 8 support hours
2.4.2. "B" issues within 16 support hours
2.4.3. "C" issues within 32 support hours
2.5. Issues will be escalated to the Supplier's Support Team Manager if not resolved in the following timescales:
2.5.1. "A" issues within 12 support hours from initial logging of the issue;
2.5.2. "B" issues within 32 support hours from initial logging of the issue;
2.5.3. "C" issues within 72 support hours from initial logging of the issue.
2.6. Supplier will keep the Buyer notified from time to time as to the availability of subsequent Versions, Feature Releases and Service Releases
2.7. Supplier may rely on applying the Remedies in the Fair Use Policy where Buyer's use of the Service is Excessive or Unreasonable, as defined in the Fair Use Policy
3. Buyer responsibilities
3.1. Except where system is hosted, Buyer will ensure that a full backup of all data on the Buyer's database is taken before Supplier carries out any work on the Buyer's database.
3.2. Buyer will identify the System administrator and a maximum of 2 other key users who will be responsible for logging all issues with the service provider.
3.3. Buyer will ensure all users have received appropriate training to use the software.
3.4. Prior to logging issues Buyer should prepare the following.
3.4.1. Concise description of the issue
3.4.2. Establish the urgency of the issue
3.4.2.1. "A" - system unusable, immediate attention;
3.4.2.2. "B" - important - attention as soon as possible;
3.4.2.3. "C" - non urgent - attention when convenient.
3.5. Remote Support (these clauses not applicable when the Supplier is hosting the Buyer's database). In order for Supplier to be able to provide Remote Support:
3.5.1. Buyer will provide and maintain telecommunications access to the Remote Support PC by either (i) a modem link from which an outgoing call may be made to Supplier's modem line, or (ii) the internet.
3.5.2. Buyer will ensure that Terminal Services has been installed and tested to facilitate Supplier's remote access using Remote Desktop Protocol via the Internet, and that their firewall does not block this access.
4. Definitions
4.1. "Supported Software" - Fisk Brett software, AFD software and R&R report writer if supplied by Fisk Brett
4.2. "Maintained Software" - Fisk Brett software
4.3. "Operational Support" - advice, information and assistance in the operation of the Supported Software in respect of the issue logged. Excludes training the caller on the phone, operating system support, SQL Server and customisation.
4.4. "Software Maintenance" - fixing defects in the Maintained Software.
4.5. Software release nomenclature:
4.5.1. "Version" - effectively a new software product which may be based upon different technology and could require conversion of data, retraining etc. For example - ProgressCRM 5.
4.5.2. "Feature Release" - a release containing new features and/or functional modules, which may result in a change to the data model and may demand increased system requirements. For example - ProgressCRM 5.1
4.5.3. "Service Release" - an interim release that fixes defects in the current or prior Feature Release. For example ProgressCRM 5.1.02
Updated December 2007, (c) Fisk Brett Ltd
