The aim is two-fold : ensuring customer (end-user) satisfaction and generate extra income and increased margins for the Reseller by offering Maintenance & Support to the customers. The Reseller will perform the onsite maintenance interventions. On an on-going basis, the Supplier will support the Reseller by offering following Services, as integral part of the PSSP :
The customer will :
The Reseller is responsible to
The supplier will perform specific activities as described below.
The Supplier will diagnose remotely (both systematically - on a routine basis - and incidentally when a malfunction occurs), will perform system monitoring and will instruct the customer or reseller to take appropriate actions to diagnose or to remedy.
The Supplier provides technical training to the reseller (See ‘Partner Service Support Program’) at time of installation.This training is compulsory. The Reseller is responsible to provide the onsite hardware services (both preventive and corrective) based upon the instructions of the Supplier.
The Reseller will perform Preventive Maintenance if that is compulsarily required by the Vendors of the hardware components. (this excludes cosmetic maintenance such as keeping the unit clean on the outside, which is a responsibility of the customer).
In case of hardware failure, the Reseller will replace the defective unit or Component by an equivalent spare-part or Field replaceable Unit. The reseller is responsible to purchase spare parts and to maintain adequate inventory levels to ensure the required level of service.
Very occasionally, the Supplier may go onsite for technical interventions but this is clearly by exception and is not the general rule.
The software agreement is pursuant to theTerms of the Software Licensing Agreement https://www.teleportel.com/user-agreement and is considered to be an integral part of the latter.
Skilled labour is included.
The software monitoring and maintenance are provided remotely – via the Internet.
Installation of software patches, fixes, updates and upgrades required to keep the system operational. Ensure compatibility between software and hardware.
Proactively inform customer about potential or current problems and provide advise.
Programmatical changes to the content such as updating screen layouts which have been provided by the customer (the actual design changes are not included. Content of slides -i.e. Screen layouts – can be provided at 45,00 €/slide/screen).
Monitor server event logs to identify potential problems and inform the customer accordingly and in a timely fashion.
Ensure certification for Security (SSL / https:)
General Server Maintenance. Ensure compatibility between the Server Software and the software / hardware of the individual components (Kiosk and Agent Workstation).
Disaster Recovery Service : switch to different server in case of server outage (contingency).
When the customer (end-user) reports a malfunction to the Reseller, the Reseller will inform the supplier by logging this call, using only this link http://www.teleportel.com/helpme. The private password will be provided separately. Reporting problems via other channels such as email and telephone, will lead to unnecessary delays and added waiting times.
At time of reporting the problem, the supplier will investigate the reported issue within maximum 2 to 4 working hours (response time) - typically a lot shorter - by Remote Diagnostics and respond accordingly. In many cases, the issues will be resolved by the supplier over distance. In case of network problems, the customer is to be informed. In case of hardware problems, the local reseller needs to dispatch a qualified technician for an onsite intervention, supported by the supplier.
Are excluded from this SLA
The fees for PSSP will be made available on a per-configuration basis (i.e. based upon the specs and the Bill of Material and List of Software Options).
One-Time costs are predominantly for installation of the equipment, training and the acquisition of spare-parts.
Any occasional onsite interventions that may be required, will be invoiced on a per-call basis (time, travel and possibly materials). This is only in exceptional cases.
The Monthly Support fees are Invoiced quarterly, for the coming 3 months and are payable in the beginning of that period. This price includes : software licensing, software maintenance (remote diagnostics, updates, upgrades, support) and any separately agreed upon hardware back-up services that may be agreed upon on a case by case basis (see Mission Critical Systems).
Support will be provided during ‘European’ office working hours. These are also referred to as ‘standard hours’ and are Monday through Friday, 08:00- 17:00 (excluding Official Holidays and Bank Holidays). Deviation from these standard hours are subject to separate arrangements.
For Systems and Applications that require higher service levels and maximum systems’ availability (i.e. Mission Critical Systems), the Supplier and the Partner in concertation with the end-user may decide upon extra measures to be taken. These measures may include :