Perform system monitoring and system reboots (or instruct the customer to do so.)
Preventive Maintenance if 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).
Ensure compatiblity between the hardware and the software.
In case of hardware failure : replace the defective unit or Component by an equivalent spare-part or Field replaceable Unit in good working order. The replaced part becomes the property of the supplier.
Travel, labor and materials are included in monthly price if HW maintenance agreement is in force.
The software agreement is pursuant to the Terms 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.
Travel is included if the issue cannot be resolved over distance for reasons other than not having remote access.
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 for potential problems and inform the customer accordingly and in a timely fashion.
Monitor status and availability of the cloud services.
Perform server reboots 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).
The supplier will provide reactive support services to the customer. When the customer encounters an issue with the System, it can only be reported through this link http://www.teleportel.com/helpme using the private password that has been provided separately. Reporting problems via email and telephone, will lead to delays and waiting times.
This Malfunction Notification System enables the supplier to prioritise and handle the issues and anomolies correctly and rapidly. Moreover, it allowes correct reporting and measurement of the systems’ performance and the SLA.
At time of reporting the problem, the supplier will investigate the reported issue within max. 4 working hours (response time) and respond accordingly.
If this initial problem analysis indicates that an onsite intervention is required to replace or repair a hardware component, the response time typically varies between 4 and 8 working hours.
The Software Maintenance is included in the monthly licensing fees; which are compulsary.
The hardware maintenance (following the warranty period) is optional (not compulsary).
The Support fees are Invoiced quarterly, for the coming 3 months and are payable in the beginning of that period. This price covers what is described in this contract, with following conditions:
The fees are subject to annual revision (cfr. Belgium Consumer Price Index -CPI)