Maintenance Contract |
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Support is available Monday to Friday 9am to 5pm (GMT), excluding Bank Holidays and Public Holidays. Outside of these hours we offer an answer machine service, which is checked the following day and to which an immediate response
Help desk will log the problem and assign the problem a TFS Fault number and priority code based on the following codes:will be made.
Code A |
System Stopped |
- Unable to input data |
Code B |
System Working - but providing: |
- Software system error messages |
Code C |
Problem is outside the scope of the current version of the software and is an enhancement to the software system. |
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Help desk will provide guidance and assistance to the site administrator for the products covered by this maintenance contract.
Help desk will provide the principle contact point within Treefrog Software.
Help desk will provide initial advice and guidance in resolving clients technical queries and software problems. If the TFS Help desk team cannot address the technical request or problem immediately, a member of the technical support team will be assigned to the logged problem.
The technical support team will call the Licensee within 24hrs of the problem being logged by the Help Desk and attempt to resolve the problem over the telephone.
If the technical support team are unable to resolve the technical problem over the telephone then they will provide a software fix to the problem within 4 working days of the problem being logged.
If priority 'A' problem:
If the technical support team are unable to resolve the problem within
4 working days with a software fix they will provide the Licensee with
a "work around" within the following 3 days and will agree a
date with the Licensee of when the problem will be resolved.
The Licenser will not be held liable for any costs due to Product Standstill, unless negligence can be proven by the Licenser of any employees of the Licenser.
If priority 'B' problem:
The technical support team will agree a mutually acceptable date with
the client as to when the problem will be resolved or whether it will
be included in a later version release of the software.
Should the logged problem being experienced by the Licensee require a visit by one of the Technical support team the Licensee could utilise the call out option of this maintenance contract.
A system call out will be only utilised when the Licensee and Licenser mutually agree that such a visit would expedite a speedy resolution of the logged problem.
The cost of call out to the Licensee site is at a fixed cost per day exclusive of VAT and travel and expenses.
The Licenser, upon payment of the Support and Maintenance fee, agrees to provide the Licensee with two products upgrades, during the stated period covered under this contract.
These upgrades shall include further enhancements to the products and corrective fixes.
If there is any added functionality to the product the Licensee will be informed of this and a 'Help Supplement' will be sent to explain how to use the increased functionality.
The Licenser also provide a full range of training to support its software products and these are available to the client at a fixed cost per day. This fee is exclusive of VAT, travel and any hire of equipment that may be required.