SM-Infinity Support Services Description

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SM-Infinity Support Services Description

Support and Maintenance Services

Support and Maintenance Services are included in the SM-Infinity service subscription and entitle clients to the following:

Two support dedicated contacts, designated by the client in writing, who will have access to support services.
Electronic support in order to help customers locate and correct problems with the Software.
Fixes and code corrections to correct Software malfunctions.
All extensions, enhancements and other changes that RADical Systems (UK) Ltd, at its sole discretion, makes or adds to the Software and which RADical Systems (UK) Ltd furnishes, without charge, to all other users of SM-Infinity.

Response and Resolution Goals

Business Hours means 8 am-6 pm GMT/BST, on days other than a Saturday, Sunday or public holiday in England, when banks in London are open for business.
Fix means the repair or replacement of Software components to remedy a problem.
Problem means a defect in Software which significantly degrades the functionality of such software.
Respond means acknowledgement of the problem received containing the assigned support engineer name, date and time assigned, and severity assignment.
Workaround means a change in the procedures followed or data supplied by the client to avoid a problem without substantially impairing the client’s use of the software.

Problem Severity Response Goals

Priority		Response Time	Committed Service Level
1	High system or key module failure. A malfunction causing an impact on the ability to operate a significant key business process or production.	4 Business hours	90%
2	Medium is an issue that causes a significant impact to the business, but a workaround or manual process is available.	8 Business hours	90%
3	Low system usage assistance or guidance is required on service/system/software queries that are not the consequence of a failure.	24 Business hours	90%

Resolution Goals

(a) The production system is creating a significant impact to the client’s business function preventing that function from being executed. RADical Systems will Respond within 2 business hours. Upon confirmation of receipt, a member of the RADical support team begins work on the problem, and a customer resource must be available at any time to assist with problem determination. RADical Support will provide reasonable effort for a workaround or fix within 24 business hours following the successful reproduction of the problem or once it has identified the Software defect. RADical Systems may incorporate fix in future releases of software.

(b) The production system or application is moderately affected. There is no workaround currently available or the workaround is cumbersome to use. RADical will respond within 4 business hours. RADical Support will provide reasonable effort for a workaround or fix within 7 business days, once the problem is reproducible. RADical may incorporate fix in future release of software.

(c) The production system or application issue is not critical: no data has been lost, and the system has not failed. The issue has been identified and does not hinder normal operation, or the situation may be temporarily circumvented using an available workaround. RADical Support will respond within 8 business hours. RADical Support will provide reasonable effort for a workaround or fix within 10 business days, once the problem is reproducible. RADical may incorporate fix in future release of software.

(d) Non-critical issues, general questions, enhancement requests, or the functionality does not match documented specifications. RADical will respond within 24 business hours. Resolution of problem may appear in future release of software.

Reproducing Errors

RAdical Systems must be able to reproduce errors in order to resolve them.

The client agrees to cooperate and work with RADical support staff to reproduce errors including diagnostic and troubleshooting actions.
Clients may be required to provide remote access to their desktop systems as part of the troubleshooting process.

Accessing Support

RADical Systems client support can be accessed via email at support@radicalsys.com.

RDical Systems (UK) Ltd operates under a Fair Usage Policy for its Support Services to ensure that clients receive fair and equal quality support from our team. Our Support Services Team's advice and assistance cannot be used in lieu of RADical System's training or development work. Doing so prevents our Support Services Team from providing vital support to other clients. Where a client query is identified as a request for a non-inclusive support service, the client will be quoted for the service in line with RADical Systems current prices.

Unless agreed otherwise between RADical Systems and the client, the following are considered non-inclusive services: