1.1. Delfi Support Group: Group of experienced technicians dealing with the daily support.
1.2. Level 2 Support: Hotline support for the customers’ helpdesk
2. TOTAL SCOPE OF SUPPORT AND MAINTENANCE AGREEMENT
2.1. This support and maintenance agreement includes all upgrades to Breece System software.
2.2. The purpose of this support and maintenance agreement is to provide the follow support for the customers:
2.3. New software releases for the software concerned.
2.4. All issues will be handled by the Delfi Support Group in accordance with Section 4.
3. DESCRIPTION OF THE SUPPORT AND MAINTENANCE AGREEMENT – LEVEL 2
3.1. The following services are included in the Level 2 Support:
3.1.1. Phone and e-mail support without payment for the customers’ hotline within the seller’s normal working hours.
3.1.2. Support tasks will be queued and dealt with according to the order in which they may occur.
3.1.3. Within normal working hours (08.00-16.00 - UTC+1/UTC+2), the seller guarantees a reaction time of a maximum of 2 hours, if remote access is available at the specific store. The seller will continue the support until a solution has been found, either by remedying the actual problem or by offering a “work around” solution.
3.1.4. Phone support is available on the following phone numbers:
- DK: +45 70 233 677
- SE: +46 31 30 88 555
- NO: +45 70 233 677
- DE: +49 431 3821 7555
- EN: +45 70 233 677
- IT: +39 08 62 060 555
3.1.5. E-mail support: [email protected]
3.1.6. Support is handled by Breece personnel, who have gone through the prober technical education.
3.1.7. Maintenance of the MPLS access (if made available to the seller).
3.1.8. Software updates and potential fixes in connection to the installed software version will be made available in order for these to be implemented through the updating tool. If desired, the time consumption spend on the implementation can be invoiced separately.
4. CATEGORISATION OF PROBLEMS
4.1. Priority 1: Problems making the system incapable of continuation.
4.2. Priority 2: Minor problems having no effect on the continuation of the system.
5. PROCES OF PROBLEM MANAGEMENT
5.1 All support requests from the customers shall include the following:
5.1.1. Customer name and contact person.
5.1.2. A detailed description of the observed symptoms of a technical problem.
5.1.3. Relevant information on actions carried out immediately before the incident.
5.2. The information mentioned above shall be reported through e-mail or phone, followed up by e-mail.
5.3. Remote support from the seller shall be queried from a qualified customer representative.
6. PROCES DESCRIPTION
6.1. Priority 1 support:
6.1.1. In case of a priority 1 problem with software included in this contract, the problem shall be reported to the seller through the support phone followed up in writing by e-mail.
6.1.2. In case of the situation being solved through a “work around” solution, the problem will change to priority 2 support.
6.2. Priority 2 support:
6.2.1. In case of a priority 2 problem with software included in this contract, the problem shall be reported to the seller by e-mail.
6.2.2. In case of priority 2 problems solved within a week of reporting, this will be handled as a closed support case.
6.2.3. The seller can decide to treat such problems through a future software release.
7. LIMITATIONS TO SERVICES
7.1. Reestablishment of data:
7.1.1. In case of hardware malfunction, support for reestablishment of data is not included in the support and maintenance agreement, regardless of the cause for the loss of data.
7.2. Installation and on-site problem management:
7.2.1. Support labor and cost of travel and stay in connection to installation or on-site problem management, is not included in this support and maintenance agreement.
7.2.2. If the customers has requested for an upgrade or on-site problem management to be carried out by the Delfi Support Group, this will be invoiced separately in accordance with prices indicated in the customers’ cooperation agreement.
8.1. The subscription is an on-going agreement. Either party can terminate the agreement by giving the other written notice with a 3-month termination by the end of a month.
Version: November, 2017