Support Terms and Conditions
Serenic will provide service to Customers, under the following guidelines, in relation
to Serenic Products.
- Your software maintenance plan must be current at the prevailing annual rate.
- The term of each of the plans is an annual (one year) period. One of the package
options must be in effect for the customer to receive any support. Serenic will
provide at least sixty (60) days notice of plan expiration and the option to renew
under any of the available plans.
- The software support and services included with the each package, become effective
on the date specified within this document. Additional hours purchased will be amended
to existing plan with no change in expiry date. This date would typically be on
or around the date that the maintenance renewal is due.
- Customer will provide all information requested by Serenic in order to aid in the
technical support process, including back-up copies of programs, data, and storage
media as may be required.
- Customer will, where applicable and directed by Serenic, install or have installed
software updates pertaining to Serenic products as soon as practicable after they
have been made available.
- Serenic will assist Customer with all supported versions of Serenic Products.
- Serenic will provide Customer with email addresses and telephone numbers to enable
communication with a support technician from Monday through Friday between 9:00
AM and 6:00 PM Eastern Time.
- Serenic will use its best efforts to respond to Customer within a prompt and timely
manner and in accordance with the following normal and usual practices.
a. Serenic Staff will assign priority to issues and respond within
the following guidelines.
i. SEVERITY 1: CRITICAL BUSINESS
IMPACT - The impact of the reported deficiency is such that the client is unable
to either use
the software or perform time critical business functions with the software.
In such instances, Serenic
will commence
work on resolving the deficiency within one (1) hour of notification and will engage
appropriate staff
during normal
business hours until an acceptable resolution is achieved.
ii. SEVERITY 2: SIGNIFICANT BUSINESS
IMPACT - Important features of the software are not working properly and
there are no
acceptable, alternative solutions. While other areas of the software are not
impacted, the reported
deficiency has
created a significant, negative, yet non-critical impact on the client's productivity
or service level.
Serenic will
commence work on resolving the deficiency within two (2) hours of notification and
will engage
appropriate staff
during normal business hours until an acceptable resolution is achieved.
iii. SEVERITY 3: MINIMAL BUSINESS IMPACT
- Important features of the software are not working properly however, an
alternative solution
is available. The client impact, regardless of product usage, is minimal loss
of operational
functionality
or implementation resources. Serenic will commence work on resolving the deficiency
within one (1)
business day
of notification and will engage staff during normal business hours until an acceptable
resolution is
achieved.
b. All Support Requests will be processed in the order in which
they are received however, priority may be assigned to issues resulting in the stoppage
of daily activities by Customer.
c. In the event that follow up is required, beyond 24 hours of
original submission, Serenic will use the contact information given at the time
of original submission unless otherwise instructed by Customer.
e. Outstanding issues will be closed when a resolution is reached
or response by Customer, to Serenic follow up, is not received by close of business
on the Monday following the original request.
- Expenses related to support services are charged separately, at cost (with receipts
attached), due upon receipt.
- Limitations to technical support provided to Customer may, at Serenic’s discretion,
include the following:
a. Service relating to customization and/or training. Such events
include submissions that require assistance from Serenic whereby data analysis,
creation, or correction is completed by Serenic staff to achieve the desired resolution;
b. Service relating to report writing or custom programming.
Such events include upgrades or major development which requires dedicated project
management;
c. Submissions that require scheduled training sessions to review
features and functionality of Serenic products;
d. Service provided as a consequence of hardware or network failures,
or of software not covered by this Agreement;
e. Service provided as a consequence of incompatibility of systems,
network software or peripheral devices not approved by Serenic;
f. Service provided as a consequence of catastrophe (as
exemplified by fire, flood, earthquake, other natural disasters and civil unrest),
fault, or negligence of Customer;
g. Service relating to inadequate knowledge of Customer in regards
to payroll and/or accounting practices;
h. Service relating to data recovery; and,
i. Pre-purchased hours not used during the plan year do
not carry over to the next year unless a subsequently renewed prepaid plan is purchased,
in which case the value of any unused hours would be deducted from purchase price
of the subsequent plan
Responsibilities of Serenic
- Serenic will provide consulting and development services, upon request of Customer,
as may be required for Serenic Products, acting reasonably.
- Serenic will invoice the designated company for all consulting and development services
not covered by the Serenic Support Plan.
- Serenic will provide the designated company with any objects customized for a mutual
Client by Serenic for inventory purposes.
- Where considered appropriate and acting responsibly, Serenic reserves the right
to limit each incident submission to 15 minutes and complete follow through as agreed
upon.
- Where considered appropriate and acting responsibly, Serenic reserves the right
to re-classify support incidents to create a managed project which will be invoiced
outside the terms and conditions of the support plans outlined in this agreement.