Hours of Operation

The DMC Support Helpdesk is open from 09:00 until 17:30 (GMT), Monday to Friday, excluding Bank and Public holidays in England and Wales.

Bank and Public Holidays in England and Wales

  • New Year’s Day
  • Good Friday
  • Easter Monday
  • Early May Bank Holiday
  • Spring Bank Holiday
  • Summer Bank Holiday
  • Christmas Day
  • Boxing Day

The agreed service time (AST) during which the SLA targets are measured is 09:00 until 17:30, Monday to Friday.

The Customer should always contact the Support Helpdesk either by phone on: 01733 362 120, via e-mail: helpdesk@xperience-group.com or via our Web Ticket Portal at: https://helpdesk.xperience-group.com/Tickets/  for support in order for the service to be measured effectively.

Incident Resolution

Targets for problems you may have with the products provided by DMC Software Solutions Ltd, an Xperience Group business, are prioritised in order of business impact, to ensure the more critical issues are dealt with first. Detailed below is a breakdown of the priorities in use, examples of when they are used and the related target resolution times.

Incident Resolution Targets

PriorityExampleTarget
1 – High (Critical/Urgent)High, direct impact on the whole business resulting in loss of sales, orders, delay or impact dealers. No workaround or alternative method for completing the task available (e.g. Network failure, critical application/file failure, power failure, telephone switch failure). All ‘High’ priority incidents are automatically escalated to the DMC Support Helpdesk Manager.6 Hours
2 – Medium (Important/Significant Disruption)High impact on a single department of the organisation. Would cause significant disruption to work around the problem, or cause delays to reporting that are inconvenient rather than business critical.8 Hours
3 –Low (Monitor/Personal Disruption)Low impact on the business as a whole but inconvenient for the individual. Able to use alternative workstation or system whilst problem is being fixed. Error in a function of a system that prevents the function being used but does not impact other parts of the system.12 Hours
4 – Informational/Request for HelpRequest to the Support Helpdesk for advice/guidance on the use of a system, product or application. Minor problem that does not impact users but the user feels it should be known about.16 Hours

Please Note: The following scenarios will automatically exclude tickets from being measured within the SLA and will therefore be deemed as outside the SLA:

  • Tickets raised for obsolete products (e.g. Tickets for products no longer supported by the vendor)
  • Tickets escalated to the vendor (e.g. Tickets outside DMC’s control and is a known defect)
  • Tickets escalated to Level 2 or Level 3 (e.g. Tickets escalated to DMC Developer Resource for investigation and resolution)

Scheduled Systems Maintenance (SaaS and VPS Hosting only)

Scheduled system maintenance will be performed outside of normal working hours and sufficient notification will be provided. You will receive a minimum of five days’ notice prior to any maintenance being carried out.

In the event of emergency maintenance an incident will be posted on our status page (http://status.xperience-group.com/) as soon as possible.

Escalation

If you are unhappy with the progress of a call and would like to escalate it to a more senior level, you can contact the Support Helpdesk Manager on 01733 362 120.

1.Preface

Introduction

A Service Level Agreement (SLA) is a written agreement between two parties describing the supplier and customer relationship. It is not a legally binding contract but is subject to Terms and Conditions.

This SLA describes the top-level provision of support and services between DMC Software Solutions and the Customer.

Purpose

  • To ensure a ‘maintainable and measurable’ service to customers.
  • To provide a mechanism for ‘service reviews’ leading to service improvement actions where appropriate.
  • To continually monitor and measure conformance to the agreed targets and to develop plans for improvement via the Service Reviews.
  • To improve communication between DMC Software Solutions and the Customer.

Duration

This SLA will remain valid during the support period until superseded by a replacement agreement by DMC Software Solutions.

Support Agreements are for the duration of twelve months. Should the Customer decide to cancel during the term of the agreement, once a Support Agreement has been invoiced, refunds are not permitted. Support Agreements can only be cancelled by the Customer by giving DMC Software Solutions three months’ notice in writing prior to the anniversary date.

