Support and Maintenance
Here's all the legal stuff
Last Modified: 13th October 2019Download PDF
PLEASE READ THESE CUSTOMER SUPPORT TERMS CAREFULLY
Commercially Reasonable Efforts: the same degree of priority and diligence with which SCR Tracker meets the support needs of its other similar customers.
Contact List: a current list of SCR Tracker contacts and telephone numbers to enable the Customer to escalate its Support Requests, including:-
Customer Cause: any of the following causes:-
Fault: any failure of the Software to operate in all material respects in accordance with the Documentation, including any failure or error referred to in the Service Level Table.
Help Desk Support: any support provided by help desk technicians sufficiently qualified and experienced to identify and resolve most support issues relating to the Software.
Higher-level Support: any higher-level support provided by an individual on the Contact List.
Main Contract: the contract to which this policy relates. Out-of-scope Services: either of the following services:-
Service Levels: the service level responses and response times referred to in the Service Level Table.
Service Level Table: the table set out in paragraph 5.1.
Solution: either of the following outcomes:
Support Hours: 8:30am – 4:30pm Monday to Friday, excluding U.K. bank holidays
Support Period: the Term and, if requested by the Customer, any period during which the Customer transfers the Services to an alternate service provider. Support Request: request made by the Customer in accordance with this policy for support in relation to the Software, including correction of a Fault. Support Services: maintenance of the then-current version or release of the Software, including Help Desk Support and Higher-level Support, but excluding any Out-of-scope Services.
1.2. All initial capitalised terms in this policy shall have the meaning given to them in the Main Contract.
Definition: Software Critical Failures
An error in, or failure of, the Software that:
a) materially impacts the operations of the Customer’s business or marketability of its service or product;
b) prevents necessary work from being done; or
c) disables major functions of the Software from being performed.
Level 1 Response. Acknowledgment of receipt of a Support Request within 4 hours.
Level 2 Response. SCR Tracker shall:
a) restore the Software to a state that allows the Customer to continue to use all functions of the Software in all material respects within 12 hours after the Level 1 Response time has elapsed; and
b) exercise Commercially Reasonable Efforts until full restoration of function is provided.
Level 3 Response. SCR Tracker shall work on the problem continuously and implement a Solution within 2 days of receipt of the Support Request. If SCR Tracker delivers a Solution by way of a workaround reasonably acceptable to the Customer, the severity level assessment shall reduce to a severity level 2 or lower.
Definition: System Defect with Workaround
a) a critical error in the Software for which a work- around exists; or
b) a non-critical error in the Software that affects the operations of the Customer’s business or marketability of its service or product.
Level 1 Response. Acknowledgment of receipt of a Support Request within 6 hours.
Level 2 Response. SCR Tracker shall, within 2 Business Days after the Level 1 Response time has elapsed, provide:
a) an emergency software fix or workaround, or; and
b) temporary release or update release,
which allows the Customer to continue to use all functions of the Software in all material respects.
Level 3 Response. SCR Tracker shall provide a permanent Fault correction as soon as practicable and no later than 10 Business Days after SCR Tracker’s receipt of the Support Request.
Definition: Minor Error
An isolated or minor error in the Software that:
a) does not significantly affect Software functionality;
b) may disable only certain non-essential functions; or
c) does not materially impact the Customer’s business performance.
Level 1 Response. Acknowledgment of receipt of the Support Request within 8 hours.
Level 2 Response. SCR Tracker shall provide a permanent Fault correction within 3 Business Days after the Level 1 Response time has elapsed.
5.2. The parties may, on a case-by-case basis, agree in writing to a reasonable extension of the Service Level response times. 5.3. SCR Tracker shall give the Customer regular updates of the nature and status of its efforts to correct any Fault.
6.1. If a Solution is not provided within the relevant Service Level response time, the Customer may escalate the Support Request to the parties’ respective relationship, if you do not know who this is, you can find out by emailing firstname.lastname@example.org
7.1. In addition to the mechanisms for giving notice specified in clause 16 of the Main Terms and Conditions, the parties may communicate in respect of any matter referred to in this by e-mail (unless specified otherwise).