Terms used in the present policy are defined in Solutions A1’s Agreement and Licence available at www.solutionsa1.com.
- MAINTENANCE AND SUPPORT SERVICES
Solely Solutions A1 shall provide standard maintenance and support services to its End Users. For purposes of this Policy, Support Services and Maintenance shall imply:
- Using reasonable commercial efforts to repair or provide a patch or work around for errors
- Using commercially reasonable efforts to provide Updates and Upgrades
- Support Services do not include enhancement requests or the development of in-depth methodologies nor customization of Solutions A1’s Apps.
- MAINTENANCE FEES
2.1 There are no Maintenance and Support fees.
- SUPPORT PROCESS
3.1 Support Services includes technical support from Solutions A1 personnel by telephone, e-mail, and web along with regular product updates and upgrades, modifications, enhancements and revision notifications.
3.2 End User will provide remote access to the network, computers and servers hosting Solutions A1’s Apps whenever necessary and if applicable in a timely manner and free of charge.
- RECORD AND FEEDBACK OF SUPPORT SERVICES
4.1 Support cases may be recorded by Solutions A1. When an issue is deemed a Solutions A1 defect, it is flagged for submission to the QA department for verification of the issue.
4.2 All issues are reviewed at regular intervals by the development and product managers, prioritized and scheduled for resolution/fix (i.e.: next update, release etc.). An email is then sent back to the Customer.
- HOURS OF SUPPORT
5.1 Solutions A1 shall provide Support during Normal Business Hours in the location the support is being performed. Should a customer require out of hours support, Solutions A1 may offer to provide out of hours support services charged on a Time and Materials Basis.
- TERM
6.1 Termination: Does not apply considering that there are no applicable fees for the Service.
MORE INFORMATION If you have questions or concerns regarding the Terms and Conditions set out, please contact Pierre-Paul Grondin, at ppg@solutionsa1.com.