This SLA focuses on the provision of the end-to-end service to the customer. Downtime is defined as ‘full’ as opposed to partial unavailability of the service. The responsibility for the management of the underlying networks, connectivity and dependencies on other systems lies internally with the Customer.

This SLA is only applicable under normal working conditions. In the event of a contingency situation (fire, floods, power cuts etc.) occurring, DMC Software Solutions will provide services on a reasonable endeavours basis.

This SLA refers to titles/positions as opposed to individual names.

For definitions of Support, Response, Closure, and Incidents etc., refer to the Glossary of Terms.

This document is subject to change control.

2.Scope of the Agreement

Customers

This agreement is between DMC Software Solutions and the Customer and includes:

Services

This SLA covers all LIVE services during the Agreed Service Time (AST) – 09:00 to 17:30 (GMT), Monday-Friday.

Processes

The scope of this agreement covers the support processes detailed below.

  • Support hours
  • Calls managed by the support helpdesk
  • Availability management of all LIVE services

3.Service Support Description

Extension to Support Hours

To extend the normal working hours of the DMC support helpdesk, a request should be made to the DMC Support Manager who will attempt to make the necessary arrangements. Extensions to service hours are provided on a reasonable endeavours basis unless otherwise agreed by chargeable work.

Due to the cost implications on both parties, requests for extended hours should be made via your DMC Account Manager and approved by the support helpdesk Manager.

Scheduled Maintenance (SaaS and VPS Hosting only)

Some systems will be unavailable during scheduled maintenance dates.

Scheduled maintenance will not be performed during the Agreed Service Time (Monday to Friday 09:00 -17:30 GMT) unless otherwise agreed. The Customer will be given as much notice as possible of such changes.

A minimum of five working days notice of scheduled maintenance will be given to the Customer by the DMC support helpdesk Manager.

If emergency maintenance is required to resolve an incident or prevent failure, notice will be provided as early as possible via our status page (http://status.xperience-group.com/)

Contingency Planning

In the event of a contingency situation (fire, floods, power cuts etc.) occurring, DMC Software Solutions will provide services on a reasonable endeavours basis under these circumstances.

1 the Customer should ensure that adequate disaster recovery procedures are in place. DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data.

1 These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.

4.Support Processes

The primary aim of the DMC support helpdesk is to provide a single point of contact for its customers.

The key services provided are:

  • Call management – any incidents or enquiries
  • Day to day basic service administration
  • Services stated within Appendix 3

Call Management

Process definition

All incidents for technical support relating to any software applications supplied by DMC Software Solutions should be logged with the DMC support helpdesk.

SLA targets relate only to those calls where the process has been followed.

Logging a ticket by e-mail

E-mail should be used where possible using the following email address: helpdesk@xperience-group.com.

To provide an effective service, sufficient information about the issue is required from the User. Please refer to the Required Information Section for information needed to process the ticket. It is the responsibility of the Customer to provide this information when sending an e-mail.

The DMC Support Helpdesk will check e-mails at regular intervals and a response provided detailing the Ticket Reference Number.

If further communication is required, the Customer should always quote the Ticket Reference number.

Logging a ticket by phone

To provide an effective service, sufficient information is required from the User. The Support Engineer will take you through the required information needed upon logging the ticket, to ensure we have the required information it is the responsibility of the Customer to provide this information when logging the call.

If a number of calls relate to a single incident, they will be grouped together under a single incident. These are also referred to as ‘Problems’ – See Glossary of Terms.

Reasonable endeavours will be made to resolve and close the ticket at point of contact with the Customer.

Logging a ticket via the Web Ticket Portal

The Web Ticket Portal is an online application where customers can log new support tickets, view existing support tickets and view existing tickets.

It is accessible via: https://helpdesk.xperience-group.com/Tickets/

To provide an effective service, sufficient information about the issue is required from the User. Please refer to the Required Information Section for information needed to process the ticket. It is the responsibility of the Customer to provide this information when logging a ticket.

The security credentials required to access the portal can be obtained by contacting the your account manager or the Support Helpdesk Manager either by phone: 01733 362 120 or e-mail: support@dmcsoftware.co.uk

Responses

The DMC Support Helpdesk will provide the customer with a Ticket Reference Number for the incident.

