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Software and Systems Support shall be provided in the form of Documentation, On-site Support and Remote Support as described below.
1.Documentation in the form of a Technical manual including Administrator's Guide and User manual will be provided, in English only, to assist the Licensee's support staff to perform basic maintenance routines, log report analysis for problem identification, system rebooting and standard daily/weekly housekeeping and such other basic tasks as may be required during the ordinary course of operating the Software.
2.On-site support will be given during the first few weeks to include the customisation, implementation/installation, training and testing of the System. Support will also be given on-site where a problem/fault cannot be resolved and fixed via the remote support interface.
3.Remote Support for diagnostics, updates, interactive debugging, maintenance and problem resolution and error fixing shall be provided by a Network Support Manager package (details to be supplied) via an Internet connection to the Turriff Development and Support Centres in Edinburgh/Marbella.
Working hours shall mean 08.30 to 18.00 GMT/BST Monday to Friday excluding public holidays.
1) Any problem arising from system usage will be reported by Licensee's staff:
a) By fax to (arranged on contractual basis)
b) By e-mail to (arranged on contractual basis)
2) Problems priority levels and Licensor's response times:
a) Priority One: production system is not functioning or by reference to the norms established by the Acceptance Tests, there is sustained performance degradation of production system impacting more than 10% of transaction volume for more than 4 hours,
Licensor's staff will begin to work on the problem immediately upon receipt of notification by the Licensee and submission of a software problem report in the format established in Exhibit F of this Agreement. The Licensor's staff shall continue to work until the problem is resolved as confirmed by formal notification from the Licensee. Every four (4) hours the Licensor's staff shall provide Licensee with updates and progress statements. The problem will be managed by the most experienced Licensor's technical staff.. In the event that the defect remains unresolved more than twenty-four (24) hours after receipt of notification of the software problem report in the format established in Exhibit F of this Agreement, the Licensor will send their most experienced staff to work on-site at Licensee's premises.
Priority Two: production system has performance degradation impacting more than 10% of transaction volume for up to four (4) hours or a Priority Three problem remains unresolved for more than two (2) working days, Licensor's staff will begin to work on the problem not later than one hour after receipt of a software problem report in the format established in Exhibit F of this Agreement, and shall continue to work during working hours (as defined above) until the problem is resolved as confirmed by formal notification from the Licensee.. Licensor's staff twice a day will provide Licensee with problem resolution statement. The problem will be managed by the most experienced Licensor's technical staff..
b) Priority Three: occasional problems in production system impacting less than 10% of transaction volume,
Licensor's staff will begin to work on the problem not later than two hours after notification by the Licensee and submission of a software problem report in the format established in Exhibit F of this Agreement and will continue to work during working hours until problem is resolved and resolution is confirmed by Licensee. Licensor's staff twice a day will provide Licensee with problem resolution statement. If there is no resolution obtained within three (3) working days the problem changes priority to Priority Two.
c) Priority Four: any problem in test system or a problem in the production system not impacting transaction processing,
Licensor's staff will work on the problem during working hours until problem is resolved and resolution is confirmed by Licensee.