Terms of service.
Services
(a) Nature of Services
The Licensor will provide support to the Licensee in respect of the Licensed Software, as detailed in this Schedule 1 (Services).
(b) Procedure for accessing Services
The Licensor will provide the Services during Business Hours in relation to the Licensed Software as detailed below, in accordance with the following procedure:
The Licensee, will log support requests to the Pluss Communities Product Team Service Centre via the software’s administration panel or the email address below;
Initial support will be provided by the Pluss Communities Product Team Service Centre;
If the Pluss Communities Product Team Service Centre cannot resolve the support request, it will be referred to the Pluss Communities Product Management team;
The Pluss Communities Product Team Service Centre will record and monitor progress on all support requests;
Each Support request to the Pluss Communities Product Team Service Centre will be classified in accordance with the Priority Classification advised by the Licensee.
The Pluss Communities Product Team Support Group may resolve support requests directly with the Licensee and close the logged support requests when resolved;
The Pluss Communities Product Team Support Group may reclassify the priority and assigned category of the support requests, not in liaison with the Licensee;
If the support request is identified as an enhancement and not a defect, then the Licensee will be notified and the support request will be closed and the enhancement logged for the product manager's review, upon review feedback will be provided the Licensee.
(c) Service Categories
The Services will be divided into the following categories:
Priority 1 - High
Support Requests are classified as High (AKA Priority 1) where the Licensee or the Authorised Users are unable to complete a critical function as would be expected in the normal use of the Service. The Licensee or the Authorised Users can cause unexpected changes to Data using a normal system function.
Examples of Priority 1 Support Requests are:
Unable to sign on to the system;
Unable to send data via the device;
Normal data entry is impacting database integrity;
Display of the normal data sets is not available.
The Pluss Communities Product Team Service Centre will respond to the Licensee within the Service Levels based on one of the following events occurring:
Closing the issue following provision of a resolution;
Closing the issue due to being unable to reproduce the problem;
Closing the issue due to it being not covered by this agreement;
Closing the issue as being corrected in another currently available release of the Licensed Software;
Providing a temporary resolution leading to issue re-classification;
Continuing to provide support on the issue until a resolution is found.
Priority 2 - Medium
Support Requests are classified as Medium (AKA Priority 2) where:
The Licensee or Authorised Users are unable to perform a frequently used but non-critical business function as would be expected in the normal use of the Licensed Software; or
The Licensee or Authorised Users are unable to complete a critical function as would be expected in the normal use of the Licensed Software, but a temporary resolution has been provided.
Examples of Priority 2 Support Requests are:
Administration unable to create events, news article, and or functions used for normal administration;
Authorised Users unable to book or view an event or service within the Licensed Software on a common device.
The Pluss Communities Product Team Service Centre will respond to the Licensee within the Service Levels based on one of the following events occurring:
Closing the issue following provision of a resolution;
Closing the issue due to being unable to reproduce the problem;
Closing the issue due to it being not covered by this agreement;
Closing the issue as being corrected in a future release of the Licensed Software, available within 5 days of the response time target;
Providing an alternative processing option leading to re-classification of the issue;
Continuing to provide support on the issue until a resolution is found.
Priority 3 - Low
Support Requests are classified as Low (AKA Priority 3) where:
The Licensee or Authorised Users are unable to perform a seldom used and non-critical function as would be expected in the normal use of the Licensed Software;
The Licensee or Authorised Users are unable to complete a frequently used but non-critical function as would be expected in the normal use of the Licensed Software, but a temporary resolution has been provided;
A defect is identified that has no impact on the ability of the Licensee or Authorised Users to successfully complete the relevant functions as would be expected in the normal use of the Licensed Software (e.g. Incorrect spelling, etc).
Examples of Priority 3 Support Calls are:
Screen text is misspelt, screen objects are misaligned, or standard naming conventions have not been followed properly;
Pluss Communities Product Team is able to manually produce reporting for the Licensee in lieu of on-line functions not being available.
The Pluss Communities Product Team Service Centre will respond to the Licensee within the Response Period based on one of the following events occurring:
Closing the issue following provision of a resolution;
Closing the issue due to being unable to reproduce the problem;
Closing the issue due to it being not covered by this agreement;
Closing the issue as being corrected in a future release of the Licensed Software, available within 20 days of the response time target;
Continuing to provide support on the issue until a resolution is found.
The Pluss Communities Service Centre will respond to the Licensee within the Service Levels for Priority 3 (Low) Support Requests.
(d) Support Availability
Contact Details
Email: support@plusscommunities.com and / or through the support desk
Business Hours: Business Days, 9am-5pm
(e) Support Service Call Levels
Set out below are the response periods.
Service Category and Response Period
High (Priority 1): Response provided within 4 business hours
Medium (Priority 2): Response provided within 12 business hours
Low (Priority 3): Response provided within 24 business hours