The DMC Support Helpdesk will provide an update of the Ticket status to the Customer.

The DMC Support Helpdesk will always use the telephone at the first attempt to respond to a customer and will log the attempt. An automated e-mail will be sent to the customer to state this fact. The DMC Support Helpdesk analyst will make one further attempt, which is also logged. If this fails, the analyst will e-mail the Customer.

If the User is unavailable due to holiday/illness, the call will be set with a status of ‘Awaiting Customer Response’. This is only in cases where the User is central to the resolution. Alternatively, another business contact may be established.  If we do not receive any feedback from the User after five days, the Ticket will be ‘Closed’ and the Customer will be informed, unless otherwise agreed.

The DMC Support Helpdesk also uses an automated Chase/Close system for tickets where the status is either ‘Awaiting Customer Response’ or ‘Awaiting Confirmation for Closure’.

Awaiting Customer Response- If we have not received any feedback for 24hrs, an automated e-mail will be sent requesting an update – this cycle will repeat itself for five days. If we still don’t get a response the ticket will be automatically closed.

Awaiting Confirmation for Closure- If we have not received confirmation within 24hrs, an automated e-mail will be sent requesting an update to this ticket – this cycle will repeat itself for five days. If we still don’t get a response the ticket will be automatically closed.

Closure of a call

The DMC Support Helpdesk will close a call, upon providing a workaround or resolution.

Calls resulting in a change request

In order to provide a resolution within the specified time constraints the DMC support helpdesk may provide a temporary workaround, versus a permanent root-cause fix.

In most cases, to provide a permanent root-cause fix – a change request (involving development/specialist teams) may be required.

These change requests will be raised and managed with the relevant Customer Project Manager.

Due to potential costs involved, the completion of such changes will be subject to approval by DMC Software Solutions and the Customer.

DMC support helpdesk escalation process

In the event of a defect being logged with the DMC Support Helpdesk, the Support Helpdesk Manager will escalate the defect to the appropriate vendor for further technical support. Where necessary, progress will be monitored and the Customer will be informed on a pre-determined schedule. Whilst defects reside with the vendor, DMC Software Solutions will not be held responsible and will not be liable for any loss or corruption of data.

If the Customer is dissatisfied with the way a call has been managed or the progress of the call, the DMC Support Helpdesk Manager can be contacted directly via telephone on 01733 362 120.

DMC support helpdesk obligations

The primary responsibility of the DMC Support Helpdesk team is the ticket resolution. This does not normally extend to issues covered by standard help file documentation or topics covered during training. The DMC Support Helpdesk reserves the right to refuse support under these circumstances or in situations where the user has chosen not to attend an appropriate training course.

The DMC helpdesk support services include:

  • Providing an immediate resolution.
  • Providing advice or a workaround solution where an immediate resolution is not available.
  • Advising the Customer of a ticket number, in these circumstances, and responding to queries within the designated target time.
  • Where this is not possible, keeping the Customer informed of a ticket progress on a regular basis.
  • Confirming with the Customer at the conclusion of a support call (or by automated e-mail after five days, if no response is received) that where the resolution has been achieved, the ticket has been closed.
  • Notifying the Customer by e-mail or telephone after five days has elapsed on ‘Awaiting confirmation for Closure’ tickets that the Ticket has been closed and will have to be reopened if necessary.
  • Referring queries to the appropriate vendor for further Support where necessary, monitoring progress and keeping the Customer informed on a pre-determined schedule.

Customers responsibilities

The customer must endeavour to use the latest version releases of the software, including any service packs or patches. DMC Software Solutions recommends that all products are maintained on a regular basis.

The Customer agrees to:

  • Maintain a designated computer system and associated peripherals in good working order and ensure that any problems referred to the DMC support helpdesk are not attributable to hardware malfunction.
  • Perform any tests or procedures recommended by the DMC support helpdesk to identify or resolve any problem.
  • Maintain procedures for the reconstruction of lost or altered files, data or programs as deemed necessary by the customer.
  • Remain solely responsible at all times for the safeguarding of their proprietary, confidential and classified information.
  • 1Ensure the designated computer system is isolated from any process links or other connectivity that could cause harm before requesting or receiving remote support assistance.

