Software Support | Cover | First & Second Line Support 9am - 5pm | Telephone support + remote dial-in support. Covered by monthly subscription. | Additional "Out of Hours" Support | Negotiable based on requirements and chargeable at the standard daily rate*. | On-site Support | Software issue is covered by monthly subscription. All other issues are chargeable at the standard daily rate*. |
| | Issue Resolution | Cover | Level 1 - Show Stopper / System Down | Respond within 4 working hours and aim to resolve within 1-2 working days. | Level 2 - Inconvenient / Work Around Provided | Respond within 8 working hours and aim to resolve within 5 working days or agree to be resolved in a future release. | Level 3 - Minor Issue | To be resolved within a future release. |
| | Software Updates | Action | New Releases | New releases will be installed on the central server overnight ready for the clients to upgrade the next working day when the user logs in. | Urgent Fixes | System upgraded as required. Users would need to close all modules and restart for upgrade process to complete. (Reboot NOT required) |
| | *Minimum charge at standard daily rate is half a day. |
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