ECi Support Manual 2014

Transcription

1 ECi Support Manual 2014 January 2014

2 Contents 1. GENERAL PROCEDURE CUSTOMER COORDINATOR COMMUNICATION CHANNELS CALL CLASSIFICATION & HANDLING ERROR / BUG Severity Levels Response Times Delivery CHANGE CONSULTANCY SUPPORT ERROR REPORT REMOTE ACCESS STATUS REPORT RELEASES EASYORDER BRIDGE STAND BY SUPPORT DUTCH PUBLIC HOLIDAYS... 6

3 1. General Procedure Issues must be reported by call log through the Customer Services Web Portal or by . ECi Software Solutions aims to respond to each received call log or within 24 hrs (except for issues relating to existing calls). For errors requiring a quicker response time customer coordinator should call in addition to the call log or . Customer coordinator will receive an ed reply containing a call number, classification and possible instruction or questions for further processing. In all subsequent communication (both by and phone) customer coordinator should use call number to identify the relevant call. Further response & delivery times depend on the calls classification. 2. Customer Coordinator A contact person appointed by Customer. The Coordinator operates as the sole Customer contact with ECi Software Solutions. Customer will ensure that the Coordinator has an adequate level of knowledge. 3. Communication Channels Customer Services Web Portal: click the button Log a Call on and (via menu option Portal). In this system calls can be registered and the status of your calls and the handling process can be checked online. Mail to: supportnl@ecisolutions.com Phone: +31 (0) , between 07:30 and 19:30 CET 4. Call Classification & Handling Error / Bug Change Consultancy Support 4.1 Error / Bug Error means the failure of the Product to fulfil the functional specifications as set down in the Specifications and Documentation. The Customer is required to immediately report Errors to ECi Software Solutions. An error report can only be processed if: Reported by call log or by customer coordinator Error occurred in supported application Sufficient information is available (see error report ) The Customer is obligated to actively report any reasonably requested information useful for ECi Software Solutions to repair an Error. If customer is unable to meet these requirements the report will be interpreted as a request for Consultancy or Support which will be delivered under the applicable conditions.

4 4.1.1 Severity Levels ECi Software Solutions and Customer shall jointly categorise Problem Reports according to the following severity levels: Critical Problem means any Error that renders the Product inaccessible, unusable or inoperative. Without limiting the generality of the foregoing, Critical Problems shall include events where the network is down or where the Product loses all processing capability. Urgent Problem means any Error that renders the routine operation of the Product by Customer unusable or inoperative and for which there is no known workaround. Serious Problem means any Error that is not a Critical or Urgent but causes a loss of functionality and affects the operation of the Product by Customer. Minor Problem means any Error that is not classified by another severity level Response Times Response times depend on established severity and are counted from the time at which the error was reported (if only reported by 24 hrs. max could be added). Severity Critical Urgent Serious Minor Response Time 1 hr 2 hrs. 8 hrs. 24 hrs. With respect to Critical Problem, ECi Software Solutions will assign a developer to the problem within one (1) hour and shall use best efforts to resolve the Critical Problem as soon as possible Delivery Delivery of the solution to the customer s application will be as soon as possible for severe errors. For ASP/SaaS customers the solutions will be implemented by ECi Software Solutions. For license customers the solution will be delivered as a software patch and/or instructions via: FTP (if standard (telnet) access is available) CD-ROM Additional support may be requested to implement solution on customer s system. For non-severe errors delivery of the solution will generally take 2 to 4 weeks. If database changes are part of the error resolution the solution can only be delivered with the next release. Minor errors will be delivered with the next release. 4.2 Change All conditions will be agreed on individually per issue, usually with a quotation. 4.3 Consultancy Consultancy will be scheduled with the relevant consultant, generally within a week. Consultancy rates are set in the contract. Hours will be invoiced after actual calculation. All other conditions will be agreed on separately per issue.

5 4.4 Support Support will be scheduled with the relevant specialist, generally within a week. Hours will be invoiced after actual calculation. All other conditions will be agreed on separately per issue. 5. Error Report Required information when reporting errors: Detailed description of the Error and the conditions under which it occurred. Description (or dump) of the error-message or error-log. Release/Version of the Product. Part of the application where the Error occurred (i.e. a window-, menu- or procedure name). Information about the operating system and hardware configuration. Description how the Error can be reproduced. Further details that might help to isolate the problem (for instance regarding recently installed other applications that may cause the problem). 6. Remote Access In order for ECi Software Solutions to be able to deliver support, customer should provide access to their systems for ECi Software Solutions support personnel: Telnet from ECi Software Solutions iseries User profiles with sufficient authority o General: ECI2 o Per employee: employee name (not required) 7. Status Report At any time customer coordinator can request a status update on a particular call by using the ECi Software Solutions call number. Additional reporting (for example of overviews of outstanding calls) can be supplied after agreement. 8. Releases 8.1 EasyOrder With respect to the EasyOrder applications ECi Software Solutions uses a flexible release policy. ASP/SaaS customers will be notified of an upcoming release installation two weeks in advance. For license customers the release will be delivered on a CD-ROM. If operating a new release requires any conversion or implementation activities to maintain accustomed use, or requires serious changes in usage this will be communicated in advance. 8.2 Bridge With respect to the Bridge applications ECi Software Solutions uses a flexible release policy. ASP/SaaS customers will be notified of an upcoming release installation two weeks in advance. For license customers the release will be delivered on a CD-ROM. If operating a new release requires any conversion or implementation activities to maintain accustomed use, or requires serious changes in usage this will be communicated in advance.

6 9. Stand By Support If required customer can request stand by support (f.e. during release installation) by filling in the webform on our website using this link: Dutch Public Holidays On Dutch public holidays only emergency support is available for customers operating in countries not recognising said dates as a public holiday. Dutch public holidays in 2014: Easter Monday Monday Ascension Day Thursday Pentecost Monday Monday Christmas Day Thursday Boxing Day Friday

7 Fax number: +31 (0) Extra Support Customer : Contact : Date : Support performed by : Number of employees : Yes, we would like to profit of extra support during the day(s) mentioned below. We also hereby confirm that we have taken notice of the extra charges per person which will be passed on. Evening Date Time Standby costs Extra costs 18:00 24:00 147,- Costs per hour: 2 x hour-tariff with a The first quarter is free. Saturday Date Time Standby costs Extra costs 08:00 12:00 294,- Costs per hour: 2 x hour-tariff with a The first quarter is free. 12:00 18:00 294,- Costs per hour: 2 x hour-tariff with a The first quarter is free. 18:00 24:00 294,- Costs per hour: 3 x hour-tariff with a The first quarter is free.

8 Fax number: +31 (0) Sunday Datum Time Standby costs Extra costs 08:00 12:00 441,- Costs per hour: 3 x hour-tariff with a First quarter is free. 12:00 18:00 441,- Costs per hour: 3 x hour-tariff with a First quarter is free. 18:00 24:00 441,- Costs per hour: 3 x hour-tariff with a First quarter is free. During the weekend service and night availability it can not be guaranteed that occurring problems will be solved immediately. This is pure support for specific problems that can occur, such as during processing, conversions and software installations. Possible program adaptations will be realised during business hours. Prices are in euro and excluding VAT. Signature Name Signature Confirmation ECi Software Solutions