1 These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.

Suppliers responsibilities

  • DMC Software Solutions has no support obligations with respect to any hardware or third party products supplied by other vendors.
  • The Customer is solely responsible for the compatibility and functioning of third party products.
  • DMC Software Solutions has no obligations with respect to synchronisation unless it has been configured by DMC Software Solutions.
  • 1The Customer acknowledges and confirms that DMC Software Solutions will not be responsible for any loss of data however caused.
  • DMC Software Solutions will not be liable for any call or line charges incurred as a result of utilising remote assistance tools.
  • DMC Software Solutions will not accept responsibility for lost or unread e-mails. It is the sole responsibility of the customer to confirm delivery.

1 These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.

Incident Management

The targets below refer to incidents logged by the DMC support helpdesk via telephone (excluding e-mails) and apply during AST only. In the case of a Priority 1 or 2 incidents, reasonable endeavours will be made to resolve the call even if  this means working outside of normal working hours.

Incident Management Targets

PriorityDefinitionEnd-to-end ClosureTarget
1Business Critical/Urgent 6 Hours100%
2Business Important/Significant Disruption8 Hours
12 Hours
80%
100%
3Business Monitor/Personal Disruption12 Hours
16 Hours
20 Hours
80%
95%
100%
4Business Informational/Request for Help16 Hours
20 Hours
24 Hours
90%
95%
100%

During month-end periods, incidents that may affect the Customer’s ability to meet central reporting deadlines will be treated as priority 1.

Customer Initiated Change Requests

Process definition

The DMC Professional Services Manager will work with the relevant business contacts to ensure that the change request process is known, understood and followed, ensuring controls are not compromised.

All change requests will be logged with the relevant DMC Project Manager.

Prior to any resource allocation, all work requests will be reviewed by DMC Software Solutions and the Customer to determine whether they are change requests or a separate project.

Urgent change requests

Urgent requests are defined as requests which may:

  • have a direct impact on business critical systems (this includes their component parts)
  • be in breach of a legislative change
  • have a high revenue impact on the business

Authorisation to proceed must be given prior to any change requests being performed.

Urgent changes will be reviewed retrospectively during the next available review to ensure processes were followed and the change was managed effectively.

Official Complaints Process

Complaints concerning specific calls/incidents should be made to the Support Helpdesk Manager.

In case of any concerns or general dissatisfaction regarding service received, customers should:

  • Firstly, contact the DMC Support Helpdesk Manager who will investigate the complaint.
  • Secondly, if further escalation is required – either:
    1. In case of an operational complaint – contact the DMC Professional Services Manager.
    2. In case of a complaint relating to a change request/small project or projects where the business is clearly affected by the issue, contact the relevant DMC Project Manager.

Security

1The Customer will ensure that when users change job roles, all system authority will be updated for the individual that is appropriate for the new job function. The Customer is responsible for administering system level security (user name, password and application authority). Certain applications contain additional security that may be administered by the DMC support helpdesk.

1 These items are excluded for SaaS Contracts. Please note, VPS Hosting Contracts only include the backup of the VHD and therefore, DMC Software Solutions will not be held responsible or will not be liable for any loss or corruption of data contained within the VHD.

Limitation of Liability

To the maximum extent permitted by applicable law, DMC Software Solutions Ltd or its subcontractors shall, in no event, be liable for any consequential, incidental, indirect, punitive, or damages of any other kind. This includes, without limitation, damages for loss of business profits, business interruption or other pecuniary loss arising from the provision of service support or from the use of, or inability to use, software provided by DMC Software Solutions Ltd, even if DMC Software Solutions Ltd had been advised of the possibility of such damages.

Appendix

Appendix 1: Required Information

Please include the following information:

  • Name
  • Product used
  • Description of issue (if possible screenshot of error message or issue)
  • Any recent changes to the product/workstation
  • The number of users affected
  • Any attempts to resolve e.g. changing machines or logging on as a different user

Appendix 2: Additional Service Charges for On Site Technical Support

In the event of On Site Technical Support being required, provided the services are applicable at the standard day rate, the following expenses will be inclusive within the United Kingdom. Otherwise the following expenses will be invoiced accordingly:

  • Accommodation
  • Subsistence
  • Travel (including flights, travel time, transfers and car hire)
  • Fuel (business use)

All Receipts will be provided as proof of purchase.

Appendix 3: Limitation of Support

What is covered?

  • Advice on accounting corrections (Sage Accounts/NAV only)
  • Advice on or application of hotfixes, patches and service packs (excluding implementations where development and/or integration to any other product exists – Customer must have an active Support & Maintenance Contract)1
  • Advice and/or assistance on SQL backups and restoration (limited to five databases)
  • Error messages preventing the use of the application
  • Extension string requests (licence key renewals)
  • Additional 3rd party client software installations supported by DMC1
  • Limited Training related calls (discretion to be advised by your Account Manager)
  • Basic alterations to templates and reports limited to: logo’s, text blocks and field positioning)
  • Support ‘out of the box’ functionality
  • Support of reports created/modified by DMC

What is Not Covered?

  • Connecting remotely without prior contact
  • Creating new databases and initial setup
  • Customisation in general
  • Data imports and migrations
  • Data repairing/fixing
  • Excessive training issues as deemed by DMC Account Manager
  • New layouts, reports and templates
  • Installation of Version Upgrades
  • Correcting layouts, reports and templates created/modified by the Customer (unless Customer attended a relevant course within the last 12 months)
  • Networking and computer issues due to faulty hardware or cabling and routers (unless covered by separate TotalCare Contract)
  • Supporting 3rd party products not supported by DMC
  • Supporting development undertaken by the Customer

What is Deemed as Chargeable Work? (Unless Otherwise Agreed)

  • Alteration of layouts, reports and templates for the inclusion of: columns, formulas, calculations and other significant changes
  • Creating new databases and initial setup
  • Customisation
  • Data imports and data manipulation
  • New layouts, reports and templates
  • Implementation and installation of DMC supported software on to servers
  • Installation of version upgrades/patches
  • Correcting layouts, reports and templates created/modified by the Customer (unless Customer attended relevant course within the last 12 months)
  • Networking and computer issues due to faulty hardware or cabling and routers (unless covered by separate TotalCare Contract)
  • Training
  • Creating and executing SQL Scripts
  • Creating remote databases (supported applications only)
  • Setup and configuration of synchronisation undertaken by the Customer or other 3rd party

What is the Procedure for Requesting Chargeable Work?

Should DMC Support receive a request for chargeable work, the following procedure will be followed:

  • DMC Software Solutions will estimate the request and notify the Customer in writing together with an expected delivery date
  • The chargeable request will be specified to the Customer’s satisfaction and signed off by the Customer
  • The Customer should provide a valid purchase order number or written consent in order to proceed
  • The Customer will be invoiced upon delivery within DMC Software Solutions normal trading terms and conditions

Glossary of Terms

TermDefinition
ASTAgreed Service Time. The hours that this SLA is in force.
CallIncident or enquiry relating to I.T infrastructure that is logged in the service desk logging tool.
ClosureA call is closed after the specialist team or the service desk verifies satisfactory confirmation with the Customer.
EscalationIf a customer is unhappy with the progress of a specific call sent to the DMC support helpdesk they can escalate to the DMC Support Helpdesk Manager or the DMC Professional Services Manager.
IncidentAn incident is a deviation from the normal level of service expected by customers and requires a fix. Incidents can be prioritised based on their impact on service.
ProblemMajor incident or multiple incidents with the same symptoms.
Reasonable EndeavoursAttempts will be made within the constraints of DMC Software Solutions and the Customer to meet service levels but performance will not be guaranteed or measured.
SLAService Level Agreement. An agreement between suppliers and customers for the provision of agreed services. (Namely support functions & systems)
SaaSSoftware as a Service hosted by DMC Software Solutions.
VPSVirtual Private Server hosted by DMC Software Solutions.
VHDVirtual Hard Disk on the VPS.